Editor’s note: This
is a new monthly
feature that will
highlight key data
produced by The
PGA of America,
as well as other
industry sources.
PGA Member Programs Customer Satisfaction Survey
In July 2009, The PGA of America conducted a survey of
79 different Member Programs products and services provided for PGAProfessionals. This Member Programs survey asked PGAProfessionals for “im- portance” and “satisfaction” ratings on national and section-delivered programs including communications. This importance/satisfaction methodology has been used at The PGA of America for the past three
years. In this recent survey, participation/usage (used the product during the past
12 months) was also a key
question. There were
4,321 respondents to this survey, resulting in a 16 overall response rate and +/-
1.4%
margin of error.
Top 5 PGA Member Programs in Usage/Participation
Usage/Participation
Top 5 PGA Member Programs in Satisfaction Ratings
Satisfaction Rating1
1 The customer satisfaction ratings are based on an 11-point scale (with 0 being the lowest rating and 10 being the highest rating, with 5 as neutral). Please consider the
following interpretation of the Satisfaction scores: 10 - Extremely Important; Extremely Satisfied, 9 - Very Important; Very Satisfied, 7/8 - Generally Important; Generally
Satisfied, 6 - Slightly Importance; Slightly Satisfied, 5 - Neutral: Neither Important/Unimportant; Neither Satisfied/Dissatisfied, 4 - Slightly Unimportant; Slightly Dissatisfied,
2/3 - Generally Unimportant; Generally Dissatisfied, 1 - Very Unimportant; Very Dissatisfied, 0 - Extremely Unimportant; Extremely Unsatisfied
In addition, the “usage/participation” figure was from the question: “have you used the product/service in the past 12 months?”
2National Spectator Events include: PGA Championship, Ryder Cup, Senior PGA Championship
3 Member Tournaments include: Taylor Made-adidas Golf PGA Winter Championship, Quarter Century Championship, Senior Stroke Play Championship, Senior-Junior Team
Championship Women’s Stroke Play Championship, Stroke Play Championship, Match Play Championship, PGA Cup, PGA Professional National Championship, Senior PGA
Professional National Championship, PGA Assistant Championship, PGA Tournament Series
PGA Magazine scored well in both usage and satisfaction ratings among PGA Professionals. Ratings for PGA Magazine
and PGA Magazine.com were as follows:
PGA Magazine - print: Participation: 76.1%; Satisfaction: 8. 3. PGA Magazine.com: Participation: 31.8%; Satisfaction: 8. 3.
PGA Best Practices E-mails: Participation: 53.1%; Satisfaction: 8.0
Next Step: Overall survey results for all PGA Member Programs were presented at the 93rd PGA Annual Meeting.
Following this initial presentation and discussion, the survey results will be further evaluated by the PGA Board of
Directors and staff to be incorporated into 2010 planning.
