The Club Industry's Benchmarking Tool

Member Meter is an innovative new approach developed by DWS and ReachTEL to help you to understand your members.

ReachTEL and DWS conduct quarterly, seven question surveys to examine your visitation frequency, visitation recency and service delivery standard over the previous period.

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The surveys are completed using ReachTEL's state-of-the-art telephone research system over a 48 hour period, collecting valuable feedback from your members. This member feedback is then analysed by the team at DWS to compile a comprehensive report including analysis for the current quarter, trend over time and benchmark against other industry peers.

Member Meter Structure

Member Meter is based on six standardised questions followed by a venue specific question of your choice.

The first two questions identify how recently and how frequently your members visit (average days since last visit and visits per week).

The subsequent  four questions rate the services at the Club on a 1 to 5 scale where 5 is excellent and 1 is poor, in this instance higher scores are the target:

1. Recency-When was the last time you visited the Club?
2. Frequency-How often do you visit the Club?
3. How do you rate our food offering?
4. How do you rate our gaming offering?
5. How do you rate the customer service and presentation at the Club?
6. How do you rate the Club overall?

Each quarter the Club has the option to include an additional seventh question of their choice such as:

• How do you rate the website, entertainment or promotions at the Club?
• How do you rate the bathrooms/ DOSA/ kids area at the Club?

Download the Sample Report

To download the sample Member Meter Report, please complete the form on the right for instant access.

Questions and Enquiries

For more information on the Member Meter Report, please contact Geoff Wohlsen on (07) 3878 9355 or info@dws.net.au.