Golf News for Monday, July 15, 2013 | Business

59Club golf mystery shopper service retained by Brocket Hall

59Club, Europe's leading golf and leisure specific mystery shopper service, has been retained by the prestigious Brocket Hall Golf Club to help improve and maintain the very best in customer service standards at the historic golf venue.

The unique benchmarking and training service has already benefited golf course operators across the UK and Brocket Hall will be utilising the company's performance analysis tools to enable the management team to analyse and compare their standards of customer service and facility offerings to those perceived as their main competitors.

The 59Club service portfolio, endorsed by the PGA, includes a range of tools to monitor the customer experience for both members and visitors, with Brocket Hall committing to them all. Situated within 543 acres of stunning 18th-century parkland, Brocket Hall attracts a range of golfers - across the membership, corporate and visitor markets - and therefore will utilise the complete 59Club portfolio.

The core 59Club service will analyse and grade the most profitable customer contact points: a recorded phone enquiry for a corporate or society golf day followed by a live 'green fee' visit.

In addition, Brocket Hall will also be benchmarking with recorded enquiry calls for a golf membership followed by a live show round of the clubs facilities and subsequent sales follow-up procedure.

Brocket Hall staff will also be receiving a series of training sessions from the 59Club consultants, who will be guiding the Brocket Hall team through the entire golfer's journey - helping to convert more business from initial enquiry, increase average spend per head and also maintain all aspects of selling and service across the resort.

David Griffin, Brocket Hall's club manager, said: "We are committed to delivering the very best in customer service for both members and visitors and 59Club will ensure that we maintain this."

Matt Roberts, a director with 59Club, added: "59Club prides itself in working with a number of internationally renowned golf venues, both in the UK and overseas and we are delighted that Brocket Hall has committed to service excellence in all areas by utilising our complete portfolio of services.

"We will be working closely with David and his team to ensure they continue to meet the expectations of golfers using the venue."

Brocket Hall boasts two championship courses including the renowned Palmerston Course, ranked 86th in the latest 'Top 100 Golf Courses in England' poll, as well as extensive practice facilities and a par-three course at the Palmerston Golf Academy, and is keen to measure the customer experience to ensure golfers' high expectations are always exceeded.

59Club is fast becoming the industry standard for measuring and comparing customer-service levels and analysing all key revenue streams for golf and leisure venues. Run by an experienced team of golf and leisure operators, the 59Club system also allows for comparisons to be made against a venue's chosen competitors, the best performing clubs and the industry standard.

59Club boasts an impressive client list in the UK and Middle East. The core service includes a series of mystery shopper recorded enquiry calls and live visits, followed up with regular analysis and training to ensure venues can identify trends and develop, improve, and maintain a high level of customer service.

For further information, please contact Daniel Chidley on 01730 711925 or