my59 logo Developed for the Discerning Manager

SATISFACTION SURVEYS        MYSTERY SHOPPER AUDITS       CUSTOMER REVIEWS

Setting the Benchmark for Customer Service Excellence

59club have worked to create an affordable package that provides
Managers with the complete solution to achieve Customer Service ‘Excellence’.

The package includes a 'Training Promotion' with unrestricted access to my59 with its wealth of industry leading
‘Mystery Shopper Audits’, ‘Customer Satisfaction Survey Templates’ and the ‘Golftell Member Communication App’ available within all golf, leisure & hospitality domains.

my59 Training Promotion

Purchase my59 for £500pa (+vat) & attend a Trio of FREE 59club Regional Training Seminars during 2018:
New Member Sales & Retention Golf Operations Food & Beverage Sales

PLUS: Purchase a 3-year license and receive:
an additional 10% discount & 2 further Training Seminars during 2019

The my59 Licence is easy to order:


my59 logo Retail Purchase Customer Satisfaction Survey

Satisfied customers are loyal, they will return more often, spend more and recommend you to others. Service can’t be left to chance, it needs to be managed.

My59 assists you to deliver online surveys to your customers. The software is fully automated, it knows each time a customer makes a purchase and will automatically (via your epos systems) generate the relevant GCMA Approved’ pre-set Satisfaction Survey 24 hours after their ‘experience’.

my59 surveys provide an economical way of truly understanding ‘Satisfaction’ levels, whilst the results provide clear direction on ways to improve the 'experience' afforded to your ‘customers’, vital if you are to successfully retain their loyalty.

The my59 survey tool is yours to use as often as you wish. You can deliver a survey to your entire customer base OR you might prefer to aim surveys at particular groups of customers.

You can filter all results to appreciate the differing needs of particular groups within your customer base. This enables you to highlight any potential weaknesses, promoting the necessary actions to help retain loyalty.

With every pre-set question included within your survey, results can be compared to the GCMA industry average, the best performing clubs and the rest of the my59 industry.

Customer feedback will continually be added to the pool of data that the survey captures: track your score to provoke immediate actions within your team and process to constantly drive your business forward.

Please note: confidentiality is an integral part of everything that 59club do, for reference your results will be accessed via a secure password known only to you, they will only be shared with the GCMA if you have granted account access to them. We will however create analysis around the statistics based on key criteria such as shop turnover, region, population, retail store size, staff numbers etc.. that allow you to put your results into context.

Some would say it is brave to ask for its customers views, we believe it is brave not to ask...
after all, it costs far more to recruit a new customer than it does to retain an existing one!

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Please note: confidentiality is an integral part of everything that 59club do, for reference your results will be accessed via a secure password known only to you, they will only be shared with the GCMA if you have granted account access to them. We will however create analysis around the statistics based on key criteria such as shop turnover, region, population, retail store size, staff numbers etc.. that allow you to put your results into context.

Some would say it is brave to ask for its customers views, we believe it is brave not to ask...
after all, it costs far more to recruit a new customer than it does to retain an existing one!


my59 logo Club Fitting Survey

Measure the custom fitting experience at your facility. The feedback analysis focuses on the fitting team or individual who takes the initial booking, the delivery of the custom fitting session and the follow up process being undertaken in the days after the fitting. It will highlight areas of procedural strengths and weaknesses that focus on the Custom Fitting process and overall delivery of the service being offered. Unwanted questions can be omitted to ensure results are bespoke to a facilities offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve the custom fitting experience which is vital if your team are looking to secure sales in golf equipment hardware.

Analysis includes:

  • The initial booking process
  • All aspects of communication being delivered throughout the custom fitting session
  • Staff - attitude / manner / rapport / attentiveness / demeanour and custom fitting knowledge
  • Identification of the correct equipment for the consumer
  • Upselling aptitude – equipment & other facilities
  • Post fitting follow up process
  • Bespoke result comparisons - industry & best performing clubs
  • My59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.

Mystery Shopper results can be compared to the Foremost industry average, the elite performers and the rest of the my59 industry.


my59 logo New Member Integration Surveys

Select from 71 pre-set Golf specific questions that focus on the New Member Experience within the following categories:

  • New Member Integration
  • New Member Retention

my59 logo Customer Service Tracker Surveys

On a daily basis, Customer Service Tracker surveys measure and continually track your customer’s overall satisfaction, loyalty to your brand and willingness to recommend your products & services to others.

This survey asks just 3 questions; they are short, to the point and very powerful...purely designed to trigger emotion and generate high response rates:

  • Did your experience represent value for money?
  • Did we offer a warm, welcoming and friendly experience?
  • How likely are you to recommend us?
  • Manually upload your customer database to activate feedback requests OR if your IT software allows (e.g. tee-time booking system / membership sales / POS / CRM etc), my59 can automatically generate your feedback requests each time a customer visits or makes a purchase. Your IT software may also enable you to activate feedback requests based on minimum spend and/or booking size being greater than xxx (where xxx is chosen by you)

Schedule the survey to automatically email your invited participants a set amount of days after their encounter with you. For example: you may wish to survey your golf visitors, retail customers, diners, corporate & hospitality clients, spa users and hotel guests after xxx days.

Customer feedback will continually be added to the pool of data that the survey captures: track your score to provoke immediate actions within your team and process to constantly drive your business forward.


my59 logo Bespoke Surveys

Create a bespoke survey made up of questions that are entirely of your own making.


my59 logo Retail Purchase Survey

Measure your staff's ability to approach and engage with a customer on arrival at the shop in an attempt to build a rapport, promote the merits of selected items whilst relating to the customer's needs, all in an attempt to close the sale and upsell additional items.

Analysis includes:

  • General maintenance: presentation of shop & merchandise
  • Staff welcome: attitude and manner
  • Willingness to approach the customer
  • Opening sales conversation
  • Product knowledge including features & benefits
  • Upselling aptitude
  • Ability to close the sale
  • Bespoke comparisons to your chosen competitors

My59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.

Mystery Shopper results can be compared to the Foremost industry average, the elite performers and the rest of the my59 industry.


my59 logo Exit Survey

Text to follow...

my59 logo Member Retention Surveys

Select from 90 pre-set Golf Member Retention questions that focus on Club Life within the following categories:

  • Lifestyle
  • Facility
  • Service
  • Golf Course
  • Food & Beverage
  • Off Course
  • Professional Team

my59 logo HR Suite

Text to follow...

my59 logo Golf Lesson Survey

Measure the golf lesson experience afforded by your coaching staff. Feedback analysis focuses on the coaches ability to create a quality customer experience through the journey offered. Highlight areas of procedural strengths and weaknesses that focus on the lesson content & deliverance. Unwanted questions can be omitted to ensure results are bespoke to the lesson offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve a pupils journey, vital if your coaching staff are to consistently deliver a quality coaching experience.

Analysis includes:

  • Staff - attitude / manner / rapport / attentiveness / demeanour
  • Needs analysis / goals
  • Lesson plan
  • Content tailored to pupils needs
  • Payment / rebook policies
  • Upselling aptitude – equipment & membership
  • Post lesson communication
  • Bespoke result comparisons - industry & best performing clubs

my59 logo Retail Mystery Shopper Audit

Measure your staff’s ability to approach and engage with a customer on arrival at the shop in an attempt to build a rapport, promote the merits of selected items whilst relating to the customer’s needs, all in an attempt to close the sale and upsell additional items.

Utilise my59 to deliver ‘GCMA approved’ Mystery Shopper Audits, with unlimited access to 59club’s on-line reporting and benchmarking tools: arrange your own mystery test team to analyse your staff's attitude, product knowledge and upselling skills during a mystery visit to the golf shop.

The web-based system is designed to fully prepare the individual for what is required in order to complete their audit. Once the test has been carried out and the online report completed, feedback analysis assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.

The Mystery Shopper Audit process serves to:

  • Identify strengths & weaknesses within your operation
  • Highlight training needs for selected staff and targeted departments
  • Re-educate staff on the process required to deliver sales & service excellence
  • Benchmark your service levels against the ‘industry’ standards and the ‘elite’ performers
  • Set KPI’s to ensure an agreed level of service is maintained
  • Monitor your performance as often as you feel is necessary

Retail Mystery Shopper Audit Analysis includes:

  • General maintenance: presentation of shop & merchandise
  • Staff welcome: attitude and manner
  • Willingness to approach the customer
  • Opening sales conversation
  • Product knowledge including features & benefits
  • Upselling aptitude
  • Ability to close the sale
  • Bespoke comparisons to your chosen competitors

Mystery Shopper results can be compared to the GCMA industry average, the best performing clubs and the rest of the my59 industry.

Please note: confidentiality is an integral part of everything that 59club do, for reference your results will be accessed via a secure password known only to you, they will only be shared with the GCMA if you have granted account access to them. We will however create analysis around the statistics based on key criteria such as shop turnover, region, population, retail store size, staff numbers etc.. that allow you to put your results into context.

Your my59 GCMA Member Licence is easy to order - click here to sign up now

Alternatively, join us on a webinar to discuss your requirements...


my59 logo Golf Lesson Survey

Measure the golf lesson experience afforded by your coaching staff. Feedback analysis focuses on the coaches ability to create a quality customer experience through the journey offered. Highlight areas of procedural strengths and weaknesses that focus on the lesson content & deliverance. Unwanted questions can be omitted to ensure results are bespoke to the lesson offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve a pupils journey, vital if your coaching staff are to consistently deliver a quality coaching experience.

Analysis includes:

  • Staff - attitude / manner / rapport / attentiveness / demeanour
  • Needs analysis / goals
  • Lesson plan
  • Content tailored to pupils needs
  • Payment / rebook policies
  • Upselling aptitude – equipment & membership
  • Post lesson communication
  • Bespoke result comparisons - industry & best performing clubs

my59 logo Group Golf Day Enquiry Call

Grades your staff's ability to manage one of the most profitable customer contact points; a recorded phone enquiry for a society or corporate golf day at your club. The call is recorded to allow for play back, training and in depth analysis to take place. The detailed feedback analysis includes all aspects of up selling, sales techniques, overall research and more importantly, highlights a venue's ability to 'chase and secure' a booking from a tentative enquiry.

Analysis Includes:

  • Initial connection to the venue and call management through to the desired department
  • Research questions with focus on a venue’s ability to promote and engage with the caller
  • Understanding and creating a golf day to meet the caller's needs
  • Up sell and promotion of all products and services to increase revenue
  • Call closure and ability to convert the enquiry
  • Follow up procedure and written proposal
  • Bespoke comparisons to your chosen competitors, the industry average plus the best performing clubs

my59 logo Golf Visitor Experience

Analyse the day guest experience afforded to visiting golfers at your club. Feedback analysis focuses on the club’s ability to create a quality customer experience to visiting golfers through the facilities and services offered, incorporating all areas both on and off the course. Test questions include extensive ‘set’ marking criteria, ensuring feedback analysis is ‘non’ subjective and consistent. Unwanted questions can be ‘omitted’ to ensure results are bespoke to your club offering. Results can be further broken down into Staff Sales, Attitude & Process along with General Facilities enabling you to highlight any potential issues within your team and/or their standard procedures, likewise any operational issues you may have within the club promoting the necessary actions.

Analysis includes:

  • A recorded tee time booking call to the venue
  • Analysis of written tee time confirmation
  • A product enquiry within the golf shop highlighting staff upselling techniques and product knowledge
  • Use of range or practice area and promotion of other golf facilities
  • Entire golf course analysis focusing on presentation, services and facilities on offer
  • Service and standard of pre and post golf food
  • Bespoke comparisons to your chosen competitors

my59 logo Golf Membership Sales Enquiry

Analyse your staff's ability to manage a recorded enquiry call for a Golf Membership followed by a live appointment / show round of the clubs facilities. Pin point areas of staff and procedural strengths and weaknesses within your ‘potential new member’ enquiry procedures. Test feedback will highlight whether staff have a complete understanding of the process to extract key personal information from a prospective member in order to deliver a detailed promotion of your member services, facilities and key USP's in a related fashion. Ensure your staff promote a club cares culture ensuring your club stand out from the competition and ultimately increase conversion rates.

Analysis includes:

  • Initial recorded enquiry call for a potential membership, marked on the staff's ability to promote and up-sell the clubs main services, facilities and USP’s
  • Ability to offer, book and confirm a facility show round and 'sign up' appointment
  • Ability to conduct a ‘needs analysis’ to ascertain the main membership requirements
  • Ability to deliver a detailed ‘show round’ of all relevant facilities including the golf course, all practice facilities, bar and restaurant, changing facilities, members notice boards and golf professional shop
  • Ability to promote club services from social events and team golf to member benefits and discounts
  • Show round summary and sales process including ability to 'overcome objections to the sale'
  • Follow up call to ‘chase the sale’
  • Bespoke comparisons to your chosen competitors

my59 logo Leisure Memberhip Enquiry

Analyse your staff's ability to manage a recorded enquiry call for a Leisure Membership followed by a live appointment / show round of the clubs facilities. Pin point areas of staff and procedural strengths and weaknesses within your ‘potential new member’ enquiry procedures. Test feedback will highlight whether staff have a complete understanding of the process to extract key personal information from a prospective member in order to deliver a detailed promotion of your member services, facilities and key USP's in a tailored fashion. Ensure your club promotes a ‘club cares culture’ and stands out from the competition.

Analysis includes:

  • Initial recorded enquiry call for a potential membership, marked on the staff's ability to promote and up-sell the clubs main services, facilities and USP’s
  • Ability to offer, book and confirm a facility show round and 'sign up' appointment
  • Ability to conduct a ‘needs analysis’ to ascertain the prospects membership requirements and fitness goals
  • Ability to deliver a detailed ‘show round’ of all relevant facilities including the gym, pool, wet rooms, fitness class studio, beauty treatment rooms, changing facilities, member notice boards and bar / restaurant
  • Ability to promote club services from fitness classes & social events to member benefits & discounts
  • Show round summary & sales process including ability to 'overcome objections to the sale'
  • Follow up call to ‘chase the sale’
  • Bespoke comparisons to your chosen competitors

my59 logo Club Fitting Survey

Measure the custom fitting experience at your facility. The feedback analysis focuses on the fitting team or individual who takes the initial booking, the delivery of the custom fitting session and the follow up process being undertaken in the days after the fitting. It will highlight areas of procedural strengths and weaknesses that focus on the Custom Fitting process and overall delivery of the service being offered. Unwanted questions can be omitted to ensure results are bespoke to a facilities offering. Test questions include extensive 'set' marking criteria, ensuring your mystery tester’s feedback is non-subjective and consistent. The results will provide a clear direction on ways to improve the custom fitting experience which is vital if your team are looking to secure sales in golf equipment hardware.

Analysis includes:

  • The initial booking process
  • All aspects of communication being delivered throughout the custom fitting session
  • Staff - attitude / manner / rapport / attentiveness / demeanour and custom fitting knowledge
  • Identification of the correct equipment for the consumer
  • Upselling aptitude – equipment & other facilities
  • Post fitting follow up process
  • Bespoke result comparisons - industry & best performing clubs
  • My59 is designed to fully prepare your mystery shopper for what is required in order to complete their audit. Once the mystery shop has been carried out and the online report completed, feedback assists you to analyse and improve your customer journey, maximising future sales opportunities in the process.

Mystery Shopper results can be compared to the Foremost industry average, the elite performers and the rest of the my59 industry.


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Make a BIG impact; join 59club as they divulge Sales & Service tactics guaranteed to improve your bottom line!

Monday 15th October 16:00-17:00
Thursday 18th October 15:00-16:00

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my59 logo Refer a friend

Refer a friend to 59club and receive a Free Mystery Shopper Audit, PLUS £100 in Travel vouchers towards any UK Hotel stay when your friend begins working with us.

If you think your friend would benefit from an association with 59club as you have, please help us to reach out to them.

Upon signing up to my59 or to receive 59club mystery shopper audits, all your friend need do is quote you as the source of their referral, and our thank you gift will be winging its way to you.

Click here to go to the refer a friend page.



Pedigree - Integrity - Experience - Trustworthy - Confidence

my59 logo About 59club

59club logo

59club are the chosen partner of: GCMA, England Golf, The PGA, Foremost and ‘European Tour Properties’ comprising 22 affiliated clubs around the world.

Also working with leading Golf & Leisure Hotel Chains and Resorts such as Gleneagles, The Belfry, Celtic Manor, The Grove and Marriott Golf, plus private clubs which include Langland Bay, Ashburnham, Roehampton, Stoke Park and Gog Magog to name just a few...

In summary, my59 already works at every type of venue and business model, and now it’s yours for the taking.


Pedigree - Integrity - Experience - Trustworthy - Confidence