Case Study: Forsyth Country Club strengthens member satisfaction with Customer Alliance surveys

Forsyth Country Club boosts Brand NPS to 70 with Customer Alliance

Forsyth Country Club, a private club in North Carolina, faced the challenge of collecting meaningful member feedback. Their previous methods, including informal conversations and yearly surveys managed by outside consultants, were fragmented and time-consuming, failing to provide timely, actionable insights for daily operations and strategic decisions. They turned to Customer Alliance and its survey tool to address this.

By implementing Customer Alliance's structured survey system, Forsyth Country Club established consistent programs for dining, events, and quarterly member check-ins. This solution provided managers with direct access to feedback, enabling quick recognition of staff and rapid response to issues. The results were significant: they collected 695 reviews in six months, saw their Brand NPS improve from 63 to 70, and achieved month-over-month increases of 13% in food-related CSAT and over 10% in overall CSAT.

Forsyth Country Club