Member Survey Results 2024 Survey/Circulated March 2025
Dear Members,
We would like to thank everyone who participated in the 2024 Member Satisfaction Survey. With 633 responses—representing 44% of our 1,431 members (830 primary plus spouses)—your feedback provides us with critical insights into what’s working well and where we can do better.
The Good News: Several amenities are seeing improved satisfaction. The pool complex continues to shine, with strong scores in cleanliness, lifeguard service, and restroom upkeep—all performing above the industry average. Likewise, the fitness center remains one of our most used and appreciated facilities, with improvements in group class offerings, professional staff, and overall cleanliness.
Tennis also showed notable year-over-year improvements. Court conditions, programming, and staff performance are now ranked among our strongest areas. These gains reflect both the hard work of our team and the investments made in these areas over the past year.
Food & Beverage received mixed but directionally positive feedback. Members noted improvements in the quality and variety of offerings but also expressed concerns about service consistency, ambiance, limited hours, and the availability of healthier menu options. We recognize the importance of dining to the overall member experience and are actively addressing these areas. We are sensitive to the financial implications of a broad dining offering and are constantly balancing service hours, quality, and conditions.
Golf Operations and Course Conditions remained stable, with strong marks for the professionalism of the Golf Shop team and the quality of service at bag drop and check-in. However, feedback on course conditions was more divided. While many noted ongoing improvements and praised maintenance during high play periods, others cited concerns with bunker quality, green speeds, and cart path conditions.
At the same time, the survey highlighted important challenges. This was the first year we asked for feedback on Pickleball, and the results were clear: the program received the lowest satisfaction scores across all amenities. We recognize this is a growing area of interest for many members. However, due to limitations in our physical plant, sound restrictions, and other constraints, it may remain a difficult area to address fully in the near term.
The most sobering results came in the categories of Club Governance and Financial Oversight. The strongest dissatisfaction came in areas of financial transparency, operational communication, and overall responsiveness. These concerns are taken seriously and reflect a core tension many of you noted in your comments: the challenge of investing in the Club’s future while managing rising costs.
With Homer Allbritton's addition as our Director of Finance, we expect to see marked improvements in financial transparency, reporting, and operations going forward.
We understand there is work to do in the area of Governance and management, and we have been diligently finding ways to engage members, hear perspectives, and communicate clearly and regularly.
To that end, the Board and GM/COO remain focused on our four strategic pillars:
- Member Experience: We are committing to clearer and more frequent updates to ensure members are informed, engaged, and heard.
- People and Culture: We are investing in professional staff to meet member expectations within appropriate budgetary confines.
- Financial Responsibility: We are implementing more rigorous and transparent budgeting processes alongside long-term capital planning.
- Governance, Environment, and Community: We continue to evolve toward a governance model in which the Board sets strategic vision and policy, while empowering the General Manager and department leaders to manage day-to-day operations with consistency and professionalism.
For your convenience, we have updated the governance section of the member website so that all of our communications, committee, and board materials can be shared in one location. While this is a work in progress, we hope it is received as a positive step in providing transparency into club/board activity.
We appreciate your candor and continued support as we work to strengthen La Cumbre Country Club for the benefit of all members—now and for generations to come.
We invite you to join us at the upcoming Town Hall on April 24, 2025, where we will present and discuss the Club’s 2024 financial results, the 2025 budget, and the capital plan for completing our remaining projects. Your engagement and input are welcome and encouraged.
Tracy Jenkins, President, La Cumbre Country Club Adam Zubek, GM/COO
