Distilling Member Experience
The award program is a thorough process that effectively distills and then measures a club’s Member Experience, based on our proprietary formula:
Member Experience equals
- Intangible Quality plus
- Service Quality plus
- Governance Quality plus
- Facility Quality plus
- Product Quality
or simply
ME = IQ + SQ + GQ + FQ + PQ
The “Quality Criteria” are weighted more on the three aspects of a club that provide the finest Member Experience and the things that make the club exceptional. Accordingly, IQ (Intangible Quality), SQ (Service Quality), and GQ (Governance Quality) are weighted most.