Downloads

Our annual Trends breakfast at the PGA Merchandise Show on Wednesday, January 22nd highlights new Golfer Research conducted with Golf Magazine/Golf.com and the ASGCA.  This year we again hone in on key trends that will impact the golf industry across equipment, facility operations, travel and the golfer’s mindset. Results were derived from surveys with more than 4,000 active golfers as well as numerous additional golfer research conducted by SLRG over the past twelve months. Click the link for the presentation. More in depth results are also available on a custom basis. Please contact us for details.

At this year’s Conference, SLRG presented a brief white paper highlighting the latest trends and insights in sports related travel.  Read it, here

We’ve likely all been there.  Whether it’s after a customer service phone call, a visit to an automotive dealership or even a resort, a sales person or customer facing agent has subtly or directly encouraged you to respond to a pending customer satisfaction survey with the highest rating possible.  And chances are, if we are kind and rational people we will either acquiesce to or ignore this request, unless we’ve truly had an infuriating experience. The service organization can then “check the box” that they are measuring customer satisfaction and blindly and often incorrectly conclude that everything is just fine and dandy…or that the handful of blistering reviews are indicative of a pervasive organizational problem.  It’s not all that different than relying upon online message boards or customer reviews, where the rantings or gushings of the vocal minority is often surrogate for good insights  Of course, as researchers, we realize that such a conclusion is often totally wrong and a disservice to both customer and the organization deploying this process.
(more…)