Toll Brothers, a builder of luxury homes, has partnered with LRA Worldwide to develop a program to comprehensively measure and improve the member and guest experience at the private clubs within its Country Club Division.
The program under development will begin with a “voice of member” survey to gather direct feedback on the member experience. At the same time, LRA will deploy quality assurance consultants in the field to anonymously evaluate the various country clubs to assess the experience based on actual service interactions, facility conditions, and golf and country club industry best practices. LRA will utilize both data streams to help foster an environment of continuous improvement at the clubs.
“We are aware that our members are looking for an unparalleled lifestyle with exceptional services and amenities,” explained David Richey, Senior Vice President of Toll Brothers’ Country Club Division. “Through our partnership with LRA, the division is striving to exceed our members’ expectations by continuously improving an already world-class experience.”
“We’re very gratified that Toll Brothers selected LRA for this project,” said Rob Rush, c.e.o. of LRA Worldwide, a leading consultancy in the growing discipline of Customer Experience Management. “We feel that the member experience involves an emotional connection between the customer, the company and the community. Toll Brothers is taking the lead in this regard and will reap the rewards when existing homeowners look to move, buy a second home, or tell their friends how great it is to live in a Toll Brothers community.”
