Summary of Responses to the Member Satisfaction Survey

In mid-April 2011 the Nature Coast Bridge Club (NCBC) Board circulated a survey requesting member feedback on their experience playing bridge here. Board members have reviewed all the submitted forms and spent considerable time discussing possible ways to improve operations based on those inputs. This is an overview summary of the eighty six responses turned in and some of the Board conclusions.

The vast majority of NCBC players like playing here, consider it a very good venue, and are prepared to help make it better if they can. In aggregate, those responding rated the club "Good" or better in all the categories measured: Friendliness, Professionalism, Facility, Equipment, Directors, Cost, and Non Play Activities. Positive factors mentioned most often were the friendly, helpful interaction with the other members and the good level of competition offered. Less than two percent of all ratings in all categories were below average.

Despite this overall good level of member satisfaction, a number of areas were identified where improvements can and should be made:

• Slow play was a frequent complaint, as was the level of noise and loud talk between rounds.  Everyone should be aware of whether they are in danger of delaying others and attempt to keep up, or catch up, before the Director has to intercede. And remember that just because you have finished playing a round, others have not -- probably because they have a challenging hand to play. Accord them the same courtesy of non-interference with their efforts that you would want when you have to play that same hand.

• Loud or contentious comments on hands, other people's play, or any other topic violates the rights of others to focus on their play of the hand, and may convey illegal information to those who have not yet played a hand. Police yourself and anyone else at your table who violates this standard, and, if warranted, engage the Director in correcting problems.

• Several expressed concern about the type and amount of food being consumed during games as it contributes to delays, noise levels and/or spoiling the cards. It is everyone's responsibility to be careful and considerate as to when and how they consume food and to deal fully with any possible impact on the game that may result. A program of more frequent changing of the playing cards has been initiated to partially assist with this.

• Several facility maintenance issues were raised. In response the Board has created a position of Maintenance Advisor to help them ensure that proper cleaning and repair practices are defined and are being adhered to. Discussions have been held with the Senior Citizen Club to clarify the maintenance standards and responsibilities under our lease agreement. The air handling system was inspected to confirm that there is no mold problem, and a better schedule for air filter changes was instituted.

Unlike a for-profit bridge club, the NCBC belongs to its members and succeeds, or fails, based on their common efforts and inputs. The Board acts on behalf of the membership in endeavoring to make the experience enjoyable, educational and affordable for all, and welcomes constructive input from any member on any topic that might contribute to those goals. It was very encouraging to learn that more than half of those who responded to the survey would be willing to contribute their time and talents if the Club needs them -- and we do need everyone's help. One way is to make your ideas part of our process of continuous improvement by coming to a Board meeting, contacting any any Board member, or dropping a note in the suggestion box.