LEADERSHIP & STAFF
SURVEY REPORTS
EVENT-LEVEL MONITORING
FOOD & WINE FESTACULAR November 15, 2025
FOOD & WINE FESTACULAR Food & Wine Festacular
FF Clubhouse Total Attendees Responses:
Analytics
173 22
Category Score Overall Experience 98% Recommend to Others 98% Ambiance/Theme 99% Entertainment 78% Date/Time 100% Event Food 88% Event Beverage 97% Ticket Value 92% Service 98% Registration 97% Relationship to BCC Staff 98% Value for Experience 98% Event Score
95%
Food & Wine Festacular
200 180 160 140 120 100 80 60 40 20 0
100% 157 105
175 95%
171
165
94%
95%
4/9/2022 11/19/2022 11/18/2023 11/16/2024 11/15/2025 Food & Wine Food & Wine Food & Wine Food & Wine Food & Wine Festacular Festacular Festacular Festacular Festacular Attendance
SAT Score
1 0.99 0.98 0.97 0.96 0.95 0.94 0.93 0.92 0.91 0.9
FOOD & WINE FESTACULAR Food & Wine Festacular 2025 11/15/2025 FF Clubhouse
#
Member First
Member Last
What did you enjoy most about your event experience?
1 Bridget
Schaller
Trying new wines
3 Jon
Thomas
It was not overly crowded so getting around the venue and sampling things was not difficult.
4 Donna
DeFontes
Food options limited for me , but the crusty bread, cheese selection was perfect for me. Oh yes, the champagne was delicious. Ordered several bottles.
5 Karen
Weir
7 Samantha
Beecher
8 Jennifer
Haus
9 Carter
Freiburg
10 Jeanette
Tansey
Karen Kyle
Beasley Gore
Jonathan
Bromberg
Barbara
Scott
Kristen
Miller
Matthew
Bregel
choices of foods and drinks were exceptional I love this event, I love the set-up how it is easy to try lots of different food and wines, and talk with people! The food was delicious!! The club was set up so beautifully. The wine and bourbon guest hosts did a fabulous job. Would have been nice to have some live music. Just a guitar player or something simple. The combination of food and drink surrounded by great friends. Second only to 4th of July, this is one of my very favorite events at BCC. Well done!!!!!
Very well done. Too much wine & food! it's easy to mingle and talk and meet people. nice variety of wines. Remains one of the best non-holiday events at BCC!!
Ambience There was a great variety of wines to sample as well as the options to purchase. The spirits vendor was not listed on the link as offering the bourbons or gin to purchase and I wonder why? Amazing food!! So nice to try some new wines and be able yo purchase them after Great food and drink stations, high quality and many options to choose from. One of the best events all year and we love to bring guests to share it with.
Staff Shoutout
#
Please provide any feedback that will help us to improve the Member First I think the food stations are too spread out. There weren't as many classic wine choices either. If you're going to have tables in the Tilly room, put food and wine in there too. The Tilly room 1 was too isolated, but it was the only room left that had tables Bridget I thought the wine selections were solid, but not great. Very few truly excellent wines, and while there were some good deals, some of the wines available for purchase were priced higher John 2 than what could be found online. I thought the food was good, but didn't have a stand out dish like the past two years (the pasta in the wheel two years ago, those 3 spanish pancake things that were so good last year). Samantha While the food was innovative/fresh, we need to cover some basics for those that are less adventurous. Thinking crab balls/dip, tenderloin, chicken, etc. My wife isn't a huge fan of Ryan 4 things like pork, duck, octopus.
Member Last
Schaller
McLoughlin
Beecher
Weir
FY 24-25 MEMBER
SATISFACTION REPORT FF À la Carte RP À la Carte FF Grab & Go FF Pool Complex
RP À LA CARTE RP ALC Member CSAT Score vs. Total Survey Submit 94%
45 40
88%
35 30
93%
30
29
94%
100% 95% 90%
38
85% 80%
25
75%
20
20
15
70% 65%
10
60%
5
55%
0
50%
November
December # of Responses
FY 24-25 Average Score:
92%
January
February
FY 2024-2025 Member Satisfaction Score
FY 24-25 Average Monthly Surveys Submit:
29
RP À LA CARTE
Survey Break Down by Question Areas of Opportunity:
Roland Park Experience Roland Park À la Carte Questions
Score
Please rate your overall experience
93%
Please rate the quality of our service
94%
Quality of your meal
90%
A la Carte Menu Variety
84%
Beverage Menu Variety
95%
My relationship to the BCC Staff genuinely and positively impacted my overall experience
96%
I received good value for this experience
93%
Overall CSAT
92%
• Menu Variety • More apps/ small plates • More “Special” nights • Missed Strip Steak • Quality/Consistency of meals • Service Speed • Host Training Top Staff Recognitions Name
# of Mentions
Jane
16
Hannah
10
Cynthia
10
FF À LA CARTE FF ALC: Member CSAT Score vs. Total Survey Submit 250
95%
200
93%
150 139 100
226
94%
94% 93%
90% 152
122
149
93%
90%
95%
95% 92%
90% 85% 80%
170
75% 122
50
100%
96%
94%
120
70% 90
65% 81
75
0
74
60% 55% 50%
# of Responses
FY 24-25 Average Score:
93%
FY 2024-2025 Member Satisfaction Score
FY 24-25 Average Monthly Surveys Submit:
127
FF À LA CARTE
Survey Break Down by Question Five Farms Experience Five Farms À la Carte Questions
Score
Please rate your overall experience
94%
Please rate the quality of our service
95%
Quality of your meal
91%
A la Carte Menu Variety
89%
Beverage Menu Variety
95%
My relationship to the BCC Staff genuinely and positively impacted my overall experience
96%
I received good value for this experience
94%
Overall CSAT
93%
Areas of Opportunity: • Menu Variety • Salad Variety mentioned • Quality/Consistency of meals • Salty • Over/Under Cooked • Temp • Spice Level • Service Errors • Timing of coursing • Silverware Replacement/Clearing • Slow Service • Wait time for menus/orders/drinks/food all mentioned Top Staff Recognitions Name
# of Mentions
Cynthia
42
Jane
40
Danny
33
Steven
22
FF À LA CARTE: GRAB & GO FY 24-25 Average Score:
89%
Areas of Opportunity:
FY 24-25 Average Monthly Surveys Submit:
• Kiosk/App Functionality • No Human Assistance • App not user friendly • Food Ready Alert • Accuracy & Timeliness • Missing items, late preparedness • Quality of Meal • Remove food options that do not travel well
7
FF POOL CAFÉ FY 2024- 2025 Member Satisfaction Score FF ALC 100%
100 80
75
67
60 40 20 0
95%
91% 41
86%
86%
88%
85%
June
July
August
85% 80%
25 May
90%
6
September
75%
FF A la Carte # of Responses FF A la Carte FY 2024-2025 Member Satisfaction Score
FY 24-25 Average Score:
87%
FY 24-25 Average Monthly Surveys Submit:
43
FF POOL CAFÉ
Survey Break Down by Question FF Pool Café Experience FF Pool Café Questions
Score
Please rate your overall experience
88%
Please rate the quality of our service
91%
Quality of Café Food
79%
Variety of Café Menu
85%
My relationship to the BCC Staff genuinely and positively impacted my overall experience
92%
I received good value for this experience
85%
Overall CSAT
87%
Areas of Opportunity: • Service/Staff Performance • Order Accuracy • Training Gaps • Mistakes taking orders • Attentiveness/Responsiveness • Staff present/available • Long Lines at Peak Times • Food Quality • Taste/Preparation • Dry, Bland, Overcooked/Undercooked • Ingredient Freshness • Stale, past prime, wilted • Menu Variety • Weekly Specials/Occasional Specials • More GF Options • Bar/Beverage Service • Inconsistent Cocktail Quality
RECOMMENDATIONS • Evaluate FY 24-25 CSAT Score Results • Club CSAT Goal is 93% for FY25-26
• What habits will you use/build to achieve this goal for the department?
• Review Areas of Opportunity
• Select at least one low scoring survey question to set goal to increasing score for future year • Use areas of opportunity to define steps and processes to achieve this goal • What habits will you use/build to achieve this goal?
From: Barbara Hoover The horticulture staff are all so amazing and friendly! Learned a lot! From: Mary Pat Ortenzio All who helped with checking out our order were extremely thoughtful and thorough…. completely professional and courteous, as usual. Please tell everyone in the kitchen that prepared our food that we enjoyed every bite!
CLUB EVENTS From: Riva Kahn Fantastic! From easy ordering, to delicious food and exceptional service, to ultra-convenient pick up, everything was terrific. Abby Rodriguez and the rest of staff were all wonderful! From: Greg Johnson Besides the amazing food we got, the staff at pickup was so wonderful! From: Lisa Wetzel Cathy is phenomenal! This is one of my favorite activities at BCC! From: Keri Webber Cathy and her team are amazing!
From: Susan Townsend Thank you to the BCC Staff for all their efforts! It is much appreciated. From: Jeff Gordron Abby was responsive to my late changes to our togo order. Excellent service and food! From: P. Kelly Bellone The tennis are golf pros were great sports. Overall, it’s lovely to be at BCC and in the company of others. From: Tracy Dockman Cathy is always very welcoming and is incredibly talented! From: Melinda Fields Cathy is the best! I have been doing this every year since it started and she is always so helpful and has a great eye when helping with the wreathes. From: Holly Hoenes One of my favorite holiday events! Cathy Wagner is so talented, charming, funny, polite and makes everyone feel good about their wreath. The decoration choices are terrific and the bows that Cathy makes are very nice! From: Elizabeth Ratchford Brooks was a fantastic server. He communicated well and explained the plan and was attentive and kind.
8
PARK & FARMS
Every quarter we will provide department & club wide updates on our Member Satisfaction score to keep us on track to reaching our goal.
MEMBER FEEDBACK SURVEYS
Fiscal Year 2025-2026 Goal: 93% Quarter 2 Results RACQUETS
99 PRiVATE EVENTS
98
DiNiNG EXPERiENCE
94
CLUB WIDE AVERAGE
94%
Average across all departments from March-August CLUB EVENTS
95
GOLF
95
WHAT IS HAPPOMETER & MEMBER SATISFACTION?
Happometer is the survey tool used to measure Member Satisfaction- how happy members are with their experiences at the Club. Members receive surveys after they interact at the Club in one of our revenue generating outlets. Their scores tell us what we’re doing well and where we can improve.