Club Services
Customer Service

Customer Service

Mystery Shopper Programme – Find out what your customers think of your club.

The most common complaint made by Tripadvisor customers visiting golf clubs is customer service and every club is vulnerable to just one weak link in the chain letting them down.

After successfully piloting a project with over 20 golf clubs of different sizes, Scottish Golf now offer a nationwide Mystery Shopping Programme.

Your club Management Committee will be provided with:

  • A detailed analysis report of your club’s customer service
  • Analysis of each department in your organisation
  • Statistical comparison and national benchmarking of your club
  • Recommendations for improvement

Case Study – Dunbar Golf Club

‘Amongst the best visitor experience of any golf club in Scotland’. That is the conclusion of an independent assessment of the course, the facilities and the services offered by Dunbar Golf Club. And it is the first time ever that a Scottish golf club has achieved a 100% score for its customer service. 

In our video above Director of Golf, Jacky Montgomery, tells Scottish Golf about the clubs Customer Service ethos, how other clubs could learn from what they are doing and how signing up to the Mystery Shopper Programme could transform your club.

> Dunbar Golf Club – ‘Simply Perfect’ | Read Full Article


The report costs just £150 (+VAT), plus the expenses of two people paying your standard green fee, and visiting your clubhouse (£25 max spend in clubhouse).

If you’re looking for an honest assessment of how your club looks after people, please ask your Club Manager/Secretary to register interest by emailing our team at a.travers@scottishgolf.org