The Board of Directors sent out its annual Operations Survey to HP members in April, 2026 through Club Benchmarking, a gated community and country club analytics company. This is the sixth year they have administered the survey for HP. Working with them, we can see how we, as a Club, compare to others in our industry. The survey is basically a “Report Card” from our members on how we are operating the Club. Members tell us what we are doing well, where we need to improve, and if we are living up to our Mission Statement, “To Provide members and guests extraordinary experiences in a safe environment and at a reasonable cost.”
We had an amazing survey response, largely because we sent out the survey earlier in the year while many members were still on campus. Club Benchmarking captured 1,851 surveys from 3,008 members (those who had valid email addresses), producing a 62% response rate of the total population (vs. a 51% response rate in 2025). The 2026 response rate yields a statistically valid representation of the entire membership with 95% confidence and a margin of error of 1.4%. On average, clubs tend to receive between a 50 to 60% response rate.
Overall, the results continue to reflect a highly satisfied membership. Heritage Palms’s overall satisfaction falls at the 93rd percentile within the Club Benchmarking database. The Club is performing well above average, led by strong performance across amenities. HP’s mean satisfaction score is 6.23 out of 7 (up from 6.07 in 2025), and is well above the industry benchmark. Also, best-of-class clubs have over 35% of members selecting “strongly agree” they are satisfied, and HP has well surpassed that at 44.6%.
One tool Club Benchmarking uses is a Net Promoter Score, a management tool used by companies of all sizes to measure client/brand loyalty. As an example, how likely are you to recommend Heritage Palms to your friends and family? HP has a Net Promoter Score of 71.8, which is a nice increase over the 2025 result of 66.23. On average, research shows that the average club has a Net Promoter Score of 39. Best-in-class clubs have Net Promoter Scores over 60. This score is highly influenced by the high satisfaction scores throughout the survey.
The survey results also highlighted many of the Club’s greatest strengths. Members continue to rate our golf operations and course conditions among our highest-performing amenities, while Fitness, Tennis, Communications, Community Cleanliness, and Landscaping all received exceptionally strong marks. These results are a testament to the dedication of our staff, volunteers, committees, and Board in providing an outstanding experience for our members.
As important as celebrating our successes is recognizing where we have opportunities to improve. The survey identified Food & Beverage, Pool amenities, Senior Management, and Board-related communications as areas where members would like to see continued focus. These insights will help establish priorities for future planning and operational improvements as we continue working to enhance the Heritage Palms experience.
We appreciate every member who took the time to share their thoughts. Your feedback helps shape the future of Heritage Palms, and we remain committed to listening, improving, and building on the many strengths that make our community exceptional.
We encourage all members to review the complete 2026 Executive Survey Report to gain a deeper understanding of the survey findings and the opportunities that lie ahead.
Click here to view the 2026 Executive Summary
