The objective of this thesis was to carry out a customer satisfaction survey for a golf course. This survey canvasses what the shareholders of the golf course think about the company’s operations. Through the inquiry I tried to figure out the satisfaction with the services, prices, and the environment and condition of the golf course during the season 2009.

The survey was carried out as a quantitative inquiry. The target group of the survey was all the 517 shareholders of the golf course. 161 persons replied, so the response rate was 31.

The theoretical part tells about the history of golf and golf as a game. The thesis also gives general information on the quality of services and on customer satisfaction.

The results of the survey show that shareholders are mainly satisfied with the services, environment and prices of the golf course. However, critical opinions and comments were given e.g. on the surveillance of the golf course, the pro shop and communication. The recipients also hoped for investment in community spirit, proficiency of staff and having juniors on the golf course. Inconsistent feedback was given about the condition of the golf course. In multiple choice questions the condition of the golf course received quite good ratings in every sector whereas in open answers it was somewhat criticized.

By utilizing the results of the survey the golf course has a possibility to improve the customer satisfaction from what it was before. By improving the variety of pro shop services, by investing in the expertise and training of the personnel and by better communication the golf course would provide the customers with better playing facilities. By encouraging juniors to play golf, by investing in the condition of the golf course and by increasing the surveillance of the golf course during the busy seasons this golf course has potential to develop and become even a better golf course.