Customer survey results
Data collection
This year’s survey received 604 responses. The majority of responses received were from community members, followed by the Edge Hill student members, and staff.
Customer satisfaction
The top three highest and lowest scoring areas in terms of satisfaction:
| Highest scoring | Lowest scoring |
|---|---|
| PT sessions | Fitness suite opening times |
| Reception area cleanliness | Swimming public swimming times / swimming pool timetable |
| Exercise class instructors’ attitudes | Café range of products |
CSAT Scores
The top three areas with the highest CSAT scores were:
- PT sessions (4.8)
- Fitness classes (4.5)
- Reception (4.4)
Managing customer expectations
The majority of respondents found it somewhat easy to book onto our services with a customer effort score of 2.2 using a 5 point scale.
We are pleased to say 78% of respondents were satisfied or extremely satisfied with the value for money of their membership with only 8% dissatisfied.
Our overall net promoter score is 19:
| NPS | Score |
|---|---|
| Overall | 19 |
| Staff | 46 |
| Student | 22 |
| Community | 9 |