Latest customer survey results
Data collection
This year’s survey received 542 responses, mainly by email. 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 |
|---|---|
| Exercise classes instructors’ knowledge & attitude | Range of café products |
| Reception area cleanliness | Swimming pool timetable |
| Campus Sport cleanliness & variety of activities | Value for money of PT sessions |
CSAT Scores
The top three areas with the highest CSAT scores were:
- Exercise classes (4.5)
- Reception (4.4)
- Campus Sport sessions (4.3)
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 83% of respondents were satisfied or extremely satisfied with the value for money of their membership.
Our overall net promoter score is 23:
| NPS | 2023/24 |
|---|---|
| Overall | 23 |
| Staff | 23 |
| Student | 23 |
| Community | 21 |