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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 scoringLowest scoring
Exercise classes instructors’ knowledge & attitudeRange of café products
Reception area cleanlinessSwimming pool timetable
Campus Sport cleanliness & variety of activitiesValue 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: