Latest customer survey results
Data collection
This year’s survey received 633 responses, mainly by email. The majority of responses received were from student members at 48%, followed by the community categories at 41% and 11% from staff.
Customer satisfaction and importance
The top three highest and lowest scoring areas in terms of satisfaction:
| Highest scoring | Lowest scoring |
|---|---|
| Exercise classes instructors’ knowledge | Range of café products |
| Reception area cleanliness | Swimming pool timetable |
| Swimming pool area cleanliness | Variety of exercise classes |
CSAT Scores
The top three areas with the highest CSAT scores were:
- Exercise classes (4.6)
- Reception (4.4)
- Campus Sport sessions (4.4)
Managing customer expectations
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 32:
| NPS | 2022/23 | Previous Survey |
|---|---|---|
| Overall | 32 | 21 |
| Staff | 43 | – |
| Student | 32 | 20 |
| Community | 29 | – |