Customer Survey 2018

Data Collection

This year’s survey received 645 responses, mainly by email.

The majority of responses received were from community members at 53%, followed by the student categories at 28% and 19% from staff.

We would like to further increase our response rate from students in future surveys, therefore we will be looking to change the schedule of when we send our surveys out.

Customer Satisfaction

The top 3 highest and lowest scoring areas in terms of satisfaction are shown on the table below:


Since the results of the survey we have completed a bench marking exercise for our membership prices against comparable facilities and we are happy to say data shows they continue to remain very competitive.

We plan to do more work on the promotion of the benefits of our membership packages to highlight their value for money, such as inclusion into the BUCS Universal scheme with all student and staff annual peak Memberships, allowing you access to any other facility within the scheme free of charge!

Over the next 12 months we will be investing into our current Leisure Management System, including a brand-new app and investigation into additional payment options online. We hope that this will encourage our customers to book online, helping them to avoid queuing at the reception desk and make it even easier to book and pay online. Look out for our online shop relaunch over the upcoming months!

Bookings and Payments

53% of respondents most regularly attended in person at the reception desk to make bookings.

60% of respondents had not used the online shop. Of those that had, booking classes and buying/renewing memberships were the most popular uses and 76% felt that it was easy to use.

Evaluation of Current / Proposed Services

Overall the majority of respondents would not be interested in attending a virtual exercise class (65%) therefore we have developed our largest ever instructor led exercise timetable with an incredible 50 classes per week!

Managing Customer Expectations

We are pleased to say 91% of respondents felt that the Centre met or exceeded their expectations of a University Sports Service.

To further improve our Customer Service, we have recently developed our website to introduce a Customer Service Section containing our regularly updated Customer Charter and You Said We Did publications.

 

 

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