This year’s survey received 973 responses, mainly by email.
The majority of responses received were from community members at 44%, followed by the student categories at 42% and 14% from staff.
Customer Satisfaction & Importance
The top 3 highest and lowest scoring areas in terms of satisfaction are shown on the table below:
|Quality of facilities provided||Value for money – memberships|
|Standard of cleanliness in the Centre||Online Bookings and Payments System|
|Quality of equipment provided||Navigation and content of Edge Hill Sport’s website|
The top 3 highest and lowest scoring areas in terms of importance are shown on the table below:
|Quality of facilities provided||Music in Swimming Pool|
|Standard of cleanliness in the Centre||Edge Hill Coffee Shop|
|General staff attitudes||Quality of marketing literature|
31% of respondents agreed with the statement “The Online Booking and Payment System is easy to use”.
54% of respondents said that they didn’t use it because they didn’t need to.
There was an equal split of responses for what methods of communication respondents were aware of to make a congratulation, suggestion, comment or complaint about our service, the majority being verbal in the centre (43%).
Managing Customer Expectations
We are pleased to say 88% of respondents felt that the Centre met or exceeded their expectations of a University Sports Service.
Our Overall Net Promoter Score is 21