Latest Customer Survey Results

Data Collection

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:

Highest Scoring

Lowest scoring

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:

Highest Scoring

Lowest scoring

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

Online Shop

58% of respondents did not use the online shop.  Of those that did, booking/cancelling classes was the most popular use (27%).Trolley

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.

Communication

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

Green tickOverall the majority of respondents would have an expectation that a sports centre would offer value for money for memberships (83%).

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

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