Latest News Customer Survey Results 2009
Customer Survey Results 2009
Last Updated on Thursday, 02 April 2009 07:45 Monday, 23 February 2009 09:03
Customer Survey Results 2009
Thank you to all our customers who took part in the 2009 Customer Survey. We had 1481 surveys completed across our centres. The information you gave us helps us measure the quality of our service and allows us to plan for the future.
How satisfied are you with levels of service?
Survey graphs and year on year comparisons to follow
Downs Leisure Centre
Customer SurveyFeedback 2009
I would like to thank all of our customers who took the time to complete our recent customer survey.
One of my commitments last year was to improve the cleanliness of the centre, and I was really pleased to see that the satisfaction of the cleanliness of showers and changing rooms increased from 83.0% to 88.9%, and the cleanliness of the centre from 83.6% to 92.6%.
We have reviewed and improved our standard checklists, introduced more deep cleaning regimes, and introduced regular checklists in our toilet areas. We have recently employed a new cleaner who works late at night, and we have reviewed and changed his working regime. This will allow him to be more focused in what is being completed, therefore getting the centre to the best start each day. We will continue to monitor and review all checklists, and are currently reviewing the one for PlayZone.
The quality of instructors and teachers has improved from 92.1% to 94.8%. We have a new Customer Obsession whereby we don’t cancel classes, and this has improved our consistency. We have also purchased a lot of exercise equipment this year, e.g. bars and hand weights, and hopefully this is also reflected in the increased satisfaction level.
As an aid to offering 'value for money' ,we have recently introduced a Price For Life on our Platinum memberships that allows customers to never have a price increase. Please ask at reception if you would like more details. We have also just ordered more furniture for PlayZone, including chairs, tables, tables for children’s parties, and themed bins. This will improve the value for money for this popular children’s’ area.
Fred Furner
Centre Manager
Lewes Leisure Centre
Customer Survey Feedback 2009
I would like to thank all of our customers who took the time to complete our recent customer survey.
The results for 2009 show that we had a slight decrease in our overall performance, with the centre delivering a final score of 93.9% satisfaction which is 1.1% less than last year.
However there were areas that we did improve and you asked us to focus our efforts relating to booking procedures and a number of changes were introduced and the results show an increased improvement of 1.8% compared to last year.
Positive feedback has been received regarding our cleaning schedules and increased activity at peak times where we have employed an afternoon cleaner who is highly visible and very proactive in ensuring that your centre is kept clean and tidy.
To date we have not cancelled any of our exercise and swimming classes, we always endeavour to find cover or to offer an alternative contrasting activity appropriate for your chosen discipline.
Cleaning and customers service continues to be our obsession and we will work harder to ensure that during your visit your are met by friendly and professional staff and the facilities that you use are clean and well maintained.
Finally, it is once again very encouraging to see so many positive comments regarding our services; we will continue to work harder to deliver an excellent service to you all.
I would like to thank you for your continued support, and I look forward to seeing and meeting you during this coming year.
Paul Douglas-Smith
Centre Manager
Seahaven Swim & Fitness Centre.
Customer Survey Feedback 2009
I would like to thank all of our customers who took the time to complete our recent customer survey.
I am delighted to see that that the satisfaction rating in 5 out of the 8 areas customers were asked about is over 95%.
It is also very pleasing to see that the satisfaction rating for the two cleanliness areas has improved as we have invested a lot of time in this area over the last year.
Whilst this is great news we recognize that we can improve still further, especially in the areas that scored lower than last year and over the coming months will be striving to improve our services and performance
The overall satisfaction score was 93.9% which is excellent news and I can assure you the whole team at Seahaven Swim & Fitness Centre will be working hard over the coming year to maintain and improve this level of satisfaction.
We look forward to welcoming you at Seahaven Swim & Fitness Centre over the coming year.
Neil Cameron
Centre Manager
Peacehaven Leisure Centre
Customer Survey Feedback 2009
I would like to thank all of our customers who took the time to complete our recent customer survey.
I am delighted to see that that the satisfaction rating has increased in 7 out of the 8 areas customers were asked about and the rating is over 95% in 7 out of the 8 areas. It is especially pleasing to see that the rating for the cleanliness of the changing rooms and showers has increased significantly over the last year. Whilst this is great news we recognise that we still have work to do the team will continue to strive to improve this even further.
The one area that scored lower than last year was the booking procedures and we have reviewed the priority booking periods for exercise classes for our valued Platinum Members to try and address this issue.
The overall satisfaction score was 97.1% which is excellent news and I can assure you the whole team at Peacehaven Leisure Centre will be working hard over the coming year to maintain and improve this level of satisfaction.
We look forward to welcoming you at Peacehaven Leisure Centre over the coming year.
Neil Cameron
Centre Manager
