Earlier this year we again invited you to take part in our annual Members’ Survey to tell us what you thought about your experience here at Surrey Sports Park. Your feedback is invaluable to ensuring we provide the best member experience possible to identify areas of progress and areas of improvement. We received over 750 responses which is the highest number since we launched the survey, giving us a valuable insight into how we are performing. We hope this review highlights the key areas which you have identified for us to address. This report will briefly summarise the key responses, presented through ‘high satisfaction’, ‘medium satisfaction’ and ‘low satisfaction’ scores. Key actions have been highlighted from the main feedback areas and common themes within the responses, and we are
pleased to inform you of how these issues are being addressed moving forward. We are continually looking to improve your member experience here at Surrey Sports Park and we welcome your feedback throughout the year. If you have any feedback or comments, whether positive or negative, you can fill out one of our feedback forms found at Front of House, speak to any of our staff who will be happy to help, or alternatively email feedback@surreysportspark.co.uk. We will ensure that you receive a prompt response. We take all feedback seriously, and in return we will continue to work hard at improving our service to you.
Paul Blanchard Chief Executive
THE RESULTS
The results are presented by ‘high satisfaction’, ‘medium satisfaction’ and ‘low satisfaction’. And ‘Low Satisfaction’ Scores.
HIGH SATISFACTION
MEDIUM SATISFACTION
97% rate classes and courses as good or excellent
67% rate the quality and condition of equipment as good or excellent
91% believe Surrey Sports Park is generally well maintained
66% rate the Surrey Sports Park website as good or excellent for keeping them up-to-date
81% find out about key Surrey Sports Park information via email 81% of members use Surrey Sports Park for its quality of facilities 79% use Surrey Sports Park twice or more a week 79% have or would recommend a friend to Surrey Sports Park 76% rate their member experience as good or excellent
65% find the Surrey Sports Park weekly member emails useful 63% use the Health and Fitness Centre 63% use ticket collection kiosks 61% rate the condition of the changing rooms as good or excellent 60% rate Fitness staff and Group Fitness instructors as good or excellent
75% rate their membership as good or excellent value for money
55% of members rate their likelihood to recommend a friend to Surrey Sports Park as 8 or above
73% rate Front of House staff as good or excellent
55% rate the availability of equipment as good or excellent
73% of members are aware of Surrey Human Performance Institute’s offering
53% visit Starbucks once or more a week
LOW SATISFACTION
50% rate overall customer service at Surrey Sports Park as 8 or above
45% rate the online booking system as 8 or above for being user friendly
49% have been a member of Surrey Sports Park for over 2 years
34% visit the Bench Sports Bar once or more a week
49% of members said there has been a Fitness staff member available to help
29% of members are not connected with Surrey Sports Park’s social media channels
48% of members would consider taking a health check
29% rate the website ease-of-use as 8 or above
50% rate Surrey Sports Park Operational staff as good or excellent
40% would consider taking an exercise test
27% of members book courts regularly or occasionally
THIS YEAR WE WERE DELIGHTED TO RECEIVE 753 RESPONSES.
KEY ACTIONS GROUP FITNESS CLASSES
You said Feedback received in this year’s Members’ Survey included the recurring issue of over-subscribed group fitness classes, leading to suggestions of additional classes being offered during peak times. Class etiquette was also a concern for a number of members.
Moving forward Following the feedback of overcrowded group fitness classes, we promise to explore booking issues around classes, including cancellation procedures, class management and no-shows. We will also endeavor to explore the option of additional group fitness classes during peak times.
The key feedback areas and common themes which we are looking to improve moving forward.
WATER FOUNTAIN AVAILABILITY You said
Many comments regarding water fountain availability were received in this year’s survey. This is an issue we take extremely seriously, and are already looking at a long-term solution.
Moving forward We are delighted to announce the impending arrival and installation of a new HydraChill Water Refilling Station. This innovative 2-in-1 water cooler machine distributes both reusable plastic drinking bottles, as well as 500ml of chilled water for those who already have their own water bottle.
We can assure you all classes will be under constant review, and feedback will be gathered from instructors where appropriate. We understand group fitness classes are incredibly popular, and are looking to rectify the issue as soon as possible.
HEALTH AND FITNESS SUITE
CANCELLATION POLICY
We are aware of the popularity of the gym, and subsequently are delighted to announce a major gym refurbishment is planned for 2015. With this refurbishment we hope to ease some of the peak time overcrowding, as well as enhance the gym to benefit members further.
You said
As briefly mentioned above, numerous comments have been received regarding our existing cancellation policy. Unfortunately there is still a considerable number of people booking courts or onto group fitness classes, and failing to cancel their booking if they are unable to attend. Therefore further action is to be taken to combat this recurring issue.
Moving forward As you will be aware, online cancellation has been implemented onto our booking system, however we understand the policing of cancellations need further consideration and improvement. Policies are already in place with squash court bookings, and we will be looking to expand this to other areas of the business over the coming months, but we do ask members to be considerate in minimising no-shows and last minute cancellations.
You said
This year we received feedback around the quality of the equipment in the Health and Fitness Suite, as well as the layout and overcrowding issues.
Moving forward
A £40,000 refurbishment of the floor in the free weights area has already taken place this year. With regards to the equipment quality, we would like to assure you the gym is being constantly reviewed and monitored, and new equipment options are currently being explored.
EQUIPMENT MAINTENANCE You said
In additional to the maintenance of the equipment in the Health and Fitness Suite, there were raised concerns from members regarding other fitness equipment, including the kettlebells and steps used in group fitness classes.
Moving forward We are delighted to confirm we will be replacing the existing kettlebells and steps in the studios with brand new ones. These are currently on order and will be arriving shortly. A review and maintenance programme will be put in place in order to monitor the equipment. Your feedback is greatly appreciated and we would like to encourage members to regularly report any issues with the equipment at Surrey Sports Park.
Feedback snapshots
HEALTHIER BENCH SPORTS BAR MENU You said
It has been brought to our attention that there are concerns over the menu and food options available in the Bench Sports Bar.
Moving forward We can confirm the menu has been readdressed, with a number of healthier options being integrated into it. We have just launched the new summer Bench Sports Bar menu, which includes a significant increase in the number of healthy dishes. Following the reviewed success of this menu, we will look to include further healthier options in the autumn menu moving forward.
FEEDBACK SNAPSHOTS “SSP is a good facility. My membership is not just because of the convenient location, but also the quality provided is excellent.”
“Need to publicise the excellent facilities more. A lot of residents are not aware that they can use the Sports Park.”
“There has been a massive improvement in the staff over the last three years.”
“It’s really great to see you tackled the tiles in the swimming pool main showers. It looks great! Well done and keep up the good work, it is noticed.”
“The staff are generally extremely helpful and the fitness instructors are enthusiastic and professional.”
“I love being a member as the facilities are great and the class variety is wide and very good, but I have considered cancelling my membership on several occasions. The only reason for this is getting into classes – it is so difficult to book onto them sometimes.”
THANK YOU FOR YOUR SUPPORT OVER THE LAST 12 MONTHS AND WE LOOK FORWARD TO ANOTHER SUCCESSFUL YEAR AT SURREY SPORTS PARK.
Surreysportspark.co.uk