Surrey Sports Park Members Survey Results 2012

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A look back at our 2011 members’ survey

CAR PARKING Car Parking received the most feedback last year and following the granting of planning permission, we invested heavily to provide an extra 180 spaces in our main car park.

We are very pleased that since the expansion, the difficulties that members were facing with car parking have eased considerably, with survey responses reflecting this..

STAFF TRAINING Our staff are fully committed and endeavor to deliver the best possible experience to you. Over the past year we have ensured that our front line staff have had extensive and on-going training. Whilst this will be a continual process, we feel confident that we are delivering excellent customer service to you and have made great improvement on internal communications as a whole.

COMMUNICATION Communication is a vital ingredient for service excellence and we fully appreciate how important it is that we keep you well informed and up to date with what is going on at your club. We update our programme and timetable changes web page daily, as well as highlighting all changes in our weekly members’ newsletter and providing up-to-date information through facebook and twitter.

We are committed to providing you with as much notice as possible for events and changes and we would recommend keeping in touch as we head towards a very exciting Olympic period when we will have a number of live medal prospects from a number of different Nations training with us.

TENNIS Since the appointment of our head coach Nick Ingham, the Sports Park has developed an exciting new tennis programme with new additions to the programme such as adult and junior coaching, holiday courses, club night, adult boxes and leagues as well as the introduction of an annual club championship. With Wimbledon and the Olympics approaching we expect it to be a busy time for tennis.

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This year’s highlights in numbers

594 86.2% 76.3% 83.3% 78.1% 77.5% 76.9% Responses

of our members use the Sports Park because of its facilities

use the Sports Park because of location

would like to see a range of members’ benefits

of members use the health and fitness centre

said their member experience was either good or excellent

would rate their membership good or excellent in terms of value for money

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The results are presented by area and responses have been divided up and offered ‘higher satisfaction’, ‘medium satisfaction’ and ‘low satisfaction’ scores.

MEMBERSHIP

HEALTH AND FITNESS CENTRE

J HIGHER SATISFACTION

J HIGH SATISFACTION

76.9% would rate their membership good or excellent in terms of value for money

84% would rate our equipment as either good or excellent

77.5% said their member experience was either good or excellent

K MEDIUM SATISFACTION

K MEDIUM SATISFACTION 59.9% have referred a friend to Surrey Sports Park STAFFING

65% said there would have been a member of staff on hand to help 69% of those that use Fitlinxx find it useful L LOWER SATISFACTION

K MEDIUM SATISFACTION

24% have been asked if they need help with their fitness needs

55% of members thought our staff are either excellent or good

COMMUNICATION

CLEANLINESS

J HIGH SATISFACTION

J HIGH SATISFACTION

80.6% of members read our weekly emails

91.9% think that Surrey Sports Park is generally well maintained

73% think that our website is good or excellent at providing up to date information

K MEDIUM SATISFACTION

K MEDIUM SATISFACTION

70% said the changing rooms were either good or excellent

66.3% find our member emails useful

CLASSES AND COURSES J HIGH SATISFACTION

68% of those who ‘Like us’ on Facebook find our updates useful 65% of those who ‘Follow us’ on Twitter find our updates useful

92.3% would rate our classes and courses as good or excellent

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Key actions from your feedback

Earlier this year we invited you to tell us what you thought about your experience here at Surrey Sports Park. I am delighted to report that most of your feedback was very positive. I hope this report has briefly summarised the key responses that directly relate to member satisfaction to member satisfaction.

We received an increase in responses from last year with 594 members taking part, allowing us a valuable insight into how we are doing in the eyes of our members. Positive response was also up on last year with 77.5% saying their member experience was either excellent or good. Inevitably there are areas that require attention and we know there is still progress to be made in order to provide you with the service that you are entitled to.

One trend that was identified in this year’s survey was the difficulties you have been experiencing with our online booking system since our last upgrade. In response to this we have launched a new upgrade which features an improved system and enhancements such as an ‘all classes’ search option and a ‘forgotten username’ feature. We are confident that these developments will significantly improve the ease with which you can book online. We are continuing to work on improvements in this area.

Customer service training has been an on-going process and was highlighted again in many areas of the survey.

We are continuing to work on staff empowerment and development in all areas. So far this year our operations team have undertaken training coordinated by the University of Surrey to ensure an excellent level of customer service is consistently delivered to you across all departments.

Another issue highlighted through the survey were problems encountered during busy periods. We have increased the number of back office phone handling staff at peak times and are continuing to develop and improve the efficiency of our telephone system.

We are always looking to enhance your experience here at Surrey Sports Park and we welcome your feedback throughout the year. If you’d like to let us know about anything, whether good or bad, you can fill in one of our feedback forms or let a member of staff know. We read every feedback card and take all comments seriously. In return we will continue to work hard at improving our service to you.

Kind Regards,

PAUL BLANCHARD CHIEF EXECUTIVE

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Plans for London 2012

As we now look forward to London 2012 and an unforgettable summer of sport here at Surrey Sports Park, we are finalising our preparations to welcome athletes and coaches from 16 nations for Pre-Games Training Camps. We want to reassure our members that the centre will remain fully open during this time and we are currently finalising training schedules to keep any disruption to a minimum.

The period will prove to be an exciting time here for our members; you will have the opportunity to see Olympic athletes in action as they prepare for London 2012. We will be running a special Olympics programme which will offer members a chance to get involved in sport taster days, member challenges and opportunities to watch teams training and meet the athletes themselves.

Thank you for completing the survey and we hope you have an enjoyable summer here at Surrey Sports Park.

NATIONS TRAINING HERE THIS SUMMER OLYMPIC • Great Britain • USA • Singapore • Dominica • Nigeria • Estonia • Malta • Antigua and Barbuda • China • Phillippines • Mauritus • Mongolia • Cayman Islands

PARALYMPIC • Sweden • Argentina • Nigeria • Mauritus

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