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THE REVIEW Earlier this year we again invited members to tell us what you thought about your experience here at Surrey Sports Park over the past year. I’m happy to report that the majority of feedback was very positive and I hope this review highlights the key areas which you have identified for us to address. Your feedback is invaluable to ensuring we provide the best member experience possible and to identify areas of progress and areas of improvement.

We received over 600 responses which is the highest number since we launched the survey, giving us a valuable insight into how we are doing. We are delighted with the improved positive responses since last year, with 77.6% of members rating their member experience as either good or excellent. Inevitably there are areas that still need improving and we will endeavour to work on these to enhance your member experience further. The last year has been a proud year for Surrey Sports Park, the pinnacle coming last summer when we hosted 16 Olympic and Paralympic teams for London 2012 pre-games training camps. I again would like to thank you for your co-operation and patience during that exciting period and I hope you enjoyed rubbing shoulders with some of the world’s finest athletes. Since the last Surrey Sports Park Members’ Survey in 2012, we have seen several changes. One key area of focus was to improve the standard of customer service across the Sports Park. We have continued to train and develop staff and are very pleased to announce that improved customer service was highlighted in this year’s survey. However, we are continuing to focus on this and it is a constant priority for us. Another area of focus for us over the last year has been the Health and Fitness Centre. With 73.9% of members using our gym facilities, we endeavour to maintain it to the highest standard possible. Responding to your feedback, we installed a stretch and functional training area late last year which increased space for free training, along with a programme of free ‘Move It’ fast classes, which utilise the new space. This has been very positively received. We have continued to develop our sports programmes to engage you and your families with sporting activities, increasing participation in all areas. These programmes including our learn to swim programme, tennis and squash clubs are continuing to grow and expand the offering for members to take part in fun, organised sport, or learn new skills supported by our quality group of coaches.. Finally, the other major consideration from 2012 was our online booking system. 80.2% of members currently use the system, which we have already invested a significant amount of time and resource into. However, we are continuing to improve your member experience and increase ease-of-use throughout 2013. We are currently undergoing a complete online system restructure, adding enhancements to the system that will include better cancellation functions and improved navigations. We are planning to introduce a mobile booking application later this year to enhance your online booking process and allow you to book your favourite sessions and classes on-the-go. More information on the enhancements will follow shortly. We are always 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, or email feedback@surreysportspark.co.uk, and we will ensure that you receive a response promptly. We take all feedback seriously, and in return we will continue to work hard at improving our service to you. Thank you for your support over the last 12 months and we look forward to another healthy and successful year at Surrey Sports Park. PAUL BLANCHARD CHIEF EXECUTIVE


SURVEY SNAPSHOT THIS YEAR’S HIGHLIGHTS IN NUMBERS:

623 89% 76% 85% 74% 78% 75% 81%

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 of our members use our online booking service


THE RESULTS

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

MEMBERSHIP HIGH SATISFACTION 75% rate membership as good or excellent value for money 78% rate their member experience as excellent or good

MEDIUM SATISFACTION 64% of members rated their likelihood to recommend a friend to Surrey Sports Park as 8 or above

HEALTH AND FITNESS CENTRE HIGH SATISFACTION 84% rate the equipment as good or excellent

MEDIUM SATISFACTION 55% of members said there has been a crew member available to help

CATERING MEDIUM SATISFACTION

STAFFING MEDIUM SATISFACTION 49% rate overall customer service as 8 or above

50% of members visit Starbucks at least once a week

LOW SATISFACTION 39% of our members visit the Bench Bar once a week or more

CLEANLINESS HIGH SATISFACTION 94% of members think Surrey Sports Park is generally well maintained

MEDIUM SATISFACTION 64% rate condition of the changing rooms as excellent or good

CLASSES AND COURSES HIGH SATISFACTION 93% of members rate the classes or courses as good or excellent

MEDIUM SATISFACTION 42% of members rate the user-friendliness of our online booking system as 8 or above

COMMUNICATION HIGH SATISFACTION 72% of members read our weekly member emails

MEDIUM SATISFACTION 70% of members rate our website as good or excellent for providing them with up-to-date information 65% of members find the weekly member emails useful 44% of members use the ticket collection kiosk

LOW SATISFACTION 36% rate our website as 8 or more in terms of ease-to-use and getting information they want quickly


FEEDBACK SNAPSHOTS

“KEEP UP THE GOOD WORK. STAY FLEXIBLE AND CHANGE DÉCOR AND WINDOW LOGOS ON A ROLLING BASIS. DON’T ALLOW THINGS TO BECOME STALE”

“A SMARTPHONE APP WOULD BE INCREDIBLY USEFUL”

“WHILE I HAVE GIVEN NEGATIVE COMMENTS ABOUT THE CLEANLINESS AND MAINTENANCE, I HAVE NOTICED GOOD IMPROVEMENT SINCE MY COMPLAINT” “YOUR ONLINE BOOKING SYSTEM IS QUITE GOOD ACTUALLY. ONLY MINOR IMPROVEMENT WOULD BE IF YOU COULD CANCEL EVERYTHING ONLINE”

“IT’S FANTASTIC TO BE A MEMBER OF A WORLD CLASS FACILITY. I FEEL PROUD OF SSP”

“CUSTOMER SERVICE FROM THE HEALTH AND FITNESS CREW HAS IMPROVED A LOT IN THE LAST 12 MONTHS”

“A VERY WELL MANAGED FACILITY WITH SOMETHING FOR EVERYONE”

“VERY DIFFICULT TO BOOK SQUASH COURTS AT A SENSIBLE TIME EVEN TWO WEEKS IN ADVANCE”


MOVING FORWARD CANCELLATION POLICY In addition to our online booking system improvements, we will ensure that an easier cancellation option is available to all members. Over the coming months we will be introducing a campaign to ensure effective ticket collection and court check-in policies are in place in order to avoid no-shows. Once education and policies have been finalised, and the cancellation process becomes easier, we will begin to enforce the cancellation policy to persistent offenders to ensure that all popular classes and court times are fully utilised. WEBSITE We are currently undergoing a website development programme of improvements which will enhance your experience when using the existing Surrey Sports Park website. Developments will include easier navigation, clearer options and a more user-friendly site. Over the course of the next year we are planning to introduce a new website that is mobile compatible after almost 60% of our members access the website from mobile and tablet devices. CLASS AND FACILITY CANCELLATIONS AND CHANGES Although we endeavour to keep all cancellations and changes to advertised timetables and programmes to a minimum, inevitably there are times when these do occur throughout the year. To ensure you are kept up-to-date we have started to introduce a new text service to inform members of class cancellations or alterations. For this reason, we advise all members to keep us informed of any changes to your contact details so we are able to contact you when we need to. We will also continue to update all cancellations and changes via a variety of communication channels. Be sure to check our weekly member update emails every Thursday as they will always include upcoming changes and cancellations. However, for more ad-hoc, unavoidable changes, please also connect with us on social media by following us on twitter and ‘liking’ us on Facebook. Of course you can also check the programme and timetable changes page on the website too, which in navigable from the homepage ticker. CUSTOMER SERVICE TRAINING Customer service training across all areas of the business will continue to play a key role in improving your member experience over the next 12 months. We are committed to continue developing our staff knowledge, qualifications and expertise so as to ensure they are best equipped to deliver a helpful and welcoming environment here at Surrey Sports Park.


Members Survey 2013 Results