Customer Focus Groups – You Said, We Did!

We take pride in shaping our facilities and services to the requirements of our members.

From feedback we’ve received in our recent focus groups, we’ve made some key changes in how we run our facilities.

We wanted to share these changes with you, and show you just how important your feedback is!


Whether you visit us daily or not so often, we love hearing from you! Over the last few months, we’ve been listening very carefully to your requirements, and we’ve made some positive changes!
The comments below have been collated across all feedback methods including our focus groups, feedback boards in receptions and comment cards. The members who voiced their feedback came from various membership types, and the feedback was acquired from 2017.
From careful analysis of the comments gathered, we’ve picked out the top trends and acted on changing our facilities and services to our best ability. We will be publishing feedback from our Customer Survey at a later date.

 

Join our latest focus groups!

Want to help us improve our services and facilities? Get ready for our Breakout Feedback Sessions!

When: Monday 23rd April until Sunday 6th May

Where: Spinnaker Sports Centre and St Paul’s Gym

We will be using an exciting new format for our Customer Focus Groups! Our staff will be requesting feedback at random times over a two week period, with a selection of quick, scaleable questions.

In return for taking part, you will receive a hot drink voucher to use on campus!

If you are determined to have your feedback heard and would rather not leave it to chance, we will be hosting short dedicated sessions at both locations across two dates:

  • Tuesday 24th April, 5pm – 6pm at St Paul’s Gym
  • Tuesday 1st May, 12pm – 1pm at Spinnaker Sports Centre

Please e-mail [email protected] for more information.

YOU SAID…

… WE DID!

“Please fix the gym equipment faster and notify us when they are fixed.”

Member, July – Dec 17

“We have recently purchased a new service contract for our kit at St Paul’s Gym and Spinnaker Sports Centre. Engineers are usually on site within 48 hours of the request, with repairs being completed quickly. We have also recently reupholstered the equipment at St Paul’s Gym.”

Sport and Recreation

“Please can you have longer weekend hours?”

Member, July – Dec 17

“Currently we are unable to do this due to staff resources and our financial budgets. As part of the new sports facility, we are planning to remove our term-time / vacation operational hours. We aim to be open 363 days a year, from 6:30am – 10:30pm (weekdays) and 7am – 9pm (weekends) – times to be confirmed.”

Sport and Recreation

“The music is not appropriate and motivational enough. You play too much Taylor Swift!”

Member, July – Dec 17

“We are looking at new methods and options with our music –  we are always happy for requests! Just ask at the desk!”

Sport and Recreation

“Can you install an extra water fountain at St Paul’s Gym please, preferably the top floor.”

Member, July – Dec 17

“Unfortunately, due to financial restrictions and the cost required, we are unable to install water machines at this height. We do have double units in both buildings to cope with demand.”

Sport and Recreation

“We want more 10kg weights!”

Member, July – Dec 17

“We have ordered more 10kg weights! They are now available to use.”

Sport and Recreation

“Please can you host more weekend classes?”

Member, July – Dec 17

“Due to low attendance levels at the weekends, it would not be viable to add more classes. Let us know what type of classes you would prefer and we will do our best!”

Sport and Recreation

“The boxing gloves smell! Please clean them or replace them?”

Member, July – Dec 17

“We now have fresh new boxing gloves!”

Sport and Recreation

“Please host more gym workshops and challenges”

Member, July – Dec 17

“We are working on creating new gym workshops for you in the near future! Keep an eye on the ‘What’s On’ section in our app UOP Sport!”

Sport and Recreation

“Is there anyway we can be sent our booking information instead of coming in to one of your centres to retrieve our PIN?”

Member, July – Dec 17

“We now have automated introduction emails during the sign-up process, which provides members with their PIN, links to our apps and a breakdown about what is included in their membership.”

Sport and Recreation

“Please bring back Ballet Fitness!”

Member, July – Dec 17

“We are pleased to welcome to our team Javier and Hayley who are our new Fitness Instructors! Ballet Fitness is back and will be taught by Hayley!”

Sport and Recreation

“I’m all GRITted out! There’s too many GRIT classes on the timetable!”

Member, Jan – Mar 17

“In Easter, we reduced the number of GRIT classes on our timetable, and balanced it out with more non-GRIT classes!”

Sport and Recreation

“Can we have longer opening hours for St Paul’s Gym Please?”

Member, Jan – Mar 17

“Although we are unable to provide longer opening hours with our current staffing structure, we will be looking to have extended opening hours with the new facility, expecting to arrive within the next 3 years.”

Sport and Recreation

“Please can you add the instructor name next to classes, so we know who is teaching?”

Member, Jan – Mar 17

“We’ve added instructor names where possible, but classes are often shared or last minute changes will mean this is not always possible. You can always call us for a confirmation!”

Sport and Recreation

“Can we have more Cardio Combat in Vacation time please!”

Member, Jan – Mar 17

“We added Cardio Combat onto our Easter timetable, and will be including it over the Summer timetable also!”

Sport and Recreation

“Steph is fab at Pilates! Can we have more pilates classes please!”

Member, Jan – Mar 17

“An extra evening Pilates class was added in January, and we have also recently been running 5 week STOTT Pilates courses Amanda. We are considering extra classes for the Summer timetable.”

Sport and Recreation

“Host some type of ‘Form Check Clinic’ so we can be shown correct form!”

Member, Jan – Mar 17

“We hosted new FREE drop-in gym workshops in May and we will look to continue these throughout the year. Our instructors will be spending more time in the gym also, so if you’re unsure – just ask!”

Sport and Recreation

“Can we have more classes based on dance fitness?”

Member, Jan – Mar 17

“We added extra Zumba classes for the Easter and Summer timetable! You can also try Les Mills Virtual Sh’bam for something different!”

Sport and Recreation

“Can we have an evening Circuits class please?”

Member, Jan – Mar 17

“We’ve added an evening Circuits class on Thursdays for our Summer timetable!”

Sport and Recreation

“I don’t like the lights in Virtual Body Balance – they’re too distracting!”

Member, Jan – Mar 17

“Unfortunately, these lights are linked to an automated system and can’t be turned off, but we are looking into a solution!”

Sport and Recreation

“Can you do more to educate members wiping down machines, putting weights back etc!”

Member, Jan – Mar 17

“Our instructors will be spending more time in the gym to help supervise this problem. By September, we will also have our ‘Gym Etiquette’ posters on display to educate new members.”

Sport and Recreation

“Can you purchase more 10kg plates for [email protected] please!”

Member, Jan – Mar 17

“We will be looking to purchase more plates in the summer, ready for September!”

Sport and Recreation

“You need to educate members more about Virtual Classes and what equipment is needed!”

Member, Jan – Mar 17

“We will be looking to provide more staff support for Les Mills Virtual classes in September, to help educate new members and increase participation!”

Sport and Recreation

“Can you install a punch bag in St Paul’s Gym please?”

Member, Jan – Mar 17

“The building layout (and structure!) cannot currently support a punch bag, but there is one available to use at [email protected] in Spinnaker Sports Centre!”

Sport and Recreation

“The new rowing machines in St Paul’s Gym are horrible! Bring the old ones back!”

Member, Jan – Mar 17

“The old rowers are now located in [email protected] in Spinnaker Sports Centre, and we will look at getting the same rowers for the new facility!”

Sport and Recreation

“Bring back Body Blast!”

Member, Jan – Mar 17

“We are looking to provide Body Blast in the new September timetable, depending on our instructors’ availability!”

Sport and Recreation

“The turnstiles at St Paul’s Gym are great! I like the improved waiting time of entering the gym but I miss the interaction with the staff!”

Member, Jan – Mar 17

“Now that our staff are not needed as much on the reception desk, they will be spending more time within the gym, maintaining the cleanliness and offering advice when needed! You can still stop to chat to us!”

Sport and Recreation

 

 

 

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