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 also comment cards. The members who voiced their feedback came from various membership types, and the feedback was acquired from January through to March.

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? Join one of our latest focus groups!

When:

  • Monday 13th November 12:30-13:30
  • Friday 17th November 16:30-17:30

Where: Spinnaker Sports Centre, Seminar Room

Complimentary refreshments will be provided along with a gift of thanks. Please e-mail [email protected] to confirm your attendance.

YOU SAID...

"I'm all GRITted out! There's too many GRIT classes on the timetable!"

... WE DID!


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

"Can we have longer opening hours for St Paul's Gym please?"

... WE DID!


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.
YOU SAID...

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

... WE DID!


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!
YOU SAID...

"Can we have more Cardio Combat in vacation time please!"

... WE DID!


We added Cardio Combat onto our Easter timetable, and will be including it over the Summer timetable also!
YOU SAID...

"Steph is fab at pilates! Can we have more pilates classes please!"

... WE DID!


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.
YOU SAID...

"Can we have an evening Circuits class please?"

... WE DID!


We've added an evening Circuits class on Thursdays for our Summer timetable!
YOU SAID...

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

... WE DID!


We will be looking to purchase more plates in the summer, ready for September!
YOU SAID...

"The new rowing machines in St Paul's Gym are horrible! Bring the old ones back!"

... WE DID!


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!
YOU SAID...

"Host some type of 'Form Check Clinic' so we can be shown correct form!"

... WE DID!


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!
YOU SAID...

"I don't like the lights in Virtual Body Balance - they're too distracting!"

... WE DID!


Unfortunately, these lights are linked to an automated system and can't be turned off, but we are looking into a solution!
YOU SAID...

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

... WE DID!


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

"Bring back Body Blast!"

... WE DID!


We are looking to provide Body Blast in the new September timetable, depending on our instructors' availability!
YOU SAID...

"Can we have more classes based on dance fitness?"

... WE DID!


We added extra Zumba classes for the Easter and Summer timetable! You can also try Les Mills Virtual Sh'bam for something different!
YOU SAID...

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

... WE DID!


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.
YOU SAID...

"Can you install a punch bag in St Paul's Gym please?"

... WE DID!


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!
YOU SAID...

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

... WE DID!


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!

 

return to news