Customer Survey Report 2013

Transcription

1 Sport and Recreation Customer Survey Report 2013 The University of Portsmouth Sport & Recreation department has 400,000+ visits and uses of it s facilities and services each year by over 20,000 different users. Sport & Recreation conducted its biannual Customer Survey using only an online questionnaire over a two week period in 22nd April The survey consisted of qualitative and quantitative questions in an attempt to gain feedback on the services offered, areas to improve, where to prioritise future investment and to monitor the quality of the experience delivered. The survey was open to anyone who had used the facilities or services, with 713 responses collected in total. Of the respondents 62% were Students, 32% Staff, 4% associate and 5% community. 85% of staff and students believe Sport and Recreation activities are important in enhancing their University life

2 Facts and Figures - Gym and Memberships 89% of our members feel membership is great value for money 58% of members have full annual memberships 29% of members use St Pauls gym 3 times a week, Mondays being most popular 72% feel it is very important to have a wider variety of equipment in the gym and 67% feel it very important to have a bigger floor area in the gym 68% describe the busyness of the gym as just about right Thank You- the highest percentage of respondents also rated the following areas as either excellent or good Customer service Staff knowledge Accessibility and availability of staff Cleanliness of gym and studio areas Cleanliness of changing and general areas 87% prefer to use cardiovascular equipment, 62% use strength equipment & 44% use freeweight equipment the most during their workouts Subsequently, 73% of members deem it very important to have more cardiovascular equipment

3 Facts and Figures - Classes, Coach Education, Intramural Sport 48% attend fitness classes 58% of respondents participate in ALBT 70% of people didn t know what Intramural Sports is. 95% of you think our class programme is excellent or good 96% of respondents rated our class instructors as excellent or good 40% of those who had participated within the Intramural Sports Programme rated it good value for money with the facilities being marked as good by 64% of respondents Football is the most popular Intramural Sport with the majority playing in the football leagues and tournaments You didn t know - 67% of respondents weren t aware about coaching courses we offer Furthermore 71% did not know that you can book places and find details on the University s online store Communication from staff and the organisation of events was rated highly

4 Facts and Figures - Investment 53% of respondents rate an extension to the gym a high priority An extension of opening hours at weekends are also a high priority for 44% of you 76% of respondents strongly agreed that the University should invest more money in improving and expanding sports facilities and programmes 71% of respondents deemed the improvement of indoor facilities such as the addition of a swimming pool, double sports halls or climbing wall as a high priority Looking ahead what are we doing? Actions - Gym We have spent 60k upgrading our CV quipment including 8 new running machines and 6 new arc trainers We have spent a further 25k on new strength Actions - Intramural Sport We are rebranding Intramural Sport from Sep13 to make it easier for people to understand. It will be called Campus Sport with increased promotion We have prioritised Campus Sport and given it more facility time and prime time slots to ensure more students can engage in the programme We have increased the programme to incorporate more sports, more leagues and a brand new Parkrun 5km running event which is completely FREE taking place weekly on Southsea seafront and free weight equipment and 20k on 6 new bikes ready for Aug 13 We will have new peak and off peak times from Sep 13 to continue to try and spread the customer usage of our facilities We have commissioned designs for gym extension ideas and a new sports centre and are planning on submitting business cases for capital investment for these from Sep13.

5 Actions - Classes We will be running more of our high demand classes throughout the week and at peak times We are investing in a further 6 spinning bikes We will be delivering sports hall based classes such as Circuits, Bokwa, Piloxing and Zumba whilst upgrading the sound system in the Sports Hall. We are upgrading our leisure management software to further improve our online booking process for classes plus the option to pay as you go for classes online from Sep 13 From Sep 13 we will have a live feed to our class timetable on our website, digital signage and on a free downloadable app From Sep 13 we are prioritising classes and continually reviewing our programme to include more hot new classes and delivery of more in demand classes We are increasing our investment in our staff instructor training to increase the range of delivery of our staff Actions - Coach Education We are rebranding Coach Education to fall under the new name of Coaching. This will incorporate all our activities including coaching courses, sports volunteering, mentoring and academic course delivery As part of our new website remodelling we will be changing our coaching pages and including a new online registration and student management software

6 Actions - Customer Service and Developments Sport & Recreation to continue to invest in customer service with a graduate trainee position secured from Sep 13 to audit our processes and secure Customer Service Excellence accreditation by Sep 14 By April 2014 a new staffing structure will be in place for Sport & Recreation to maximise our staff resources and enhance our customer service delivery Business cases, architectural designs and requests for capital investment in improved and expanded sports facilities are in place and negotiations for investment in sport with VCE are planned from Sep 13. These range from gym extensions to a brand new sports centre with a swimming pool Thank you for taking the time to complete our survey and for your continued support, should you have any questions about the results of the survey or any future developments please sport@port.ac.uk t: (023) w: e: sport@port.ac.uk