KAL Survey Results 2010
KAL's Member Survey Spring 2010
In a recent survey of the KAL MORE members the results show a satisfaction score of 74i with their membership – and in some centres, 9 in 10 members would recommend it to a friend!
More than one thousand customers filled in a membership survey recently across all eleven KAL centres.
The results were extremely positive. And it also gave staff the opportunity to evaluate areas that did not score so well to try to improve the customer experience and help members achieve their goals.
Of those who took part in the survey, 70% thought the membership was value for money, and 74% were satisfied overall with their membership. Most people chose the KAL membership scheme because of the locality of the centre, with the next biggest reason being the price.
More than a third reported speaking with staff members on every visit.
Half our members join the gym scheme to improve their general fitness, with a quarter wanting to lose weight. A third had been a member for three years or more, which is a very positive indictment of the centres and staff.
A staggering 83% of those questioned felt that they had either achieved their goals, or were making steady progress in achieving their goals within our facilities.
Business improvement manager Joe Baker said: “There are some great results within this survey but also areas in which we can work to make the customer happier.
“One interesting point was that 90% of customers who were spoken to by staff on every visit had achieved their goals or were progressing towards those goals. This is very encouraging and will be included in our staff training.
“There was a correlation between levels of satisfaction and sites which have recently been refurbished. This helps to make sure that we continue our investment project with Kirklees Council in improving the sporting facilities we offer the people of Kirklees.”
Click here to read the full report of the Member Survey 2010
i Satisfaction index is scored out of 100
KAL's Customer Satisfaction Survey 2010
Our customers are satisfied with KAL!
More than 75% of customers are satisfied and 85% are happy with our staff.
These are just two of the positive results that have come from a recent customer survey carried out earlier this year in all our centres.
More than 1,100 customers gave us their opinions about KAL and our facilities through a customer satisfaction survey. The results are now in and the key outcomes are very positive. High standards have been maintained in 2009-2010 and the results show that there have been improvements since last year’s survey took place.
Just like last year, satisfaction with our staff scored the highest in the survey with a fantastic result of 85%. This proves that our customer relations standards have not dropped and we are still working hard to maintain a high level of service.
Our customers gave KAL a rating of more than 75% for the following:
- Overall satisfaction with KAL
- Overall value for money
- Overall satisfaction of information provided
- Overall satisfaction of facilities provided
Overall improvement: Over 60% of customers think our service has improved since April 2009.
Environmental: Over 80% of our customers find environmental issues very important in relation to facilities provision.
Branding: Over 60% of our customers associate the KAL brand and logo with the facility they use.
But there were areas for improvement and we won’t be complacent.
Customers were asked how effective we have been at providing information over the last 12 months. The website scored the lowest at 67%, however with the launch of the new website in February this score is likely to be improved on over the next 12 months.
Customers were also asked to rate us on our customer service skills. The results showed that answering the telephone was our weakest area. Improvements to the telephone system are planned for 2010-2011 which will include the roll out of an automated phone system across the KAL sites.
