Customer Satisfaction Survey Results – December 2019
Thank you to all of our members and visitors who completed our Customer Satisfaction Survey late last year. We are focused on continually improving our service and support to you, so we really appreciate you taking the time to tell us what you need and want. Below are some of the key take outs.
A FEW THINGS WE’RE PROUD OF
You’re happy with our service and facilities: We were really pleased to see an increase in overall Customer Satisfaction for the quarter, with an overall average Satisfaction Rating of 8.18 / 10.
PARC is clean, fun and friendly: We ask each segment what words come to mind when you think of PARC. Across all segments the three main words stated were: CLEAN, FUN and FRIENDLY. This makes us really happy, as we are 100% invested in making sure everyone has access to a clean, safe and fun facilities.
You understand Watch Around Water (WAW): WAW is a campaign focused on active supervision on children at aquatic facilities. A massive 93% of you know about, and understand, our WAW policy – and that makes us smile. Parents supervise, lifeguards save lives.
WHAT YOU VALUE AT PARC
Flexibility, such as suspensions to your membership: You told us that you appreciate the flexibility to be able to Suspend your membership, when you’re unfit to exercise or away on holidays. We wanted to remind you that for Complete and Aquatic Members, you can Suspend for 2 weeks at a time and we need at least 2 weeks’ notice, and for PARC Swim, you can Suspend for a full week at a time, starting on a Monday – which is really useful for children’s various bugs, holidays or for the weeks during the school holidays when the program doesn’t run. Check out more info here.
Onboarding: We have made significant improvements to our onboarding process. Overall the feedback was really positive regarding your first interactions with PARC, but we wanted to let you know that if you are new to PARC, make sure you:
Were taken on a tour so you can utilise all the components of your membership. This applies to our PARC Swim parents too, make sure you have been shown where you child will have their lessons and where the Swim office is poolside.
Had a PARC Start appointment so we can set you up with a personalised workout program, just for you and your goals.
Have spoken to the trainers on the Gym Floor, they are there purely to support our members and make sure you are using the equipment correctly.
Have downloaded the My PARC App so you can book into Group Exercise classes easily.
Attend some Group Exercise classes.
If you haven’t done any, or all, of the above, please tell us! We want to make sure you are getting the best value for your membership by utilising all the facilities and services you have access to. Please email Member.Experience@peninsulaleisure.com.au for help on any of the above.
Regular Communication: We want to keep you motivated to make the most of your membership. This includes regular newsletters (like this one), phone calls and SMS check ins. It’s important to us that you use your membership and see great value in it, so we have put processes in place to ensure that you are connected and communicated with regularly.
For our PARC Swim parents, it’s wonderful to see more of you are using the Parent Portal. We use the Portal to communicate and share news about your child’s progression both in their current level and between levels. If you don’t have the Parent Portal on your phone, please speak to one of our PARC Swim Team poolside.
WHAT WE ARE FOCUSING ON TO IMPROVE YOUR CUSTOMER EXPERIENCE
It’s busy: Your feedback tells us that the gym area and group exercises classes are busy, and that’s true. We know it’s really busy. We offer an amazing service, in an amazing facility, which we are really proud of, so our membership does keep growing. That being said, we have made significant changes to ensure we manage congestion on the Gym Floor effectively, and to make sure more members get to more of their preferred group exercise classes. Initiatives we have undertaken to tackle busy periods and classes are:
Increased the total number of live/instructor lead classes per week
Increased the number of reformer classes by 40% per week
Increased the total number of spaces available in classes by 10% per class
Looking to implement a traffic light system that alerts to busy periods, accessible via the website
Pool closures, temperatures and usage: There was quite a bit of feedback regarding how we communicate pool closures. We have new protocols in place to keep you informed on pool closures via the website and social media. As with the gym above, we are also looking at a traffic light system that alerts members of closures via the website. This is particularly relevant as there was an update from the Department of Health and Human Services this week, changing the response to certain pool contaminations, which means if there is faecal contamination (yes, if someone poos in the pool) we must close the entire pool for a minimum of 30minutes. If your little one needs a swim nappy – please buy one for $1.50 (cost price to us) from reception.
The Warm Water Pool is used by many different people, for many different reasons. We regularly receive feedback, and in this survey, requesting the pool to be warmer or cooler dependent on people’s use of the pool. PARC advertise the temperature of this pool at 34 degrees celsius as it meets the needs of majority of the pool users. Through continual Preventative Maintenance works, the water is most regularly around 34 degrees. Works were carried out over 6 months ago in order to improve the regulation of heat to the pool with as minimal disruptions as possible. On the odd occasion where we may not have the pool at 34 degrees, we will let you know via a website alert.
Lap lane availability was another theme we noticed in the feedback. We are committed to always providing a minimum of 25% of the 50m pool being available for lap swimmers – so if you want to swim laps, there are lanes available! You can check out our lap lane availability in real time here.
Easy access: We are aware that the car park continues to be an area that impacts your customer experience. We wanted to remind you of additional parking availability, check out parking info here.
We also wanted to let you know that we do have undercover bike racks available on the East side of the Centre, next to the outdoor creche area.
Plus, new lockers are coming in August this year! There are usually lockers available upstairs near Studio 1 until then.
HELP US IMPROVE EVERYONE’S EXPERIENCE
Finally, just a friendly reminder about some general rules of engagement when visiting our Centre, so we can all have a great experience while we’re there:
Don’t forget your sweat towel! A towel must be used at all times in the gym.
Drink bottles please! Remain hydrated while exercising.
If you see something out of place or dirty – tell us so we can fix it!
Chewing gum belongs in the bin.
Maintain good health hygiene by washing your hands regularly and covering your mouth when you cough.
Treat others as you would expect to be treated.
We will continue to conduct quarterly Customer Satisfaction Surveys so that we can focus on continual improvement, and really understand any pressure points the Centre is experiencing. But you don’t need to wait until a survey to tell us how we’re doing! If you have any feedback – good or bad – please complete this form on our website, or email it to our Member Experience team via Member.Experience@peninsulaleisure.com.au anytime.