We're giving you the opportunity to win every month by sharing your thoughts.
We’re launching a new way for us to give back to you for being a member. Each month, we’re giving away a free month’s membership to anyone who completes our survey that asks whether you would recommend us during that month. If you are a monthly paying member, you won’t pay for your next month. If you’re an annual, 6-month or 3-month member, we’ll add an extra month to your existing membership.
You’ve probably received the email from us in the past asking you if you would recommend us to a family, friend or colleague on a scale of 1 to 10. Each of these reviews is read daily and allows us to gauge how we’re doing across the year.
The survey is sent once every 3 months at random to a selection of customers who have been in the facilities within the last month and have been a member for at least 20 days. To give everyone a chance, our first draw will include every response in the last three months.
We read each and every response that is provided and will often look to contact customers who have highlighted an issue or suggested a change. We use the scores to identify how customers are feeling as a whole over the course of the year.
What we do with your feedback:
Would you recommend us?
We collect feedback in a number of ways to ensure we’re covering all angles. The 3-month survey provides us with a random sample rating each day throughout the year to give us a final figure each year. We read each comment and ensure suggestions are taken forward to discuss.
Customer compliments, comments and complaints:
Our customer feedback form is a way for you to bring something to our attention that you think we should know about on a smaller scale. Issues you’re having, suggestions for improvements or even just a way to recognise a member of staff that has exceeded your expectations or made a difference to you. Feedback is directly sent to area leads, and they pick this up, or if something can’t be done immediately added to our log for future improvement suggestions.
Annual Survey:
Our annual survey is delivered every year and looks into some of the bigger improvements all customers wish to see. Here we want to see how things like value for money, experience and needs and wants are shaping up. We also collect information about how our members match up with the wider population in terms of health, activity levels and wellness. The information from this survey is vital for our annual planning for the next academic year and beyond. To thank you, we often offer an incentive for this to try and capture a real snapshot of our member base and non-users.
Snap surveys:
We may, from time to time, launch a short poll or survey to find out something specific to an area, such as fitness classes or the gym. This is designed to allow us to make an informed, quick decision based on you, our members. These happen periodically and usually result in a small change being applied.
We read every piece of feedback we receive.
We want to assure you we read every piece of feedback we receive from you. While we can’t always reply individually to everyone, we review each piece of feedback, either short or long-term. Aside from this, as a team, we meet every three months to identify trends and look for general improvements we can make. Don’t feel like any suggestion is off the table; we’ll consider everything. Well, other than moving the building. And yes, it has been suggested. We told you we read every piece of feedback.
Read our survey results
Find out more about the results of our last annual survey. The results give a real insight into how you and our other members feel about the services we provide.