A customer feedback system is in place at the leisure centres in Bedale, Northallerton, Stokesley and Thirsk which includes the use and analysis of comment cards as well as verbal comments, letters and online communications through e-forms and social media.
In addition the centres have undertaken some specific research during August and September around the gym and swimming lessons in order to provide opportunities to improve the service we provide.
“The positive news is that 91% of the 1285 customers who responded to the Swimming Lesson and Zest gym surveys stated that they felt staff helpfulness and friendliness at the leisure centres is ‘good’- the highest rating out of the three options ‘good’, ‘average’ and ‘poor’,” said Steve Lister, Head of Service, Leisure and Communities.
“We are thrilled with how customers feel about our staff. Year on year, this is our highest performing service area.
“Our centres are inclusive, friendly facilities with lots on offer for the customer and we are proud that so many of our customers appreciate and regard our staff teams so highly. We provide on-going training related to customer service as we recognise the importance of keeping our customers happy.”
All those who completed the surveys online or in centre were entered into a draw to win a free month of swimming lessons for their child or a free month gym (Zest Freedom) membership.
Jason Evans from Northallerton whose daughter Olivia participates in the Learn2 Swim programme on a Saturday morning won a free month of swim lessons and Neil Roberts from Bedale won the free month gym membership (pictured at Hambleton Leisure Centre).