Meet the Manager – Kentish Town Sports Centre – Quarter 2 2017 - Feedback Summary

13th June 2017 – 8am-9am / 12pm-1pm / 5pm-6pm

Attended by Richard Gallagher (GLL), Tom Popsys (GLL), Gordon Burgess (GLL), Alex Wood (LBC)

 

Summary of feedback

Over 3 hours, 38 adult and junior customers provided 247 individual items of feedback. The feedback was overwhelmingly positive, with the vast majority of customers delighted with the facilities, cleanliness and the level of customer service provided, with many highlighting individual staff who had made a real difference to them.

Recent upgrades to the centre including the installation of new access gates, the upgrading of fitness equipment and installation of a Boditrax body scanner, and the installation of costume dryers and a water fountain in the pool changing rooms were generally very well received by customers.

See below for a breakdown of your feedback, and what we will be doing in response.

 

Area

You Said…

We did…

No. of comments

General

Generally excellent facilities

It’s great to hear how much our customers enjoy our facilities

35

Excellent staff / customer service

 

Notable staff who have made a real difference to you include Shaz, Frankie, Monique and Marlon on reception, and Ed in the gym.

It is particularly pleasing to hear from so many customers about the excellent levels of service they are receiving from our teams, and that so many customers named individual members of staff who have made a difference to them.

35

Generally excellent cleanliness

Again it’s great to hear that you’re generally really pleased with the cleanliness of the centre. Some specific cleaning concerns were raised and they are addressed below

 

31

 

Tell us your views about the improvements we’ve made to our service so far in 2017

 

Improvements made so far in 2017

Costume dryers and water fountain in the pool changing rooms are a great addition

We’re glad to hear this equipment continues to be very useful to our customers

6

Costume dryers are great – can we have one in the gym change for when the pool showers are too busy?

We are looking at alternative options to improve access to the pool showers and would not want to encourage swimmers to walk across the building after a swim because of the potential for slipping accidents

1

Boditrax body scanner in the gym is fantastic – very motivating

It’s great to hear how useful you’re finding Boditrax. Since installing in February over 1,200 of our customers have signed up to it. If you haven’t yet why not give it a try – it’s free of charge to members!

11

Boditrax is cool but I’m not sure how accurate it is

Boditrax uses medical grade body scanning equipment and is used by elite sports teams and institutions. It is very accurate – so much so that you must always scan consistently (always prior to a workout, and at the same time of day). If you notice inconsistencies in your results, it is much more likely to be that you’ve done something different recently (even eating before scanning can have a significant effect on your results!)

1

The new and upgraded equipment in the gym is a great improvement

It’s great to hear how well the new equipment in the gym has been received

17

The new access control gates at reception are great – I can access the centre more easily

We are glad to see that access is easier for the majority of our customers now the new gates have been installed

7

Not sure why you needed to change the access gates

The previous gates did not work properly and had to be manually operated from reception, often leading to long queues and putting extra strain on the reception team. The gates were often stuck open, meaning non-payers could access the centre, and also presenting security challenges for us.

1

I’m an over 60 swimmer – why can’t I check in with the kiosk instead of at Reception?

60+ swimmers who are Camden residents can swim for free until 12pm. This is a great arrangement for many of our customers, but it isn’t offered outside of Camden. The kiosks are standardised across Better’s 250 facilities and therefore don’t realise that 60+ swimmers don’t need to pay for their morning swim. We are working to see if this can be changed to make access even easier.

1

 

Tell us what else we can do to improve your experience in the centre

 

Changing / Shower Facilities

Make the female pool change shower cubicles smaller to discourage overly long showers

Feedback indicated a preference to make the female pool change showers smaller, as suggested by our Customer Forum group. We subsequently put up notices by these showers asking for further feedback from female swimmers before a final decision is taken. Feedback indicated that additional showers are the key requirement, but unfortunately we do not have the budget to achieve this in 2017. We will look at the feasibility of doing so in 2018.

4

Make the female pool change shower cubicles communal to discourage overly long showers

1

No preference regarding the female shower pool change cubicles

3

Leave the female pool change shower cubicles as they are

1

Female shower walls should be kept cleaner

Cleaning frequency of these areas has been increased

3

At weekends sometimes the cleaning starts too early and it’s not very pleasant but otherwise everything’s great

Wherever possible we will aim to avoid this situation, however we must balance this against the importance of providing clean facilities for customers to enjoy

1

Some of the showers only run for a few seconds

The shower push button timers will be reviewed and increased as required

1

Male showers are great

Thanks for the feedback

2

Female gym showers aren’t powerful enough

The gym showers are operating to the correct pressure level, however to further increase the pressure would require a complete overhaul of the system which unfortunately isn’t currently budgeted for

1

Put dehydration charts up on the wall to indicate how well hydrated your urine is

Whilst we understand the benefit of this suggestion, we believe that the majority of  customers may find this offputting. If there is sufficient customer support for this suggestion we will implement it

1

Relocate shoe cover dispensers so people wear them throughout the changing rooms

The shoe covers are intended to be worn on poolside only rather than throughout the changing rooms, and are located outside each pool

1

Please introduce padlock lockers

We will shortly be installing padlock lockers in the female pool changing rooms. We have a longer term plan to install padlock lockers outside the gym changing rooms.

4

Can you offer a locker hire facility?

We will be looking to launch this option over the summer

1

If possible please install a wash basin in the male gym changing rooms

As there is a wash basin in the accessible change, and two in the toilets adjacent to the changing rooms, we do not currently have plans to install a basin in the changing rooms

1

When swimming lessons are on the corridors often get dirty and can be chaotic

We acknowledge this and apologise for the inconvenience. We are bound by the layout of the centre to an extent. Whilst our staff attempt to keep the corridors as clean as possible during these times, due to the sheer volume of people present it can be very challenging to do so. We will step up our efforts further at these times.

1

 

Pools

Please offer a towel service even if we have to pay to hire one

We plan to introduce a paid-for towel hire service later this year

4

Pool tank walls in the Willes Pool should be cleaner

We have increased the frequency with which we clean the pool tank walls

2

Relocate costumer dryer in the female pool change as it’s too close to the door

The costume dryer needs to be close to a drain to avoid wetting the floors and the existing location is the most appropriate for it

1

You should have better choices and quality of swimwear products available to buy from reception

Better is currently tendering for a new swimwear supplier company and we hope to have a new and exciting range of swimwear products available very soon

1

The Willes Pool can become very busy on Sunday mornings, maybe some of the swimmers are swimming lesson parents, please introduce bands for the session to manage

We will be trialling this suggestion during the summer

1

 

Catering

Vending machines – poor choice of healthy products

We are looking to change the existing vending machines to a healthier option

1

 

Vending machine by the gym is usually out of order

The vending machine is provided by an external company and unfortunately we are reliant on them to repair it quickly. We will continue to put pressure on to speed this up as required

1

 

Junior

The new Rookie Lifeguard course is brilliant and Alex is a fantastic teacher

Thanks for the feedback which we’ve passed on to Alex, it’s great to see how popular this class is!

1

 

Please add more junior classes like junior rebound

We are planning to launch a Junior Rebound very soon – we are just waiting for one of our instructors to become qualified

6

 

Junior classes on the gym floor for 20-30 minutes would be good

We are revamping our junior classes to include this and our fitness instructors will also be focusing on carrying out mini classes on an ad-hoc basis with junior members

6

 

Fitness Instructors should interact with us more and give us ideas on what to do

1

 

Fitness Instructors should treat juniors that are almost adults with a bit more respect – if they see we have good form and technique they should let us get on with it

This feedback has been passed on to the fitness instructors

1

 

Fitness Centre

Digital Clocks needed in stretch/functional areas

We will be ordering and installing these as soon as possible.

1

The gym is very accessible for people with mobility issues, lots of accessible equipment

Thanks for the feedback

1

Fantastic ambience especially in the gym

Thanks for the feedback

4

If possible please buy a front row and an incline bench press

Having upgraded £200k of equipment this year we don’t have any budget remaining for further equipment currently, however we will consider these requests for the future

2

Install Wi-Fi in the gym

We are looking at the feasibility of launching Wi-Fi, however customers should find that there is great phone coverage within the gym, and our fitness equipment also comes with TV screens so you can watch your favourite channels while working out

1

Move group cycle classes elsewhere and expand the gym further

Unfortunately we don’t currently have the budget available to make these changes

1

Need more low weight hand weights in the gym

There are currently 3 sets of low weight hand weights within the gym, however if there is sufficient support from members for more we will purchase them

1

Please buy a skipping rope for the gym

We will purchase a skipping rope

2

 

Gym cleanliness is good and much improved

Our team have been working hard to improve the cleanliness in the gym. We have revamped our cleaning schedules and also introduced deep cleaning of the floors

4

 

Gym cleanliness is not good enough

2

 

Ed the Fitness Instructor has been really helpful and made a difference to me

It was great to hear so many people speak highly of Ed – we have passed your feedback on to him

6

 

Install signage ‘replace weight after use’ and ‘remove plates after use’

We are looking at how we can introduce more signage without damaging the aesthetics of the area or overloading it with signage

2

 

Group Fitness Classes

Some of the instructor routines can become very repetitive please offer more variety

We have already addressed this with the instructors and have also been receiving feedback from customers to say this has noticeable improved in lots of our classes. We will keep encouraging our instructors to vary their routines

3

More pilates classes please

We will continue making improvements to the programme based on your feedback. We have a certain quota of classes we are able to offer based on the number of members we have, and we also have to balance the needs of all of our customers. We will however be looking to implement some of these suggestions over the coming months.

1

More Water Workout classes please

1

Not enough early morning classes

2

Too many spin classes on Mondays and not enough over the rest of the week – please spread out more

2

Great to see feedback listened to about class timetable – keep making the improvements!

Thanks for your feedback – see also above

2

The studio is cleaner than other centres but could still be better

We have introduced frequent machine deep cleaning of the studio floors

1

Replace boxing gloves please

New gloves were purchased earlier this year, however we will look to purchase some additional gloves as soon as possible

1

Concerns raised over a specific instructor

This instructor is no longer teaching the class in question

3

 

Swiss balls in the studio are getting a bit flat

The swiss balls have all been pumped back up to the correct pressure level

1

 

Other

You should do something with the space above the entrance doors

We are in talks with Camden Council about running a competition for local art students to create an art installation for this space

1

Music in reception is often too loud

The music should always be at background level. Please speak to a Duty Manager on your visit if you feel this isn’t the case and we will rectify it immediately

1

Consider offering martial arts classes

We offer karate classes several days a week

2

Consider offering table tennis

We will be launching table tennis in July

1