2018 Customer Satisfaction Survey results
Thursday 16 August 2018
The 2018 Customer Satisfaction Survey was undertaken from 16 to 30 April. We would like to thank all participants who took part in this survey.
The report compares results with the previous survey which was completed in November, 2016. We will continue surveying members and visitors to monitor and improve customer service delivery and programs.
Survey participants
- A total of 1,616 respondents completed the survey during the consultation period.
- As with previous surveys, nearly two-thirds of respondents (61%) were women.
- The majority of survey respondents (68%) were members, followed by multi-visit pass holders (14%) and swim-school participants (11%).
Main findings
- 87% of survey participants stated they were satisfied with Yarra Leisure overall.
- Group fitness classes and the Squad program received the highest average score in 2018.
- An improved overall average score for the Gym area in 2018 compared to 2016 survey result.
- The activity or service which received the highest overall satisfaction rating in 2018 was golf, with 93% stating they are satisfied with service overall. This was followed by Group fitness classes, with 87% stating they are satisfied with service overall.
- Building and related aspects received the lowest average score in 2018.
- Compared with 2016, in 2018 fewer respondents were likely to consider that a problem they advised staff of was resolved satisfactorily (37% of respondents who had advised staff of a problem agreed it had been resolved satisfactorily compared with 43% of respondents in 2016).
Download the full report
The following report was prepared by Yarra Leisure in collaboration with independent statistical analysis contractor:
2018 Yarra Leisure Customer Satisfaction Survey – Report (PDF, 336kb)
2018 Yarra Leisure Customer Satisfaction Survey – Infographic Poster (PDF, 72kb)
These key findings will contribute to customer service goals to maximise the experience of our members and visitors.
Further Information
Damien Pagnin
Marketing and Communications Coordinator
Yarra Leisure
9205 5522