Customer Satisfaction Survey Results
Over the past month we’ve been running a customer satisfaction survey. I would like to thank everyone that took the time to fill out our survey. Your response really does matter to us.
The goal of the survey was to see how you view training at the academy and if we need to make any improvements.
Question #1: “Which programme do you or your child attend?”
Your answer to this question allowed us to see who was responding and if there are problems within a specific programme. In total we had 89 responses which represents about a quarter of the Academy. Here is how the responses broke down by programme;
Mini Masters 8
Junior 16
Cadets 8
BJJ 19
FMA 7
Kickboxing 26
Women’s Only 5
According to your responses there are no problems within the programmes you’re attending.
Question #2: “On a scale of 1 – 10 how likely is it that you would recommend us to your friends, family members, colleagues, etc?”
Your answer to this question lets us know what you think of our service and if you think we are value for money.
Prior to releasing the survey we defined three categories based on a score from 1 – 10;
1 – 6: means we need to do some serious work on our customer service,
7 – 8: means we are doing a satisfactory job but there is definite room for improvement,
9 – 10: means we give excellent customer service.
Based on these three categories, here are the results from the survey;
That’s an overwhelmingly positive response. Many companies are happy to achieve mostly 7 – 8’s.
As an additional step, we tried to contact anyone who gave us a 6 or below, to find out exactly what we needed to improve upon and how we could get them to give us a 10.
Question #3:“If there was one thing you could change about our service what would it be?”
Your responses provides us an outside perspective on the area’s we need to tackle. We are already aware of several issue within the Academy and are continually trying to improve them.
Within the responses to the survey there were certain aspects we can do nothing about such as location, layout, times, and size of the academy.
I understand these can be frustrating at times but hopefully they don’t interfere with your training to much.
One of the most common responses to this question was; provide more seating
We’re already aware of this problem, but currently don’t have a viable solution.
We have to balance health and safety, fire safety, places for students and parents to wait, large enough training and changing facilities for everyone.
If you can think of a solution that allows more seating without sacrificing health and safety, changing space, and training space please email me at tom@martialartsplymouth.co.uk
Another area highlighted was; improved communication.
We’ve already been working on this, and since the beginning of January we have implemented the following;
– continual Facebook updates as soon as anything important happens
– emailing you at least once a week with anything we think you need to know about.
– new video blog about whats happening at the academy.
– grading and seminar dates for the full year posted in the Academy
– announcements made at the end of every class.
Hopefully, you’ve already noticed an improvement.
If you can think of any areas we’ve missed, or other ways to improve on our communication please email me at tom@martialartsplymouth.co.uk
The final area highlighted in the survey was; feedback on progress.
Our solution to this is two fold.
Firstly, instructors will be giving continual feedback during and after classes.
Secondly, we will be filling out assessment forms at the end of every grading for those that are attending.
These will be handed back to parents or students after the grading to see the area’s that need to be worked on.
Another option for you is to request a progress check with your instructor/coach. They’ll be happy to sit down with you to discuss your progress and the areas you need to improve on.
Again, I want to thank everyone that took the time to fill out our survey.
Final thoughts
We want you to have a positive experience every time you visit the Academy. If you ever have any problems, issues or wish to give us feedback please do not hesitate to contact us.
You don’t have to suffer in silence. Email me directly at tom@martialartsplymouth.co.uk or speak to a member of staff next time you visit the Academy.
Your answer to this question allowed us to see who was responding and if there are problems within a specific programmes.