Members Survey – Results

Thanks to everyone who participated in the online survey a few months ago and for Colin Glencorse for taking the time to put this together.

From the feedback collected from 96 participants we achieved a 61% net promoter score which is high by industry standards. The graphic below displays how members voted from 1 to 10 on how likely they would be to recommend the club to a friend or colleague:

 

 

From the comments/suggestions given by our membership they fall into the three main categories (the three C’s!):

• Communications
• Coaching/structure
• Competitions

 

Most of the comments made were about better Comms for new beginners and information about Competitions. The club intend to look closely at this and where applicable add to the overall Club Development/Business Plan.

This survey was run a few months ago so hopefully you may of seen a bit of an improvement over the past few months. We intend to run this again in March so please support us by giving us your feedback.

 

Some examples of Comments received are listed below:

 

• ‘I chose 10 as I haven’t had any issues at all. Very good coaches, friendly people and seems very well run plus lots of regular communication through the website and social media. Great facilities at AAA too. ‘

• ‘Great club! Committed coaches and friendly ethos; very good value for money and such a valuable addition to local community’

• ‘High quality coaching, training facilities and general good spirit within the membership’

• ‘Great local organisation offering excellent athletics coaching. New members are made to feel very welcome and encouraged to compete to the best of their ability.’

• ‘My son loves the training and the club – good communication through email but not so sure about Facebook page. I struggle a little with formats of competitions and which ones he should enter – maybe bit more info about that would be good. Also I’m not sure about his times etc thanks’

• ‘I really enjoy being a member of K.H. Just a suggestion , there are a few jogging / running groups meeting on all club nights with not enough information given to new members, on ability ,who is in charge etc’

• ‘Better communication with parents, easier way to pay and find out about events ‘

• ‘The club had improved dramatically in the year we have been involved, an area for continued improvement is communication. Too difficult for the kids to find out whats going on and what they are supposed to be doing…its not explained very well at the start and we get the impression that they are just supposed to know…appreciate older children should be able to ask/find out but not all children have the confidence to do that and younger children definitely not. A wee printed hand out sheet with events etc on it to be given to parents goes a long way. Its never clear what events children are free to enter versus what the club invites them too. Find it very confusing.’

• ‘Great coaching and e-mail communication however, event days are chaotic(recent X Country event). Being a new member I don’t know how things work or are organised and was sent from pillar to post looking for information.’