Questionnaire Results 2016/17

User Profiles

Number of questionnaires returned: 115

Category / Number of Participants / %
QMU Student / 38 / 32
QMU Staff / 38 / 32
Public / 41 / 36
Member / 107 / 93
Non Member / 8 / 7
Male / 50 / 43
Female / 65 / 57
16 – 24 years / 37 / 32
25 – 34 years / 30 / 26
35 – 54 years / 40 / 35
55+ / 8 / 7
Less than 1 month / 2 / 2
1 – 6 months / 21 / 18
6 – 12 months / 27 / 23
More than 1 year / 66 / 57
1-2 times per week / 28 / 24
3-4 times per week / 58 / 50
5-7 times per week / 21 / 18
Less Often / 8 / 7

Facility Usage Breakdown

Customer Service

Music Provision

Future Planning

Facility / No of requests
Swimming pool / 2
Full Sized 4G Astroturf / 1
Massage room / 2
Ice Rink / 1
Driving Range/golf netting / 1
Children’s Summer Classes / 3
Punchbag / 1
Bootcamps and other Sports Activities / 1
Sauna / 1

Other facilities survey participants asked for:

Table 1: Additional Comments Summary

Type of comment / Total number of comments / Breakdown / Number of comments (breakdown)
Positive / 21 / Etiquette
Classes
Music
Service
Staff / 1
3
4
3
10
Negative / 31 / Equipment/Facilities
More Space Required
Aesthetics
Etiquette
Cleanliness
Temperature
Class scheduling
Music
Value for money
Customer service
Opening hours / 3
6
2
2
2
5
2
5
1
1
2
Suggestions / 37 / Equipment/Facilities
More space required
Classes
Music
Opening hours
Staff presence / 15
10
2
5
1
4

Table 2: Additional Comments in Brief

Factor / Themes / Subthemes / Number of Comments
Tangibles / Equipment / Facilities / Additional equipment
Equipment maintenance
More space required / 15
3
16
Aesthetics / Atmosphere / Environment
User etiquette
Temperature too hot
Temperature too cold / 3
2
4
1
Cleanliness / General cleaning / 2
Programming / Class scheduling
Class instruction / 4
3
Music / Happy with music
Song variety
Music too loud / 4
5
5
Reliability / Value for money / Could be better value / 1
Service / Good service
Service could be better / 3
1
Responsiveness / Staff / Good staff customer service
Staff presence / 10
4
Empathy / Convenient opening hours / Longer opening hours at weekends / 3

Outcome of the Survey

We would like to thank all participants in our survey for taking the time to complete our questionnaire. Your feedback is very valuable to us and it will play an important role in making improvements to the Centre. The following is our response to your feedback:

Equipment

·  We have noted all your requests for additional equipment within the Fitness Suite and Weights Room. Space is very limited in these rooms which restricts our ability to increase equipment, however, it is within our long term business plan to expand these areas which will provide us with an opportunity to increase the variety of equipment and floor space.

·  A few of you asked for a machine to work abdominal muscles. As noted above, there is limited space available to add equipment and this will continue to be reviewed within our long term planning. In the meantime, please be aware that the cable machine can be used in a variety of ways to work abdominal muscles. If you would like some guidance on how to do this, please ask a member of the sports team on your next visit. The sports team will also be able to assist you with bodyweight exercises that focus on the abdominals. We also offer Abs classes as part of our fitness class timetable. To book a place, please contact the sports reception.

·  We have noted your comments relating to the TV’s on the cardio machines not working and these have been repaired. All of our sports equipment is checked regularly by the sports staff, however we would be very grateful if you could let one of the team know if you spot any faults before us. This will enable us to have the item repaired as soon as possible.

·  LFconnect – Some of you indicated that you did not know what this is or had not got round to joining yet. LFconnect is a free account which you can access on our cardio machines and online. It allows you to create your workouts at home so they are ready for you when you come to the gym, design the screen to your liking and records your workouts so that you can track your progress. This is an exciting and modern way of making exercising easier. To find out more, ask our staff when you’re in, or pop over to www.lfconnect.com and give it a try!

Etiquette

·  To enable everyone to workout in a comfortable and safe environment, we would like to remind all users of the Fitness Suite and Weights Room to follow the etiquette guidelines that are in place. These can be found on posters within each room. The sports staff will also be closely monitoring the use of these facilities. In short, please:

o  Do not take bags/coats etc. into the rooms. Please use the lockers provided.

o  Put equipment that you use back where you got it from when you are finished with it.

o  Wipe down the equipment after use with cleaning spray and paper towels provided.

o  Do not drop weights.

o  Share equipment with other users during busy periods.

o  Wear appropriate clothing. Footwear must be worn.

First Aid

·  We received a request to purchase an Automated External Defibrillator (AED) for the Sports Centre. We would like to assure you that we already have an AED in place, located at the sports reception. All sports staff are qualified in First Aid at Work and in the use of the AED. We have put up additional posters within the Centre to inform customers of the location of the AED.

Temperature

·  Improvement to the Centre’s cooling system is included within our long term business plan and is under review by our Facilities department. In the meantime, we will continue to monitor the temperature and do what we can to reduce the temperature as much as possible.

Cleaning

·  The sports staff and our cleaning contractor’s management will continue to closely monitor the standards of cleaning within the Sports Centre. Refurbishment of the upstairs toilet is included within the Centre’s Business Plan.

Music

·  A few of you have indicated that you would like a larger variety of songs in the Fitness Suite. We are currently investigating how we can improve our music offering. In the meantime, we will continue to update the music playlist on a regular basis.

·  Following comments of the survey, we have reduced the volume of the music and will continue to monitor customer comments.

Class Timetable

·  A few of you commented that the Fitness Classes that are held within the Fitness Suite take up too much space. As we are now in the quieter months, these classes will remain in place for the summer. This will be reviewed and adjusted where necessary for the start of the new University term. These classes are only ever scheduled at off peak times to limit disruption to other Fitness Suite users.

Opening Hours

·  We are currently unable to extend our opening hours at the weekends. We will continue to monitor the requirement for additional hours

We would like to thank all participants in the survey for taking the time to complete the questionnaire. If you would like any further information, please contact Sarah Macdonald, Leisure Services Manager on 0131 474 0000 or email