HOW ARE WE DOING?

YOU SAID WE DID

At LSBU Active, we are committed to providing the ultimate customer experience. Below, you will see how your valued feedback has directly contributed to us changing our service for the better shown below…

You Said	We Did
"We can't get the studio due to class delivery"	Introduced studio free time into our timetable
After a request was made for indoor bike storage as advised bikes being vandalized	The Cycle Park was made available for all customers, regardless of membership status – access cards given, or staff/student cards updated with access
"Can we get a mirror installed in the men's changing rooms?"	Promptly ordered and placed mirror in men's changing rooms
"Group Cycle classes are always fully booked, more spaces needed"	More bikes have been added, there is now a total of 10 bicycles in the studio
"We want use of the larger studio for mat and HIIT workouts"	Studio 1 Free Time introduced
“It would be really useful if there was an opportunity for Muslim students to use the gym for free after breaking fast”	Ramadan active programme: -Open gym sessions on Monday and Wednesdays 8-10pm. Table tennis on Friday at 8pm-1pm

We’ve also worked hard to Listen to your ideas and suggestions…

Over the past 12 months, we have proactively pushed to support and resolve any enquries that come our way. If you ever feel stuck or have a query about any of our facilities whilst you are visiting, our friendly in-house team will happily help you out!

Percentage of customer enquiries resolved this month within a 7 day target...

94%

Percentage of customer enquiries resolved this YEAR within a 7 day target...

95.9%

We’ve also looked at NPS Scores, our social value and footfall…

When asked how likely would you be to recomend LSBU Active to a friend or colleague…

‘NPS’ stands for net promoter score. It is a widely used measure that companies use to understand how likely customers would be to recommend their services to others out of 10.

Typically, an ‘NPS Score’ ranges from -100 to +100, where +100 is the top score possible, >70 is ‘excellent’ and ’30-70′ is good.

When customers give us a rating out of 10, any score we receive that is below 6 actively detracts from the score. However, to actively increase our NPS score, gym users need to give us a minimum rating of 9/10. Scores of 7 or 8 out of 10 are considered ‘passive scores’, meaning they don’t change our overall rating at all!

Considering this, a rating of ‘good’ for our NPS score, is actually pretty impressive!

CURRENTLY, OUR NPS SCORE IS 45!

Or Keep reading to see our Social value calculator and our footfall

… and so has our footfall!

The graph shows that the centre’s footfall has been consistently higher than the academic year beforehand.

For us, ‘footfall’ is measured based on the number of visits customers have made to our centre this year.

Our ‘Social Value’ has increased year on year…

‘Social Value’ is determined by the positive impact that our services have on the local community. This includes the improvement on physical and mental health, social inclusion, community cohesion, educational outcomes, and overall wellbeing.

It is great to see that for LSBU Active, this figure has almost doubled from last year.

Have more suggestions or questions?

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