In February & March this year we undertook a major customer survey that aimed to gain valuable insight into how our users rate their experience of ARC and the many activities we offer. The survey covered membership, the ARC customer experience, all our racquet sports including club play, coaching & competitions, as well as our gym, fitness classes, and much more!
In total 227 ARC members participated in the survey and we have published a full Customer Survey Feedback & Analysis document that shows the findings.
You can view the full Customer Survey Analysis document here!
We are delighted to report that the feedback we received was very positive, with 84% of members saying they were 'extremely' or 'very satisfied' with ARC, and 93% saying they would recommend ARC to family and friends. 89% of members said that their membership package offered enough benefits for the price.
93% of members rated the service provided by ARC staff & volunteers as 'excellent' or 'very good' and 84% of members rated our communications as 'excellent' or 'very good'.
Feedback received across our racquet sport coaching, club play and competitions were all rated very positively.
ARC Fitness was rated very highly with 90% of members describing our fitness classes as 'excellent' or 'very good' and an incredible 96% of members describing the quality of ARC Fitness coaches as 'excellent' or 'very good'. The gym was also rated highly for range of equipment, tidiness and cleanliness.
You asked for it - we did it!
The survey provided members with the opportunity to provide specific feedback about every aspect of ARC, and Senior Management have met with staff to create a detailed Action Plan that proactively responds to this feedback in both the short and long term.
In Racquet Sports we have introduced ARC Youth Racquet to provide many more benefits for our younger members including regular Team Challenge events and the AYR Player Pathway. Our Box Leagues have been reviewed and improved, we now offer separate Squash and Racketball coaching, and we have ensured that ARC is in the lowest permitted pricing bracket for LTA competitions.
We have created more peak indoor tennis court booking availability, extended our opening hours, have made steps to improve club night capacity and availability, and have introduced healthier options for purchase at ARC reception.
In the gym we've added new machines and equipment, and introduced Yoga and Pilates classes. We've increased the number of fitness classes on offer to ensure we keep up with demand and provide opportunities for everyone to attend.
You can see a full list of everything we've been doing and what we've got planned by viewing the Customer Survey Action Plan using the link below!
You can see the full Customer Survey Action Plan here!
Asterisks (*) highlight actions that have already been completed based on feedback received from members.