Customer Satisfaction Survey – R1 Results
In June this year, the MOVE Moonee Valley leisure facilities distributed the Customer Satisfaction Survey to facility members, learn to swim members and multi visit pass patrons to ask about their experience with at the Councils leisure services, and seek feedback on their experience.
We asked patrons to list the issues they most wanted Council to address at the Ascot Vale Leisure Centre and the Keilor East Leisure Centre.
Moonee Valley City Council is committed to creating welcoming, supportive and health spaces for our community.
We also asked questions about patrons perceptions of diversity and inclusion efforts, as well as patrons broader feelings of connection to the MOVE leisure facilities.
The Customer Satisfaction Survey was conducted using survey methodology. Survey feedback was available in written form via a survey link; and or verbal form via speak pipe.
A translation tool was available on the survey to translate the text to languages other than English.
Thank you to the more than 1100 patrons who took part in the survey – your feedback is already helping us focus on the issues that matter most to you!
What we learned
The good!
In total, user satisfaction rated 8.01/10 at the leisure facilities.
The user satisfaction drivers for member arrangements rated 7.9/10, communications rated 7.9/10, facilities rated 7.9/10 and staff services rated 8.4/10.
Overall user satisfaction was benchmarked against other leisure partners outside of Moonee Valley. The results for Moonee Valley were 0.07 higher than the average of 7.94.
65% of members indicated that they will continue to be members for the next 3 months, and 58% of members indicated that they will almost continue to be members for the next 12 months.
Members who indicated that they are likely to continue to be a member in 3 months, reported an average user satisfaction of 8.83/10.
Members who indicated that they are likely to continue to be a member in 12 months, reported an average user satisfaction of 8.58/10.
The Net Promoter Score, the likelihood to recommend was 8.25.
94% of respondents with a disability believe the leisure facilities are accessible.
Nearly half of respondents have attended for longer than 2 years (47%) and typically engage for about 30 – 60 minutes (52%).
10% of respondents indicated that they identified as being from a culturally and linguistically diverse (CALD) community. And 50% of respondents who identified as CALD speak English at home as their primary language.
Patrons appreciate the comprehensive offerings, welcoming community, diverse and accessible group fitness offerings, clean environment, convenient location and perceived value for money. These elements combine to create a space that supports physical health, mental wellbeing and social connection.
We learned that high satisfaction members are more likely to make contact in person.
54% or respondents have had service interactions. And 87% of those who had contact with a MOVE employee in the last three months had their query resolved as a result of their communication.
The customer satisfaction survey measured attituded toward MOVE facilities and services in relation to diversity, equity and inclusion. Patrons recorded a score of 6.5/7 when rating the MOVE facility as being authentic when engaging with diversity, equity and inclusion.
The MOVE Moonee Valley facilities scored higher than comparable facilities for each outcome across subjective wellbeing, social connection and diversity, equity and inclusion.
Overall satisfaction in Learn to Swim was 7.66/10.
87% of respondents indicated that they are likely or very likely to return to the Learn to Swim program for term 4.
The likelihood of Learn to Swim respondents to recommend the program was 7.8/10.
44% of Learn to Swim respondents or their children regularly use aquatic facilities outside of their lessons.
Child rating of Learn to Swim (smile rating scale) rated 3.82/5.
Things to work on
There was a strong desire for improvements in cleanliness, class accessibility, pricing flexibility, staff engagement, equipment availability and facility upgrades.
Some patrons expressed dissatisfaction with the cleanliness of bathrooms, showers, saunas and pool. There was a strong perception that cleanliness standards were not maintained consistently or adequately, particularly in high-traffic areas.
Patrons praised the variety of classes, but were frustrated by limited availability, especially for popular sessions like pilates, aqua aerobics and yoga. The booking system was descried as stressful and inequitable.
Several responses emphasised frustration with gym users monopolising equipment, often while distracted by mobile phones.
Learn to Swim respondents are seeking a more engaging and skilled teaching staff, smaller and better-organised classes, clearer communication about their child’s progress and more flexible scheduling options.
How we can improve
You told us the most important things we can do to improve our performance are:
- Improve cleanliness of change space and pool.
- Improve booking systems for group fitness.
- Address conflicts occurring over lane usage, particularly when the 50m pool at KELC closes during winter.
- Some patrons called for more visible support for LGBTQI+ communities and safer, more welcoming spaces for women and seniors.
- Some patrons described discomfort or intimidation, especially in saunas and group classes.
- Learn to Swim respondents indicated that the reason that they would not return to classes relates to cost, class size and temperature.
- Suggestions for improvement included better leaning protocols, more experienced and engaged teachers and clearer communication regarding class progression and scheduling.
What we’ll do next
MOVE Moonee Valley Leisure facilities will continue to use findings from the survey to guide service planning and delivery, improve engagement and continue building a more inclusive, connected and responsive leisure services.
You can explore the report on the website, and learn more about the Moonee Valley City Councils MV2040 strategy here.
