Customer feedback and how we have responded to it
Services
The gym is UniSport's most popular service. We upgraded the equipment and facilities in the gyms according to your wishes and needs. In the autumn, we purchased the much desired ski and hand-cycle ergometers for all gyms. We also made upgrades in Kumpula and Otaniemi based on your requests by increasing the performance space in the gyms: we opened up additional space for stretching and bodyweight training in Kumpula and upgraded the equipment placement in both gyms.
Feedback on group exercise mostly concerned class schedules and individual classes. In the early autumn, there were problems with the online classes, mainly due to technical challenges in Kluuvi's K3 room. Therefore, for the time being, we will only run the online lessons from room K4. The lessons designed by the instructors themselves received a lot of good feedback, so we will keep these lessons in the spring schedule. We will also return the much requested fitness boxing to the spring's group exercise schedule in Kumpula. In the area of ball game groups, we added volleyball lessons to the schedule based on requests.
Our instructors and personal trainers received a lot of positive feedback. We pass on all feedback to our employees and use it as part of our supervision of work.
"You have amazing instructors. Skilled, professional, fun and nice. All the things I look for in an instructor. Hold on to them!"
Based on feedback, our various services received the following overall scores (scale 1-5, 1=very poor, 5=very good):
Customer service and website
Our customer advisors in Customer Service received high praise for their friendly and prompt customer service.
"The customer service is excellent and the staff are nice and helpful!"
The feedback received was mostly about the website and the booking system. We are currently developing the website with a partner. The aim is to improve the usability of the website to better serve our customers. The redesigned website will be launched in the spring season. We are also working regularly with our booking system supplier to streamline its use in the UniSport environment.
We introduced new visitor numbers tables on our website in the autumn and received a lot of praise for them. Based on feedback and comments, bugs in the tables were fixed. As requested, we also added the visitor tables to the information displays in the sports centres.
Facilities and cleanliness
During the autumn, we received feedback and comments on the level of cleaning and tidiness. We regularly complained to service providers based on customer feedback and staff observations. As a result, service providers have carried out "spot cleaning" to reach the agreed level. In addition, providers have been asked to improve self-monitoring and to comply strictly with the service specifications. Quality levels are also monitored through regular rounds. We carry out extensive basic cleaning and maintenance twice a year in our sports centres to provide quality and safe facilities for our customers.
We have also received feedback on the use of strong fragrances in our facilities. We added instructions to avoid fragrances in our sports centres to make our facilities as comfortable and safe as possible for all our customers.
We continue to welcome feedback from you, so please share your concerns or compliments with us by filling in the feedback form or responding to our email feedback surveys. Thank you again for your feedback and have a great rest of the year!