Summary of Recent Customer Feedback

9/12/2024 - 12:00
Thank you for your active feedback recently! UniSport monitors the feedback it receives and strives to respond to it as swiftly as possible. In this customer feedback summary, we present the key feedback from May to October and explain how we have responded to it.

Overall Customer Satisfaction

UniSport's customer satisfaction is generally high, with an NPS score of 60. This indicates that many customers would recommend UniSport to their friends. Employees also receive a lot of praise, and all feedback is always shared with instructors, massage therapists, coaches, and customer advisors as part of supervision.

Here is one example of feedback listing things that UniSport should not abandon:

  1. "Respectful, cheerful, and positive attitude from both employees and visitors."
     
  2. "Several services and locations."
     
  3. "Modern feel; investment in equipment and facilities."

Sports Services

Regarding gym facilities, positive feedback has been given about the diverse equipment available. We aim to provide varied options for gym-goers of all levels. Customers are also satisfied with the quick maintenance of equipment, although delays in spare part deliveries sometimes affect repair times. The most criticism came from the temporary gym facilities during the Otaniemi renovation, which were small and understandably felt cramped. However, the larger gym facilities opened in early autumn have received praise.

In group exercise, customers are pleased with the variety and development of the offerings. The great popularity of Dance Choreo classes is evident in the feedback, and we will be increasing the number of these classes in the upcoming spring semester, making them available more than ever before. The new Swedish-language group exercise classes in the autumn were enthusiastically received. These classes will continue in the spring, and the wide range of English-language classes will remain the same. As spring approaches, we will publish more detailed lists of classes in English and Swedish.

In ballgame groups, volleyball has received the most feedback. Volleyball enthusiasts have requested more sessions and courses, especially in Kumpula and Otaniemi. These have been added as much as possible within the constraints of space.

Below, you can see how satisfied our customers are with different services based on the feedback (scale of 1-5, 1=very dissatisfied, 5=very satisfied):

Cleanliness and Facilities

Autumn feedback highlights the importance of cleanliness and its upkeep. All received observations are forwarded to the cleaning companies. For example, the Kluuvi sports facilities have received a lot of praise for cleanliness, but there has been criticism of the changing and shower facilities at Meilahti. These issues have been addressed, and Meilahti's subcontractor will be changed at the turn of the year. In addition to regular cleaning and maintenance, the sports centers also undergo more extensive cleaning and maintenance twice a year, in June and December.

Some facility-related requests will be implemented by the end of this year. For instance, privacy barriers are being built in the Kumpula changing rooms as part of the upcoming biannual maintenance. In Kluuvi, the new gates installed in early autumn, requiring a swipe card to exit, have been found inconvenient. As a result, a motion sensor will be trialed at the exit direction in Kluuvi to improve the passing through.

 

Customer Service and User Experience

The friendliness, helpfulness, and expertise of customer service have received a lot of praise. The general user experience is perceived as easy, and help is readily available. The newly launched website in the spring has improved the customer experience. The site now better serves our Swedish-speaking customers, as essential information is also available in Swedish. We regularly receive suggestions for improving the functionality of the website and welcome concrete observations. For instance, the placement of the chat button has been updated based on feedback.

UniSport's gym etiquette has also been refined based on customer requests. The updated guidelines now include instructions on photography, workout attire, and fragrance use to ensure the sports centers are as pleasant as possible for everyone. The etiquette is shared with new customers in the welcome message and is displayed in all gym locations.

 

Thank you for working out at UniSport and for providing active feedback!