Summary of Spring Season Customer Feedback
General
Our customer satisfaction has been very high, as indicated by our Net Promoter Score (NPS) of 62. This means that many of our customers would recommend UniSport to their friends. Students, in particular, have been satisfied with our pricing, diverse range of activities, and relaxed atmosphere. At the turn of the year, we lowered the prices of single tickets and 10-session cards for university students and staff to make it as easy as possible for them to start exercising at UniSport.
Services
Our range of services has received a lot of praise, but there have also been some requests. There have been calls for more volleyball and floorball sessions, so we added weekend sessions in Kumpula. Additionally, there have been requests for more classes choreographed by the instructors themselves, especially dance classes. We are responding to this request by adding two new dance classes to the fall schedule. Our instructors' professionalism and the inspiring atmosphere have also received a lot of praise. We continue to share this feedback with the instructors personally and use it in staff training.
"Great instructors, great atmosphere. I have rediscovered the joy of exercise instead of just grinding through it <3"
The new gym workshops in Meilahti this spring were popular, and they will continue in the fall in Kumpula and Otaniemi as well. Additionally, the versatile equipment in our gyms has received praise, but there has been feedback about waiting times for the most popular machines. We have added more bench press benches, leg presses, and squat racks to the centers and improved equipment layout and storage systems. Otaniemi has also undergone a gym expansion, which will provide significantly more space for gym training once the renovation of Otahalli is completed.
Based on the feedback, our various services received the following overall ratings (scale 1-5, 1=very poor, 5=very good):
Customer Interaction and Service
In the spring, we launched revamped websites focused on improving navigation, accessibility, and aesthetics. The new site provides clearer and more detailed information about our services and facilitates smoother transactions and user experiences across various devices. We have received feedback on our booking system and requests for a booking app, and we are currently exploring this possibility.
Regarding customer service, we have received feedback about delays in answering phone calls. To address this, we have increased digital customer service during the busy times at the beginning of the week. Our customer service advisors have also received much praise for their friendly and efficient service.
"Customer service at UniSport is good, relaxed, and pleasant."
Sports Centres and Facilities
We have received feedback about sauna opening hours and heater malfunctions. We have optimized the opening hours to ensure the saunas dry out and the heaters endure usage. Heater malfunctions are always reported to property maintenance. There has been regular feedback about the cramped changing rooms in Kluuvi, but unfortunately, we cannot increase the floor space. However, we have extended opening hours at several centers to increase flexibility. We also provide real-time information on visitor numbers so that workouts can be scheduled during less busy times.
Based on feedback, we have made some small additions to the new gym space in Otaniemi. However, our space is limited, so we cannot accommodate all the desired equipment. After the renovation in October, all previous and current spaces, equipment, and facilities will be available, with a few new additions as well. We recommend checking out the gyms at other UniSport centres too!
"I like that the gym is continuously being improved (e.g., the new racks with color-coded bands) and the staff is very helpful and friendly."
We thank all our customers for the spring season and their feedback, and we look forward to welcoming you back to UniSport's sports centers!