Recent customer feedback and actions
Customer satisfaction
Our overall NPS score is 65, which indicates a very high level of customer satisfaction and strong willingness to recommend our services. Feedback particularly highlights UniSport’s sense of community, low-threshold approach, and inclusive atmosphere. UniSport is experienced as a place where it is easy to come as oneself, and where people with different fitness levels are equally considered.
Feedback also reflects UniSport’s role both as a place for exercise and social interaction, as well as a supporter of everyday wellbeing:
- “Friendly and professional service. A calm atmosphere where you can focus on your own training. A place it is nice to come to and where you leave feeling slightly better after a good workout.”
- “Always a pleasure to participate – you’ve turned someone who used to avoid exercise into someone who enjoys group classes.”
- “I really love UniSport. What makes the environment especially pleasant are the athletic fellow students. The sauna is a very important part of the experience. A significant part of my social life takes place at the gym and in the sauna.”
- “Keep up being a friendly and inclusive gym that you are.”
Facilities and comfort
New UniSport centre in Viikki
UniSport facilities generally receive very positive feedback, and locations are seen as a key strength. The new sports centre opening on the Viikki campus in autumn 2026 responds to long-standing customer wishes to expand services in the area.
Shoes to be left in entrance shoe racks
In response to feedback related to facility development, we are introducing cleanliness-improving measures. As part of this, we will gradually adopt a practice where outdoor shoes are left in shoe racks in the entrances of the sports centres. The aim is to improve cleanliness and comfort. Shoe racks will be introduced first in Kluuvi, Töölö, and Kumpula during summer 2026.
Gender-neutral changing rooms
Gender-neutral changing rooms in Kluuvi have received positive feedback. Development work continues, and similar solutions will also be implemented in Otaniemi already during summer, and later in the new Viikki sports centre in autumn.
Sports services
Strong praise for group exercise
Instructors are described as professional, encouraging, and approachable, and the threshold for attending classes is considered low. Community spirit and a safe atmosphere were repeatedly highlighted.
The new classes launched in autumn 2025 received an excellent overall rating (4.6/5). Several of these new classes will remain part of the offering:
- Physio Neck & Back, Indoor Cardio, and Power Circuit will continue as regular classes
- Mindful Moment CMIF® and Relax will be integrated into other services, such as the new “Mind a Break” active break sessions and other recovery-supporting classes
Below you will find the overall ratings for different services (scale 1–5, where 1 = very dissatisfied and 5 = very satisfied)
- Gym: 4.2
- Group Exercise: 4.7
- Ball Game Groups: 4.0
- Personal Training: 4.9
- Courses: 4.8
- Massage: 4.8.
Impact of the 10-week challenge on everyday wellbeing
UniSport’s first-ever 10-week challenge, implemented during the spring season, attracted 528 participants and received an overwhelmingly positive response. The results of the feedback survey indicate clear impacts on everyday wellbeing:
- 76% reported that their exercise routines had become more consistent.
- 72% felt that their energy levels had improved.
- 79% would like to participate again.
The challenge was experienced as motivating and well executed. Development feedback highlighted the number of different systems and communication channels used, which will be addressed in future improvements.
Thank you for exercising at UniSport! Please continue to share your feedback with us via the feedback form or by responding to our email surveys.