Review of recent customer feedback
General
"You always have cheerful people welcoming us at the centres!"
Our Net Promoter Score (NPS) for the past year remained excellent at 62. This result indicates that the majority of our customers would recommend UniSport to their friends. One recurring theme in the feedback is the positive and inclusive atmosphere at UniSport – everyone is welcome here. According to our customers, it’s easy to be yourself in our facilities, which is something we value highly. Let’s continue working together to make UniSport a welcoming and feel-good sport centre!
Services
"Excellent group exercise classes, great instructors, and a safe atmosphere <3"
Gym Training
Our gyms receive praise for their diverse selection of equipment and inclusive environment. However, their popularity also leads to occasional congestion and waiting times for equipment. To help reduce peak-time crowds, we will extend the valid hours for half-day cards.
Opinions on music volume in the gyms vary: some find it too loud, others too quiet. We are actively monitoring the sound levels and have made adjustments based on customer feedback.
Group Exercise Classes
Feedback on group exercise classes often relates to instructors or the class selection. Our instructors consistently receive compliments for their enthusiasm and professionalism. We make sure to pass these comments on to them.
Customers have requested more classes in Meilahti, and this summer we will launch a new class concept there: Power Circuit, a group exercise training session conducted in the gym using a circuit format. In Kumpula, we’ve significantly increased the number of daytime classes in response to customer feedback.
Music volume in group exercise classes has also come up, and we are currently testing a limiter in Kluuvi to ensure optimal sound levels.
Massage
Our massage therapists are widely praised for their expertise and attentive approach. Many customers report having found the right therapist for their needs. The feedback indicates that this service is working well, so we will continue in the same direction.
In 2024, our customers rated our services with excellent scores. Below are the average ratings on a scale from 1 to 5 (1 = very dissatisfied, 5 = very satisfied).
UniSport Buddy
Community is one of UniSport’s core values, and in early 2025 we launched a new UniSport Buddy group to help anyone easily find workout buddies. The reception has been enthusiastic, and development is ongoing – we are happy to continue receiving suggestions and ideas from the group’s users.
Facilities
"The facilities are clean, well-organized, and easily accessible."
Cleanliness
At the beginning of the year, we received a lot of feedback regarding cleanliness, especially related to muddy weather and grit tracked indoors. We passed this feedback to our cleaning partners and took action, resulting in a noticeable decrease in cleanliness-related comments by March.
Customers have also praised the cleaning staff and the general condition of the facilities. Regular comfort and hygiene routines continue in all sport centres. For example, the cardio areas, exercise mats, and small equipment in all centres are cleaned every three months.
Saunas
Feedback on saunas often concerns longer opening hours and more powerful steam. We have replaced stones and resistors, but high usage levels make it unsustainable to keep the saunas running continuously. Constant heating is also not energy-efficient. Slippery benches have also been addressed, and the necessary repairs have been made by property maintenance.
Viikki
There is growing interest in bringing UniSport services to Viikki – and we are working on making that happen. Potential facilities have been assessed for both gym training and group exercise classes. We are actively moving the project forward and aim to launch services in Viikki in the near future.
Customer Service & Online Interaction
"Customer service has always been top-notch in my experience! I’ve received answers to my questions whether online, at the front desk, or by phone."
Customer Service
Our customer service is often praised for its friendliness and efficiency. Many customers mention that personal greetings and attentiveness make for a pleasant experience. Messages are responded to quickly, and matters progress smoothly. In various situations, customers appreciate when service advisors demonstrate good judgment. While our actions are guided by terms of service, in unexpected situations we encourage advisors to use their discretion to find the best solutions.
Website
We receive regular feedback about our website and booking system. The website is the primary contact point for new customers and a key communication channel for all UniSport users. We continually monitor website analytics and respond to customer feedback within the capabilities of the data and the platform.
All feedback is valuable and helps us move forward. Thank you for staying active with us and sharing your thoughts!