A leisure centre group is rolling out the latest customer feedback technology after a trial saw comments rise by 500 per cent.
Stevenage Leisure Ltd is placing Customer First Solutions’ (CFS) touchscreen Smartboxes in 13 of its sites across nine towns, after seeing customer responses increase from an average of 10 to 50 comments a month.
In just seven months of using the device Knights Templar Sports Centre has already implemented several customer’s suggestions. It has extended its off-peak usage to weekends, purchased a mixed martial arts kit and even asked gym-goers to help redesign the new layout before their January refit.
Tom Galvin, centre manager at the Hertfordshire-based centre, said: “It’s fantastic the increase in responses we’ve seen since moving from paper feedback. Previously just the people who wanted to make a complaint who would go out of their way to pick up a comment card in reception. With the new technology we are now also hearing from the generally happy customers whose views are just as important.”
Completing the Smartbox questionnaire takes just one to two minutes depending on how much information the customer wants to share.
Kieron Vango, operations director for Stevenage Leisure Ltd said: “In terms of quality it definitely gives us the edge. The comment card system we used previously was just messy and confusing. CFS has streamlined the entire process meaning less man power is needed and we get regular clear and detailed reports that we can quickly act upon. The trial has been a huge success and we look forward to rolling it out.”
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