Club Satisfaction Survey 2018 - British Gymnastics

Club Satisfaction Survey 2018

As part of our commitment to provide excellent customer service to the gymnastics community, every two years British Gymnastics conducts a Customer Satisfaction Survey with affiliated clubs. The survey is conducted on our behalf by The Leadership Factor, an organisation which specialises in customer satisfaction measurement.  It will be conducted over a period of four weeks, from the week beginning 9th April.

Telephone interviewers will be contacting a number of clubs and we would appreciate your agreement to spend approximately twenty minutes answering questions that will provide us with the valuable insight into how well we provide service to you. The information we gather via the survey is essential as it will allow us to determine how and where we can further develop and improve the service we offer.

Your feedback from our last survey in 2016 helped us to make the following improvements:

  • Implemented customer support software to help us respond to queries in a structured and efficient way
    We provided continuing training for our staff to improve our responsiveness, created a new post and employed a dedicated complaints handler to improve the speed of response to reported problems

  • We extended our customer service opening times to help you get in touch with us outside nine-to-five office hours. We are now open until 7.30pm Monday to Thursday; 7.00pm Friday and 9am – 1pm on Saturdays

  • We partner with the organisations DAS Law and Agility to provide guidance and advice in the areas of legal assistance and health and safety. We’ve delivered 28 workshops around the country to help raise awareness of these services for clubs and to develop the knowledge and skills of club managers in employment law and recruitment

  • Changed our staffing structure to create a unique team dedicated to providing proactive support and guidance for clubs. Our team of Business Support Partners are now in place to provide the tools and guidance you need to develop your club
    All information provided will be treated in the strictest confidence, unless you specifically state that you are happy for the information you provide to be attributed to you and forwarded to us for review

We will keep you updated on the outcome of the survey and any actions we take to improve our service to you as a result of the findings.