5 November 2020

Fleurieu Aquatic Centre leads in post COVID feedback

Customer feedback scores since the reopening of Fleurieu Aquatic Centre after the COVID-19 lockdown has seen the Centre achieve an approval rating that places it among world leading organisations.

The result places the state-of-the-art Centre managed by YMCA South Australia (the Y) in a great position for growth in 2021.

The feedback was gained via Net Promoter Score, widely accepted as the best-practice approach to gauging customer satisfaction and loyalty. Customers answer the question of ‘How likely they are to recommend the Centre to a friend or colleague?’, with respondents providing a rating between 0 (not at all likely) to 10 (extremely likely). The percentage of detractors is subtracted from the percentage of promoters to obtain a Net Promoter score (NPS).

Over the last 12 months across all YMCA South Australia sites, NPS results from several thousand customers found 74 per cent provided a rating of 9 or 10, being extremely likely to recommend the Y Centres to others.

Looking at results post the COVID-19 closure (mid June – mid Oct), overall the Y received an impressive NPS score of 67, with Fleurieu Aquatic Centre achieving an outstanding score of 74.5.

The result exceeded expectations, proving that despite the increased measures and restrictions, the Centre continues to lead the industry in customer satisfaction, with its NPS scores ranking well above world leaders like Amazon (69) and Apple (65).

Fleurieu Aquatic Centre Manager, James Lomax, said the strategies put in place to re-engage with the local community together with the dedication of staff to ensuring ease of access to programs and services were keys to the positive feedback.

“We are very happy with the positive feedback we have received, both in person and via the NPS score. It demonstrates how well our local staff team has responded to the COVID-19 challenges over the last six months,” he said.

“There has been two-way respect and cooperation between our customers and staff which allows us to keep the Centre COVID safe. We aim to continue to improve and provide a safe place for the Fleurieu community to come together for the benefit of their physical and mental health.”