Questionnaire Results 2017/18 User Profiles Number of questionnaires returned: 116

User Type

Student Staff Public

Usage Method

Member Non Member

Gender

Male Female

Age Group

16–24 25–34 35–54 55+

Months Used

<1 1 – 5 6 – 12 12+

Weekly Visits

1-2 3-4 5-7 Less Often

Category Number of Participants % QMU Student 43 37 QMU Staff 29 25 Public 44 38 Member 100 85 Non Member 17 15 Male 44 38 Female 72 62 16 – 24 years 42 36% 25 – 34 years 30 26% 35 – 54 years 35 30% 55+ 9 8% Less than 1 month 9 8% 1 – 6 months 10 9% 6 – 12 months 29 25% More than 1 year 68 59% 1-2 times per week 19 16% 3-4 times per week 65 56% 5-7 times per week 21 18% Less Often 11 9%

Facility Usage Breakdown

0

10

20

30

40

50

60

Fitness Suite -Cardio

Fitness Suite -Weights

Weights Room Classes Astroturf Sports Hall

No.

of U

sers

Facility Usage

Male

Female

0

2

4

6

8

10

12

14

16

18

Gym Programme Personal Training Club attendance

No.

of U

sers

Activity Usage

Male

Female

totals

0

10

20

30

40

50

60

70

Do you use a fitness tracking device/app? Do you plan to use a fitness tracker in the future?

%

Fitness Tracking

Yes

No

Maybe

Fitness Trackers

Which fitness trackers you use

Fitbit

Garmin

Apple Watch

LF Connect/Halo

MyFitnessPal

Samsung

Other

How often you use your fitness tracker

Daily

Weekly

Monthly

Less Often

What you use your fitness tracker for

Step Counter

Heart Rate Monitor

Tracking exercise

Caloriecounter/Food diary

Share info withfriends

Sleep tracking

Motivation

What you like best about your fitness tracker

Step Counter

Heart RateMonitor

Calorie counter

How it looks

Easy to use

Makes me moreactive

Why you don't use fitness trackers

Too expensive No interest Need more information Wouldn't use it I don't know how they work Other

Customer Service

0

10

20

30

40

50

60

70

80

Modern,good qualityequipment

Appealingatmosphere /appearance

Informationprovided

Staff wellpresented &identifiable

Cleanfacilities

Good rangeof products

% o

f Sur

vey

Part

icip

ants

Customer Service - Tangibles

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

01020304050607080

Services run ontime

Staff show asincere interest

in solvingproblems

Service right firsttime

Well organised Good value formoney

% o

f Sur

vey

Part

icip

ants

Customer Service - Reliability

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

01020304050607080

Staff are nevertoo busy to

respond to myrequests

Prompt service Staff alwayswilling to help

Act oncomplaints

immediately

staff greet me

% o

f Sur

vey

Part

icip

ants

Customer Service - Responsiveness

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

01020304050607080

Staff behaviourinstils

confidence

Safe and secure Staffconsistentlycourteous

Knowledgeablestaff

Approachablestaff

% o

f Sur

vey

Part

icip

ants

Customer Service - Assurance

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

0

10

20

30

40

50

60

70

80

Staff give individualattention

Convenient openinghours

Have my bestinterests at heart

Understand myspecific needs

% o

f Sur

vey

Part

icip

ants

Customer Service - Empathy

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

0

10

20

30

40

50

60

70

80

I am satisfied with thecentre's services

I will continue using thecentre

I will recommend the centreto other people

% o

f Sur

vey

Part

icip

ants

Customer Service - General

Strongly disagree

disagree

Moderate

Agree

Strongly Agree

Music Provision

I find music distracts me when I'm working

out

I would like timetabled, no music sessions

I find music motivational and it helps me work out

I don't think there should be any music in

the gym

I think there should be music in the gym even though I use

my own music device

I think music should be played in the Weights

Room

I think music should be played at all times

Future Planning

Activities such as gym challenges

Beauty therapy & massage service

Online booking for Fitness Classes

Constant staff presence in the gym

Larger floor space for use of kettlebells, medicine balls etc.

A larger free weights room More varied free weight equipment

Other facilities survey participants asked for:

Facility No of requests Swimming pool 5 Online booking 2 Massage room 2 Towel service 1 Punchbag 1 Bootcamps and other Sports Activities 2 Sauna 2 Belly dancing classes 1

Table 1: Additional Comments Summary

Type of comment Total number of comments Breakdown Number of comments (breakdown) Positive 38 Experience

Classes Value for money Service Staff

6 5 3 5 19

Negative 23 Equipment/Facilities More Space Required Aesthetics Etiquette Security Temperature Classes Music Value for money Customer service Opening hours

2 3 2 4 1 2 1 2 1 5

Suggestions 45

Equipment/Facilities More space required Experience Signage Classes Music Pricing Opening hours Staff presence

9 8 2 3 6 1 5 8 3

Table 2: Additional Comments in Brief

Factor Themes Subthemes Number of Comments Tangibles Equipment / Facilities Additional equipment

Equipment maintenance More space required

9 2

11 Aesthetics / Atmosphere Experience

Environment Better signage User etiquette Security Temperature too hot Temperature too cold

8 2 3 4 1 2

Programming Class variety Class scheduling Class instruction Classes could be better

2 6 3 1

Music Song variety Music too loud Music too quiet

1 1 1

Reliability Value for money Good value Could be better value Pricing suggestions

3 1 5

Service Good service Service could be better

5 5

Responsiveness Staff Good staff customer service Staff presence

19 3

Empathy Convenient opening hours Longer opening hours 8

Outcome of the Survey

We would like to thank all participants in our survey for taking the time to complete our questionnaire. Your feedback is very valuable to us and it will play an important role in making improvements to the Centre. The following is our response to your feedback:

Equipment

• We have purchased 2 Plyo boxes for use within the Centre. 1 of these will be available in the Fitness Suite and the other in the studio. We have also purchased a Hex bar for the weights room to help you perfect your dead lift. If you would like any assistance with using either of these pieces of equipment, please speak to a member of the sports team.

• A few of you have asked for more Kettlebells in the Fitness Suite. We have moved some additional Kettlebells from the studio to the Fitness Suite for you. Please ask a member of the sports team if the weight that you are looking for is not there and they will provide you with one from the studio if possible.

• We have noted all your requests for additional equipment within the Fitness Suite and Weights Room. Space is very limited in these rooms, which restricts our ability to increase equipment. However, it is within our long term business plan to expand these areas which will provide us with an opportunity to increase the variety of equipment and floor space. For now, please be aware that the sports staff may be able to give you access to the studio as an alternative space if it is not being used for classes. If this is of interest to you, please ask a member of the sports team and they will be happy to help you.

• Lockers – The sports lockers will soon have all missing keys replaced and new number tags and wristbands attached to them. Please can we remind you that it is not permitted for you to leave items in the lockers when you are not using the Centre. Lockers will be emptied at the end of each day and any items will be placed into the Centre’s lost property.

Environment

• Etiquette - To enable everyone to workout in a comfortable and safe environment, we would like to remind all users of the Fitness Suite and Weights Room to follow the etiquette guidelines that are in place. These can be found on posters within each room. The sports staff will also be closely monitoring the use of these facilities. In short, please:

o Do not take bags/coats etc. into the rooms. Please use the lockers provided. o Put equipment that you use back where you got it from when you are finished with it. o Do not drop weights. o Share equipment with other users during busy periods. o Wear appropriate clothing. Footwear must be worn. o If you are listening to your own music, this must be done through earphones and not a

loudspeaker.

• Due to the limited number of cubicles available in the changing rooms, please do not leave your belongings in the cubicles while you use the Centre’s facilities. There are plenty lockers available in the changing rooms and the hallway for you to store your belongings while you work out. We will place signs in the changing rooms to remind all users of this. Please note that sports staff may remove items left in cubicles and place them in lost property if it is necessary to do so.

• Smoking policy – you mentioned that there is sometimes a smell of cigarette smoke within the

gym. This is due to individuals smoking in close vicinity of the building. We would like to assure you that this behavior is discouraged and the University’s smoking policy states:

“Smoking is only permitted within the designated smoking area”. The University has provided a smoking shelter near the pedestrian access from the car park. This is the sole “designated smoking area” on the campus and all smokers (including those using e-cigarettes) are kindly requested to use the smoking shelter. The use of the smoking shelter as the designated smoking area applies 24/7.

University management regularly reminds staff and students that we adopt a collegiate approach to the smoking policy and they would therefore urge all members of the University community to encourage anyone who engages in smoking outwith the designated shelter, and in particular in the University Square, to move to the smoking shelter. We would also ask that any smoker who is approached with such a request should respond in a polite and courteous manner. We will put this information up on our noticeboards in the sports centre.

• We agree that signage throughout the centre could be improved. We will discuss this with our Facilities department.

Temperature

• We are delighted to inform you that adjustable temperature controls have now been fitted within the Studio and the Fitness Suite enabling us to have much better control over the temperature in these spaces.

Music

• Following feedback from customers, we have recently purchased a new music system for the Fitness Suite. The system will ensure that all music is played at a consistent volume for all music tracks. The new system will also add song variety as it will update automatically on a regular basis.

Class Timetable

• We are glad to hear that you are enjoying the variety and delivery of our fitness classes. Thank you for your suggestions relating to class scheduling. We will consider all requests for our next timetable.

Opening Hours

• We are currently unable to extend our opening hours at the weekends. We will continue to monitor the requirement for additional hours.

We would like to thank all participants in the survey for taking the time to complete the questionnaire. If you would like any further information, please contact Sarah Macdonald, Leisure Services Manager on 0131 474 0000 or email smacdonald1@qmu.ac.uk