People who use Servus Credit Union Place continue to sing its praises but really want the change rooms and fitness centre expanded, according to the latest survey results.
Released Thursday, the results show that satisfaction with the recreation centre is relatively unchanged from the last survey in 2010, with a one-per-cent increase in overall satisfaction.
Of the 777 customers reached for the survey, 16 per cent said they were somewhat satisfied, 53 per cent were satisfied and 25 per cent very satisfied with Servus Place.
“We’re just really pleased that those who use it continue to have a positive experience and I think it is reflective of our staff and the high level of service they provide,” said facility director Diane Enger. “We’re very proud of 95 per cent.”
Drop-in and registered programs also received high marks from users. Respondents scored the quality of drop-in programs and their instruction 5.29 and 5.23 out of six respectively, and 5.29 and 5.26 for registered programs.
“That customer service consistently receives high praise and that the quality of programs and instructions is one of our strengths is wonderful,” Enger said.
But as the survey has demonstrated in the past, an overwhelming majority of those surveyed say Servus Place needs to expand, with 80 per cent agreeing and 73 per cent saying specifically the fitness and wellness centre needs to grow.
As a result of the survey results, management has changed cleaning suppliers and says it will also review its janitorial procedures. As for decreasing wait times for fitness equipment, Enger said staff have submitted a business case for the 2013-2015 budget that will expand the floor space of both the change rooms and fitness centre within the space provided by repurposing meeting and program rooms. While costs are still be finalized, the work is estimated at $2 million to $3 million.
“It’s not expanding outside the facility,” Enger said.
The survey also found that 60 per cent of respondents had purchased something from a Servus Place vendor such as Booster Juice, Starbucks, Source for Sports, the Skybox Grill or Dynamic Sports Physiotherapy. Specifically, 53 per cent of respondents said they had purchased something from Starbucks, which Enger said was positive given it has not yet been open a full year.
“We’re very pleased with the number. That means 50 per cent of people are purchasing a beverage from Starbucks.”
Enger said the survey asked if customers thought they received value for their money, but did not ask questions about the facility’s finances, specifically its operating deficit.
Bannister Research & Consulting, which also conducts the city’s satisfaction survey, asked respondents for the perceptions and levels of satisfaction with the survey and compared them to the 2008 and 2010 surveys. The results are considered accurate within 3.5 per cent, 19 times out of 20.
