 
Sports & Leisure Management |
S.L.M. Community Leisure - Survey Case Study
Overview
Sports & Leisure Management (SLM) is a well established and fast expanding company providing leisure management services for the public sector. SLM has established a fine reputation in the industry, coupling innovative products and services with strong management experience.
With over 60 national leisure centres, SLM values its customers and strives to provide a first class service,
Problem
SLM needed to change its collection of customer feedback in order to improve its decision making processes. Their existing paper based system was time consuming and ineffective. Email surveys were more successful, but still didn’t target enough customers or collect feedback at the time of their customers visit - fresh from the 'point of experience'.
SLM’s commitment to have all sites 'Quest' registered, together with its commitment to 'Investors in People', meant that accurate point of experience research was required from both customers and colleagues.
Solution
ViewPoint Touch Screen & Online SurveyViewPoint RCS managed touch screens have been successful in capturing significant and diverse customer data. The mobile ViewPoint Touch Screens were deployed across all sites in a rolling program and used to capture feedback at customers 'point of experience’. As a result, SLM have been able to accurately prove or disprove ‘gut-reaction’ to their services by analysing this data.
This has been a major help with innovation and change within the organisation.
Their customers can see the results of the customer satisfaction surveys through the subsequent Manager Action Plan. A clear success story was the cleaning survey at Parkside pools; this generated 1,200 responses in 2 weeks. The data that the survey provided highlighted drops in service at specific times of the day. SLM responded to this by reviewing the numbers in their cleaning teams and adjusting daily schedules.
"CRT gave us the ability to gain feedback from all our customers and very quickly review the data. It puts our customers at the heart of the decision making process."
Dave Monkhouse, Group Customer Services Manager
Benefits
• SLM utilise 6 mobile touch screen kiosks, that CRT rotate around their 60 sites
• High response rates are consistently gained
• Ease of use - customers and visitors to their sites enjoy leaving feedback
• Fast analysis - CRT provide auto reports to feed into action plans
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Download SLM Case Study PDF |
