Questionnaire Results 2018/19 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 57 51% QMU Staff 25 22% Public 30 27% Member 105 94% Non Member 7 6% Male 36 32% Female 75 68% 16 – 24 years 48 43% 25 – 34 years 35 32% 35 – 54 years 22 20% 55+ 6 5% Less than 1 month 2 2% 1 – 6 months 14 13% 6 – 12 months 38 34% More than 1 year 57 51% 1-2 times per week 29 26% 3-4 times per week 61 54% 5-7 times per week 16 14% Less Often 6 5%

Facility Usage Breakdown

0102030405060708090

Fitness Suite -Cardio

Fitness Suite -Weights

Weights Room Classes Astroturf Sports Hall

No.

of U

sers

Facility Usage

Male

Female

0

5

10

15

20

25

30

35

Gym Programme Personal Training Club attendance

No.

of U

sers

Activity Usage

Male

Female

totals

0102030405060708090

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 fitness trackers for

Step Counter

Heart RateMonitor

Tracking exercise

Calorie counter

Food diary

What you like best about your fitness tracker

Step Counter

Heart RateMonitor

Calorie counter

How it looks

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

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

0

10

20

30

40

50

60

70

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

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

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, boxes, medicine

balls

A larger free weights room

More varied free weight equipment

Other facilities survey participants asked for:

Facility No of requests Massage room 1 Sauna & Steam Room 2 Squash Court 1

Table 1: Additional Comments Summary

Type of comment Total number of comments Breakdown Number of comments (breakdown) Positive 24 Equipment

Experience Classes Value for money Customer Service Staff

2 5 4 1 4 8

Negative 50 Equipment/Facilities More Space Required Environment Etiquette Cleanliness Temperature Music Value for money Customer service Staff presence Opening hours

13 11 2 2 2 5 3 2 3 3 4

Suggestions 43 Equipment/Facilities More space required Environment Etiquette Classes Pricing Opening hours

19 9 2 2 7 1 3

Table 2: Additional Comments in Brief

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

Equipment Additional Services More space required

14 15 5

20 Aesthetics / Atmosphere Experience

Environment User etiquette Temperature too hot

5 4 4 5

Cleanliness General cleaning 2 Programming Class scheduling

Class instruction 7 4

Music Song variety Music too loud

2 1

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

1 2 1

Service Good service 4 Responsiveness Staff Staff customer service

Staff presence 11 3

Empathy Convenient opening hours Longer opening hours 7

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 new Olympic bars for the Weights Room and they are now available for you to use. We have also ordered new barbell pads and these will be placed in the weights room as soon as they arrive.

• We now have a good supply of Kettlebells in the Fitness Suite for you. If you cannot find the weight that you are looking for, please ask a member of the sports team and they will provide you with one from the studio if possible.

• New Yoga mats are now available in the studio.

• We have a variety of foam rollers available in both the Fitness Suite and the Studio. If you cannot find the one that you would like to use, please ask a member of the sports team and they will locate one for you.

• 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.

• We have all seen the news reports and nature programmes highlighting the amount of plastic waste that ends up in the ocean. We would like to do our bit to help and this is why we no longer supply plastic cups for the water fountains. Please remember to bring a water bottle with you to the Centre, or you can invest in a QMU Sports water bottle for £3.00 at the Sports Reception.

• We would like to remind you that we do have various items for sale at the sports reception including locker tokens, towels, t-shirts, yoga mats and earphones. For a full list of items, please have a look in the display cabinet at the Sports Reception on your next visit.

Environment

• We agree that the Centre could do with improved signage and a bit of modernizing. This is included within our Business Plan and is currently being investigated by the Sports Centre Management and our Facilities departments.

• We would like to remind our customers that we have a no photography rule within the centre. We understand that many of you like to take selfies, but we would like to remind you that this can make other users of the Sports Centre feel uncomfortable. We therefore ask you to refrain from taking photos while using the gym. We will put posters up around the Fitness Suite to better inform users of this rule. We thank you for your understanding and co-operation

• 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.

• Personal Trainers have been reminded to be mindful of other gym users and to ensure that they do not cause disruption while carrying out their sessions. The Studio will be used for these sessions where possible. If a trainer is using a piece of equipment that you would like to use, please just ask them and they will pass it on to you as soon as it is available.

Temperature

• We are delighted to inform you that the heating/cooling system within the Studio has now been repaired enabling us to have much better control over the temperature in the Studio.

• The Sports team and our Facilities department regularly monitor the temperature in all of the sports areas. If you are using the Centre and feel that the temperature is uncomfortable, please speak to a member of the sports team and they will investigate for you.

Music

• We have had our music supplier in place for a year now and we are glad that you seem to be enjoying the music that this provides. A couple of you did mention that the songs played are often repeated. We will bring this to the supplier’s attention and ask them to alter the schedule.

Class Timetable

• We are delighted to inform you that Jamie has completed his training and is now a fully qualified Yoga instructor. As per your requests, he will be running an evening class on Tuesdays from 8 – 9pm. To book a place, please phone, email or pop in to the sports reception.

• 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 that will commence in September 2019.

Opening Hours

• We are currently unable to extend our opening hours at the weekends. However, we will continue to monitor the requirement for additional hours and will investigate the possibility of putting this in place for the future.

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