Feedback

Published on: Tuesday 4th June 2019

Customer Survey Results 2019

2,512 of you completed this year’s KAL Customer Satisfaction Survey. 

Thank you for taking the time to complete this. We really appreciate your feedback, and rely on this to improve the services we provide. Not only does it tell us how much you enjoy KAL facilities, but it also enables us to evaluate areas that did not score so well to try and improve the customer experience we offer.

KAL’s overall satisfaction index has increased from 76.7 to 79.6 since our 2018 survey, showing that the changes we have already implemented have had a positive impact on the services we offer you. 

88% of you are satisfied with the services we provide. Most of you use our facilities to improve your health, with the next highest percentage attending because you enjoy it. A small number of you attend to meet new people, socialise or have a day out with your family at one of our Yeah! Days Out Family Attractions. 

88% of you have already achieved your goal by attending a KAL centre.  You told us that we mainly help you feel healthier and happier, and that using KAL facilities improves your quality of life. You gave us some fantastic feedback! - 

“The KAL membership has given me confidence and made me feel more motivated. I go alone but never feel alone when I get there. Thank you KAL!”

“Staff are very friendly and helpful. They are an asset to the organisation and should be commended.”

“Thank you for the provision that you make at Dewsbury.  I feel very privileged to have such a venue and such a programme that is so affordable and so close to home.”

“All the KAL staff make each individual feel important, positively encouraged and engaged.” 

You told us that you are very happy with our online services and that you find booking online really accessible. You gave us some great feedback about our new Mobile App. 

You gave us some valuable feedback relating to things you felt we could improve.

  • You told us that you can find it difficult to book a space on popular classes. We’ve changed the time when you can book classes from 12midnight to 9pm, hopefully a more convenient time for our customers. Our fitness team are keeping a close eye on this demand and reviewing the viability of all classes, adding in extra classes where we can. 
  • You told us that some of you have received an email by mistake to say you haven’t attended a class. We are reviewing this process to ensure that you are able to record your attendance before all activities. 
  • You also told us that you sometimes feel that our changing areas could be cleaner. We have reviewed our cleaning schedules to ensure that we are able to maintain high standards of cleanliness, with a particular focus on changing areas. 

We are now in the process of putting actions plans in place in each of our sites to resolve any issues you raised, and to try to ensure you receive a fantastic customer experience every time you visit. 

Once again, thank you for your feedback!

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