Agenda and Papers - University of Edinburgh

c. Open exchanges ~ cSE enjoys a very productive and positive relationship with EU Sports
Union, which involves representation on a number of key committees. This allows the
opportunity for EU Clubs to comment on cSE services formally/publicly, or to raise more
sensitive issues via the Sabbatical President’s monthly meetings with cSE Director. In addition,
cSE utilises facebook and MyEd to connect with users, as well as utilising digital signage
messaging through the impressive ‘Club com’ media outlet which connects to all the TV
screens through-out the Pleasance Sports Complex. Face to face ‘focus’ groups are organised
too ~ for instance cSE meets each semester with students on the individual performance
programme (designed to assist the University’s most talented sports performers) to glean
comment and shape support services ~ these sessions were augmented this year with an
anonymously completed athlete survey.
Three randomly selected quotes from this year’s Individual Performance Programme survey
include:
Helped me much more than I ever imagined, and can see much gain from the program
in future years ~ male 1
The programme has had a massive impact on my training and results. Couldn't have
achieved anywhere near as much as I have without it ~ female 1
The programme has provided access to many aspects of athlete development that I
have never had available to me before. ~ male 2
d. Further focus group sessions were also held during the year with EU Sports Club Captains and
the ‘Seniors’ fitness class.
e. Customer surveys ~ this is common feature of cSE business activity. Surveys are progressed
with a clearly defined focus, and routinely undertaken on an annual basis as part of sports
related under-graduate student placement projects (over 10 weeks). This has enabled cSE to
glean meaningful, subject specific and independently gathered feedback on various aspects of
service delivery. For example, in 2008 cSE commissioned a student project to measure
customer appetite for a climbing & bouldering facility, and personal training service. Both
attracted positive response and were realised within a year (based on the preferences
expressed). An explicit customer satisfaction survey was undertaken in 2009 and reported very
favourable ratings (satisfied/very satisfied) with gym facilities (99%); customer care (98%), and
value for money (99%). In the last year we have commissioned two student placements ~ one
researched reaction/future needs around cSE changing facilities (which will now inform a £100k
refurbishment plan this summer), and the other gathered comparative data on student fees for
sport across the UK (and this was used to shape a review of cSE charges).
f. Invariably, cSE utilises the project findings to shape and improve service levels ~ for instance,
cSE has refurbished facilities to meet member specifications (changing rooms; gym equipment;
opening hours; mix and timing of exercise classes); modified the food ranges with its Absorb
café; introduced new membership packages and guest passes to promote usage of the
Climbing wall. In addition to this, cSE has just concluded an in-depth review (questionnaire and
focus group) of its Individual Sports Performance Programme ~ this provided some very helpful
comments (make more use of wiki platform for information exchange; extend sports psychology
sessions; retain current programme balance) and these will be used to enhance the upcoming
2011-12 programme.
g. New measure ~ Earlier this year, cSE invited a commercial consultant Gymetrix Ltd to conduct
a ‘net promoters’ score (Frederick F Reichheld, Harvard Business School, 2003) of the cSE’s
service. This established a 69% rating, which represents a hugely impressive member reaction
showing 70% of those surveyed would actively promote cSE to others.
6 JCA/Report to SQAC~2010-11