Focusing on feedback leads to success
Since its launch 12 months ago, Leisure-net Solutions’ new Customer Insight Platform, which brings together eight customer insight services into one online platform, has been successfully used by over 100 companies across more than 250 public and private leisure sites.
The Platform includes feedback-Focus, an online comments and complaints system that enables operators to easily keep on top of all forms of customer feedback, whether it comes in via the web, email, phone or face-to-face. By logging all comments in one place, managers can track actions, customer comments and any resolution. staff-Recogallows customers to select a staff member they feel has gone above and beyond their role. Scores for each staff member are reported at the end of month as well as detailed comments from their nominator. call-Focus is the industry’s leading web-based telephone mystery shop service and e-Focus is Leisure-net’s own web-based surveying and reporting software.
Mike Hill, Director of Leisure-net, says: “We now have more than 20 clients regularly using our Customer Insight Platform and more than 20,000 surveys have been completed by their customers in the last 12 months. Initial industry benchmarks show that, when using our system, comments are resolved first time in 90.7% of cases and 78.7% are responded to within three days. We found the key areas causing customers to comment were fitness (28%) and the pool (21%), while 24% gave feedback on customer service. Last week we held our first ever client development workshop for the Customer Insight Platform and will use our clients’ views to grow and develop this bespoke platform.”
The workshop, held in London, brought together managers and directors from a variety of private and local authority leisure operators who currently use the platform, to discuss what worked well and help put together the next 12-month development plan.
Delegate Catharine Simonds, Marketing Manager at Places for People, said: “It was good to see how others are using the system, both the elements we currently use and those we don’t.It’s always useful to feedback ideas and improvements – for us, the key is to make it simple for front line staff to use, so they can make the most of the tools the system offers to review our performance.”
– ends –
For further press information contact:
Wendy Golledge at Big Fish Public Relations
Tel: 07921 319517
Email: wendy@bigfishpublicrelations.co.uk
Editor’s note:
Leisure-net Solutions is the leading provider of Customer Insight, Business Intelligence andConsultation services to the active leisure, fitness and cultural servicesindustries. Leisure-net works helps leading industry organisations, local authorities and Trusts, as well as private sector operators and suppliers, to understand their customers’ and clients’ needs and aspirations, and to deliver innovative service and health improvement initiatives.