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YOU SAID, WE DID... Survey Results

Active -EDM-July -2020-(Header )V2

A big thank you goes out to all of you for your contributions to the Active Membership Customer Survey recently published. 730 of you responded with some very valuable feedback and we are very grateful for your input. 

It was great to see lots of positive feedback about how the team have been managing things so far during the pandemic, with many of you taking time to recognise the constraints we are currently operating within. 

You also shared plenty of constructive feedback on the areas we need to work on which we are carefully analysing to consider the next steps for the Active Membership, including pricing structures. We should have more news on this in October, but in the meantime we wanted to update you on what we're doing now in response to your feedback.

Changing Rooms and Showers

What was clearly evident in your feedback, was how important changing and shower facilities are to your experience and we wanted to act as quickly as possible to address this issue for you. 

Due to restricted capacities, we will still encourage you to come ready for your activity and to shower at home if you can, but we wanted to let you know that at Fort Regent and Les Quennevais we will be reopening the showers later this week. 

In order to do this, we have had to put in place one way systems to help you maintain physical distancing and implement enhanced cleaning programs. We must also ask for your assistance in this regard, to ensure we adhere to the Government guidance in these communal areas.

We already ask you to sanitise the touchpoints on the Gym equipment after use, and the same will apply in the shower areas. Signage will be in place, and we will provide cloths, gloves and aprons as outlined in the guidance for communal shower areas available here: https://www.gov.je/Health/Coronavirus/BusinessAndEmployment/Pages/CoronavirusBusinessAdvice.aspx#CommunalShowers

Please note that at Les Quennevais the showers are not available for all swim sessions, due to safeguarding measures required for School sessions. These sessions will be signposted on the App as "Beach Ready swim".

We recognise these arrangements are not ideal, and we will ask you to do this only as long as we need to in order to manage the Covid risks in the facilities. 

Access and Session Times

There has been lots of feedback asking for free movement to return to the facilities and expressing frustration with not being able to secure a place in the busy sessions using the Active App. Due to the numbers we experience in our Centres we are unable to change this at this time, whilst adhering to the Government Guidance for Covid. Pre-booked session arrangements are likely to be with us for some time yet on that basis. 

Many customers also indicated they wanted longer session times for the Gym, and also shared some feedback about the start time of some of our sessions. In some cases these were not meeting the needs of our customers. 

This has been very much a balancing act, as we want to accommodate as many members as possible whilst our capacities are restricted due to Covid. However, we have put our minds to it again and are pleased to confirm that from the 1st October some session times have been increased by 15-30 minutes at Fort Regent and Les Quennevais. This has in turn changed some of the session start times which we hope will better suit your needs. 

In addition, following updated guidance, we have been able to increase the numbers slightly in some of our sessions this week.

High Intensity Group Fitness and Spinning

Many of you were calling for Spinning and other high intensity classes to be reinstated. Unfortunately, in Jersey, high intensity activity indoors is still prohibited, so group fitness of this type is not possible at this time. Moving classes outdoors, certainly at this time of year, does not present a reliable alternative.

Approximately 35% of customers in the survey indicated they may be interested in an Active virtual product that they could access from home. This may be our only option for high intensity, while Covid still represents such a significant risk. We are therefore, looking at professional solutions to live stream some existing classes, as well as some higher intensity classes, including spinning. 

We're not there yet, however, following a planned investment in spinning bikes this year, we now have a number of spinning bikes available for sale. For those of you interested in equipping yourself ready for online spinning classes, please contact the Duty Managers to register your interest.

Springfield Opening Times

In response to your feedback, the team at Springfield are working hard to extend their operating hours to accommodate more customers. Recruitment is underway for the staff resources required to do this, and all going well, we hope to announce changes planned for November in the next few weeks. 

We will carefully monitor the impact of these changes for our members and may look to change them again if it's not working, so please keep sharing your thoughts and feedback. You can do this by talking to one of the team at the Centre's or by filling in the online form available here: www.gov.je/feedback

 

Thank you

 

Written by Active Management at 05:00

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