5 November 2020

Port Lincoln Leisure Centre leads in post COVID feedback

Customer feedback scores since the reopening of Port Lincoln Leisure Centre after the COVID-19 lockdown places the Centre as the leading YMCA South Australia managed recreation facility.

The Centre’s approval rating places it ahead of some of the world’s biggest organisations and sets up a great opportunity for growth in 2021.

The feedback was gained via Net Promoter Score, widely accepted as the best-practice approach to gauging customer satisfaction and loyalty. Customers answer the question of ‘How likely they are to recommend the Centre to a friend or colleague?’, with respondents providing a rating between 0 (not at all likely) to 10 (extremely likely). The percentage of detractors is subtracted from the percentage of promoters to obtain a Net Promoter score (NPS).

Over the last 12 months across all YMCA South Australia sites, NPS results from several thousand customers found 74 per cent provided a rating of 9 or 10, being extremely likely to recommend Y Centres to others.

Looking at results post the COVID-19 closure (mid June – mid Oct), overall the Y received an impressive NPS score of 67, with Port Lincoln Leisure Centre achieving an outstanding score of 76.

The result exceeded expectations, proving that despite the increased measures and restrictions, the Centre continues to lead the industry in customer satisfaction, with its NPS scores ranking well above world leaders like Amazon (69) and Apple (65).

YMCA Regional Development Manager, Craig Hortin, said the strategies put in place to re-engage with the local community, together with the dedication of staff to ensuring ease of access to programs and services were keys to the positive feedback.

“The positive feedback from the Port Lincoln community has been a great source of motivation and to achieve such a high NPS score is endorsement of the efforts of our local staff team. Their response to the COVID-19 challenges over the last six months has been outstanding,” he said.

“There has been cooperation between customers and staff which has allowed us to keep the Centre COVID safe moving forward. We aim to continue to improve and provide a safe place for the Port Lincoln community to come together for the benefit of their physical and mental health.”