The sports trainers, the most precious active in Municipal Sports Complexes
Sport service’s quality and customer service are the keys on the perceived quality of the service. The sports instruction is the most valuable item with 6,81 over 10, followed by the customer service with 6,79. The less valuated aspect is the relation between quality and price where it obtains a 5,53 over 10. If we regard the general valuation of a sports Complex, we find that this stands on a 6,28. These are some of the results of the Satisfaction’s Survey from the users of 38 municipal sports complexes from Barcelona’s province. Itik consulting has done this study in the Barcelona’s Council Intermunicipal Sports Circles Comparison context in 2013, 2014 and 2015 being able to follow the results evolution. There is a decrease in the service’s quality perception with a downward trend on the last 3 years, obtaining a lower valuation on each item scoring. By age, one can see how the 30 to 40 years segment is the most demanding in terms of the service valuation with an average value of 5,94 while the + 60 years one, is presenting the highest score. However, last ones are the only ones that have valued the cleaning as the lowest one.
Knowing your user’s satisfaction is essential to identify the improvements to be made in the facility and anticipate trends and act early. If apart from a quantitative assessment this analysis is combined with qualitative methods, the information obtained can design an action plan tailored to your organization, efficient and easy to implement. And you? Do you already know what your users think?