“Customer Attitude Survey” during and post the Covid-19 lockdown
Planning for an uncertain future is always difficult but a key component of the recovery and reopen strategy is listening to the voice of the customer. While facilities and clubs have been closed your members have been utilising your own online delivery, as well as millions of pieces of social and commercial online content, made commonplace by the digital transformation Covid-19 has accelerated. Government recommendations to keep active have been a dream of our sector and open space has been utilised as never before, in what has been one of the warmest dryest Aprils for many years. As we near signs of a return to a “new normal” the delivery model we reopen with may need to be very different from the one we closed back in March.
Leisure-net, in partnership with 4global’s DataHub initiative and Max Associates, has created a customer attitude survey to ascertain your customers’ current levels of activity, how they are accessing physical activity and likely behaviour patterns post-Covid lockdown.
We want to help you and the sector understand how customers will respond when the lockdown is reversed and what operational changes will be needed to give customers the confidence to return.
The aim is to understand the value customers put on regular exercise and what they will consider as value for money in the future. It will help inform the difficult decisions that need to be made over the coming months. The data can be used by you and local authority partners to plan as the lockdown eases, to ensure you maximise customer take-up and renewal. It will also be invaluable to support local authorities as they plan future service delivery given their own financial position which is likely to be significantly impacted by Covid 19.
The survey can be distributed by you directly to your customer base, or Leisure-net can send it out or your behalf or finally if you are signed up to it, we can distribute it for you via Datahub’s marketing intelligence module. The survey is totally anonymous, and the data will be aggregated to allow results to be benchmarked against all operators that take part. Should there be enough volume we will also produce regional benchmarks.
The overall results from the survey will be shared via media channels, social media platforms and as a paper to inform future thinking.
NOTE TO EDITOR: About Leisure-Net Leisure-net work with leading industry organisations, local authorities and leisure and cultural trusts, as well as private sector operators and suppliers. Helping them to understand their customers’ and clients’ needs and aspirations, and to deliver innovative service improvement initiatives.
Leisure-net has been supporting this sector for almost 20 years; establishing a reputation for delivering innovative and cost-effective research solutions. We aim to do this by establishing long term, enjoyable and open partnerships, working with like-minded organisations.
About The DataHub The collaborative DataHub project was launched in 2013 as an automated and secure way for all facilities across the health and fitness industry to bring their data together on a daily basis, align it with data standards and then access and share consistent business intelligence and best practice. All DataHub Club members (facility operators, NGBs and delivery partners) now have accurate reporting information, relative benchmarks and actionable operational solutions, based on a central and growing shared repository of 800+ million facility visits (2,200+ UK facilities).
The DataHub provides an eco-system, allowing partner suppliers (marketing, health and safety, customer insight, social return etc.) to leverage the centralised intelligence within their own specialist modules and services, creating a one-stop-shop that delivers simple, coordinated and enhanced customer, programme and facility outcomes. Never before have so many sector organisations been united under one umbrella with such a fundamental mandate, and with the technology to deliver this much-needed step change in how the industry uses data.