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High levels of satisfaction among SRT users - latest survey

June 11th 2015

Customers have expressed very high levels of satisfaction with Shetland Recreational Trust facilities throughout the islands.

In the trust’s 2015 customer satisfaction survey, 98.5 per cent said they were very satisfied or satisfied with their overall visit.

Meanwhile, 97 per cent of customers were either very satisfied or satisfied that their visit was value for money; 97 per cent were very satisfied or satisfied with the cleanliness of the facilities; and 98.5 per cent very satisfied or satisfied with the friendliness / helpfulness of the staff.

A total of 813 responses to the survey were received from customers at SRT’s eight centres, an increase on the 706 on the 2014 survey.

All age groups from under 20s to over 70s responded, with 67 per cent of them women and 33 per cent men.

SRT also carried out a non-user survey for the first time, to gain a greater understanding of why some people do not use its facilities and services.

More than 400 people responded, with each of the eight centres again represented. Some 345 indicated they had not used any SRT facility within the last six months.

The main reasons for non-use were lack of spare time and lack of interest.

SRT general manager James Johnston said: “The non-user survey was very instructive and has given staff an insight into some of the issues that people who do not use our facilities face.

“Where we can we will be working to remove barriers to people using SRT facilities.”

Mr Johnston added: “Looking at the user survey, it is obviously very pleasing that our customers are very satisfied with the standard of both the facilities and staff at the centres.

“It’s a big vote of confidence for the staff who work so hard to keep the places looking so good and dealing with customers in a polite and professional manner.

“However it is not something that we will be complacent about. We will always strive to improve our offering to customers.”

In addition to the survey responses, SRT received comments from 301 respondents, 161 of which were complimentary about staff, facilities and activities, while 80 related to suggestions on pricing, programming and equipment.

SRT chairman Bryan Leask presents Asus Fonepads to Gary Cleaver from Unst and Fiona Sinclair from Walls, who won the prizes in the draw for participants of the non-user survey. The third winner was Christina Walker from Unst, who was unable to attend. Her prize was presented to her by Unst Leisure Centre manager Matthew Cox.