Whiteknights Satisfaction Survey

Whiteknights Indoor Bowls Club

Members’ Satisfaction Survey Feedback

Analysis of the members’ feedback from the January Satisfaction Survey revealed four areas which received the greatest number of adverse comments:

The Club’s crowded bowling schedule; Requirement to further improve knowledge of Directors & Bowling Committee; Catering; Improvements to ladies and gents changing rooms. In this communication we review one of these four areas.

 

Catering

Member Feedback

There were many favourable comments about our caterers, The Fat Tabby. However, the view of a number of our members is that prices are too high and that the quality of the food is variable and could be improved.

 

Considerations

Mike Jackman, Director with responsibility for catering, reports:

The Fat Tabby have been the Club’s caterers for three years. The first year proved to be difficult and complaints were commonplace. Last season has been quite the opposite with compliments from members and visiting clubs/associations being the norm. Overall, the Board of Directors is satisfied that the service The Fat Tabby provides to our Club has improved considerably.

As a Club we operate a franchise system where the caterers pay for the use of our facilities. With such a system food is more readily available during the day. However it can come with a little extra price tag. Members who have concerns about pricing could have visited clubs who do not have such a system and where food is only available at certain times. At these clubs the food can come with a slightly lower price tag.

To the future, it is the Club’s intention to continue finding ways to improve our catering facilities and we will continue to evaluate feedback from our members.

 

Action Plan

  • Review our prices/menus against other indoor clubs and local establishments.

  • Compare match meals with other indoor clubs.

  • Build on the success of the Sunday Spring lunch.

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We greatly appreciate your input and continued support. If you have any additional comments on our action plan for catering please speak to Andy Knapper or call the Club Chairman Edna Orchard on 0118 9731067

 

 

AEH June 2018

Whiteknights Indoor Bowls Club

Members’ Satisfaction Survey Feedback

 

Analysis of the members’ feedback from the January Satisfaction Survey revealed four areas which received the greatest number of adverse comments:

The Club’s crowded bowling schedule; Requirement to further improve knowledge of directors & bowling committee; Catering; Improvements to ladies and gents changing rooms. In this communication we review one of these four areas.

 

The Club’s crowded bowling schedule

 

Member Feedback

A number of members commented on limited rink availability, particularly at weekends with coaching and competitions taking priority. There were also concerns that some trophy matches clashed with the new member open days. Some members expressed dislike of the 8.30pm league matches and also that, on occasions, a clash between matinee and evening league games scheduled for the same day can result in bowlers playing back-to-back matches.

 

Considerations

Whiteknights has over 900 members and scheduling all the various matches, competitions and roll-ups is not a simple task. However, every attempt will be made to address the concerns of our members in the 2018/2019 season. With regard to the 8.30pm league matches it should be appreciated that some later starts are essential for those Club members who are in full-time employment.

 

Action Plan

  • Attempt to avoid any potential league match clashes

  • Conduct analysis of friendly match fixtures

  • Continue to improve balance of league match time splits 

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We greatly appreciate your input and continued support. If you have any additional comments on our action plan for the Club’s crowded bowling schedule please speak to Andy Knapper or call the Club Chairman Edna Orchard on 0118 9731067

 

AEH June 2018

 

Whiteknights Indoor Bowls Club

Members’ Satisfaction Survey Feedback

 

Analysis of the members’ feedback from the January Satisfaction Survey revealed four areas which received the greatest number of adverse comments:

The Club’s crowded bowling schedule; Requirement to further improve knowledge of directors & bowling committee; Catering; Improvements to ladies and gents changing rooms. In this communication we review one of these four areas.

 

 

Further improve knowledge of directors and bowling committee

 

Member Feedback

A number of members were concerned that they did not know the Club’s directors and members of the bowling section committee; a few also queried the directors’ business skills and qualifications. There is a feeling that there should be more interaction between Whiteknights members and those who are managing the Club.

 

Considerations

These concerns were raised in the 2016 survey as a result of which a lot of effort was taken to improve the situation. This action included updating the photographs in the Club’s entrance and on the website. Detailed information on each director was also made in the monthly newsletter and their photographs were included in the Club handbook. In addition, some directors made themselves available for discussion with members in the lounge area.

We are fortunate to have four new directors and efforts have been made to introduce them to the Club’s membership.

So, a lot has already been achieved but it is clear that more needs to be done to address this concern.

 

Action Plan

  • More personal contact with members wherever possible

  • Concentrate on Directors/Bowling Section success stories and business background

  • Continue to publicise the wide range of Directors responsibilities

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We greatly appreciate your input and continued support. If you have further comments on our action plan to further improve knowledge of directors and bowling committee please speak to Andy Knapper or call the Club Chairman Edna Orchard on 0118 9731067                                                                                                                

AEH June 2018

Whiteknights Indoor Bowls Club

Members’ Satisfaction Survey Feedback

Analysis of the members’ feedback from the January Satisfaction Survey revealed four areas which received the greatest number of adverse comments:

The Club’s crowded bowling schedule; Requirement to further improve knowledge of Directors & Bowling Committee; Catering; Improvements to ladies and gents changing rooms. In this communication we review one of these four areas.

 

Improvements to ladies and gents changing rooms

Member Feedback

Members mentioned that the lockers in both gents and ladies changing rooms are badly worn. They reminded us that management had committed to purchasing new lockers to replace those that needed updating.

 

Considerations

The Club management is fully committed to upgrading the ladies and gents changing rooms including new lockers where required.

It should be appreciated that this is a major undertaking since there are a total of 900 lockers in both changing rooms.

 

Action plan

  • Decoration of ladies changing room.

  • Commence rolling locker replacement programme:

    • Priority will be given to gents changing room owing to bad condition of their lockers.

    • Pursue any possible grants that may be available.

    • First phase to be completed by end of September 2018. This represents a minimum of 30% of lockers in the gents changing rooms.

    • Second phase to commence summer 2019.

  • Carpet in gents changing rooms to be replaced on completion of second phase.

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We greatly appreciate your input and continued support. If you have any additional comments on our action plan for improvements to ladies and gents changing rooms please speak to Andy Knapper or Club Chairman Edna Orchard on 0118 9731067

                                                                                                                                                                                               

AEH April 2018

 

The results are published below.