Tuesday, 30 July 2013

H2O Xtream awards families after feedback forwarded

Upper Hutt’s aquatic leisure centre has taken a fresh approach to gaining customer feedback, improving data integrity and offering a healthier incentive.

UPPER HUTT, Wellington NZ, 30 JUL 2013— H2O Xtream, Upper Hutt’s aquatic leisure centre has changed its method of collecting customer feedback, saving money and increasing feedback integrity in the process. During school holiday periods, customers are offered the chance to win 500 ‘H2O Xtream dollars’ in return for filling out a survey.

This scheme has been operating since the start of the year, with the July school holidays’ winner being Joanne Wilson from Wellington.

Winners receive a prize of 500 H2O Xtream dollars. These dollars can be shared and redeemed for access to the pool, slides, swimming training, and other services at the facility.

Feedback is gained from customers completing a form at reception. Customers can take their time to fill out the form and don’t have to deal with staff directly over the issues. Because the prize directly corresponds to a return to the pool, this incentivises feedback to be constructive.

“Previously, we have had a staff member target people at the pool and interview them for their feedback,” says Upper Hutt City Council’s Recreation Services Manager, Rachel Jury. “We also wanted to add to the momentum that our Activation team is trying to establish in the community. Also, the person-to-person contact and requirement for immediate answers in an interview process doesn’t guarantee as much constructive criticism or thought-through responses as filling a form out privately can.”

“The whole point of this feedback is to improve our services and we want to gain the most robust and thoughtful feedback possible.”

The new feedback system has produced great results with action being taken on many suggestions.

“The feedback collected over the past seven months has empowered us to make decisions about how we structure our service,” says Ms Jury. “There are also several suggestions that customers have made to us which we are in the process of implementing into our service.”
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