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Oldham Community Leisure achieves world-class customer feedback
09 Nov 2020
Net Promoter Scores (NPS) from Oldham Community Leisure (OCL) customers, which have seen a significant increase during the Covid-19 pandemic, put the company ahead of some of the best brands in the world.
OCL’s Net Promoter Score (NPS), which was conducted by TRP, found the vast majority of customers would recommend its leisure facilities. In August 2020, OCL scored an impressive 73 overall across its leisure centres, with Royton Leisure Centre achieving an outstanding score of 79. OCL’s NPS scores out perform some of the best performing companies in the world, including Apple (65) and Amazon (69). A score of 70 or above is considered to be exceptionally high.
NPS calculates the willingness of OCL customers to recommend its facilities and services, and as such is a good barometer of customer satisfaction and loyalty. The community leisure trust, which manages the leisure facilities across the borough, has even seen its scores rise since reopening after lockdown.
TRP’s survey automatically selects customers that have made a visit to one of its centres and sends them a request to complete the survey. The selection of customers is controlled, so no customer is surveyed more than once in every six months, to make sure the results generated represent a good balance from OCL’s customer database.
Simon Blair, OCL’s Head of Business Development, attributes the increase in their NPS results from this time last year to a number of COVID-19 adjustments their centres have made. He says: “It’s clear to us that our customers missed OCL during lockdown - and that our new enhanced levels of customer services, including the meet and greet of all visitors, an overall greater staff presence, an increase in cleaning and an expansion in our timetable with a reduction of class capacities, is something our customers want now, and something they will continue to want long-term, post pandemic. There are lots of lessons we should be learning now to take us forward, which will continue to drive customer satisfaction upwards.
“It’s been a tough ride over the last six months. But we’re extremely proud of what OCL has achieved as a team. Oldham has been hit hard by the pandemic, with our community experiencing sustained restrictions. But we all pulled together. We are thrilled with our NPS scores, especially as we surveyed over 1400 customers. The results demonstrate how the OCL team has responded to the COVID-19 challenges and is testament to their dedication, care and support. We remain optimistic that OCL can continue to serve its community and provide customers with the engagement and interaction they crave through this difficult autumn and winter.”
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