Stevenage Leisure (SLL) is rolling out the latest customer feedback technology after a trial saw comments soar by 500 per cent.

SLL is placing Customer First Solutions' (CFS) touchscreen Smartboxes in 13 of its sites across nine towns, after seeing customer responses increase from an average of 10 to 50 comments a month.

In just seven months of using the device, Knights Templar Sports Centre in Baldock, Hertfordshire, has already implemented several customer suggestions. It has extended its off-peak usage to weekends, purchased  a mixed martial arts kit and even asked gym-goers to help redesign the new layout before its January refit.

Tom Galvin, Knights Templar Sports Centre manager, said: "It's fantastic the increase in responses we've seen since moving from paper feedback. Previously just the people who wanted to make a complaint who would go out of their way to pick up a comment card in reception. 

"With the new technology we are now also hearing from the generally happy customers whose views are just as important."

Completing the Smartbox questionnaire takes just one to two minutes depending on how much information the customer wants to share. 

This project also marks the first time CFS will be working in partnership with The WOW! Awards. Customers visiting Stevenage Leisure will not only be able to feedback on their experiences using the SmartBoxes, but can also nominate an individual member of staff for one of the prestigious customer service awards.

Helen Dargie, managing director of Customer First Solutions said: "Stevenage Leisure understand that in order to grow the business and encourage more people to join it needs to take on board its current customer's views.

"The centres will also be able to tailor the questions on the Smartboxes to specifically target the priorities and needs of local customers rather than a one size fits all approach."

The leisure charity works in partnership with five local authorities and employs over 1,000 people, managing a wide range of health and fitness facilities, including swimming pools, fitness suites, dance and exercise studios, racket sports, spa and steam rooms, outdoor pitches and the Stevenage Golf & Conference Centre.

Kieron Vango, operations director for Stevenage Leisure Ltd, believes that by using CFS' technology they are trumping the competition, "In terms of quality it definitely gives us the edge," he said. "By improving service and quality and listening to our customers we hope to build our customer base and continue to provide the very highest of standards.

"The comment card system we used previously was just messy and confusing. CFS has streamlined the entire process meaning less man power is needed and we get regular clear and detailed reports that we can quickly act upon. The trial has been a huge success and we look forward to rolling it out."