COVID-19 Reopening First Visit Survey Report

IN THE SUMMER OF 2020, FOLLOWING THE REOPENING OF THEIR FACILITIES AFTER LOCKDOWN DUE TO COVID-19, A SELECTION OF OUR CUSTOMERS SURVEYED THEIR MEMBERS ABOUT THEIR EXPERIENCE OF VISITING THEIR CLUB IN THE ‘NEW NORMAL’, WITH A SPECIFIC FOCUS ON CLEANLINESS AND SOCIAL DISTANCING. CUMULATIVELY, THEY RECEIVED OVER 15,000 RESPONSES.

THIS REPORT CONTAINS THE ANONYMISED AGGREGATED FINDINGS FROM THOSE 15,000 MEMBERS AND COVERS THE FOLLOWING AREAS:

Net Promoter Score®

Facility cleanliness and hygiene procedures

Staff and member adherence to social distancing measures, and the clarity of these measures in terms of signage and floor markings