results client satisfaction survey fileanswer response % mcgill undergrad 977 59% mcgill graduate...
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Results – Client Satisfaction Survey
Athletics and Recreation Services, Facilities & Programs Spring 2012
What is your membership type?
Answer Response %
McGill undergrad 977 59%
McGill graduate student 313 19%
McGill staff or faculty 277 17%
McGill cont-ed student 11 1%
Non-McGill student 27 2%
Community member 23 1%
I am not a member of the McGill Sports Complex
42 3%
Total 1,670 100%
McGill Athletics and Recreation Survey 2012
Are you also a member of the Fitness Centre?
Answer Response %
Yes 1,103 66%
No 563 34%
Total 1,666 100%
McGill Athletics and Recreation Survey 2012
What time do you usually use the Fitness Center?
Answer Response %
6h30-9h00 195 20%
9h00-12h00 339 34%
12h00-15h00 361 36%
15h00-19h00 567 57%
19h00-21h30 368 37%
McGill Athletics and Recreation Survey 2012
How often do you use the following equipment?
Question Daily 2-3 Times a Week Once a Week 2-3 Times a Month Responses
Treadmills 76 299 136 135 646
Ellipticals 52 232 97 115 496
Stationary Upright Bikes
13 103 67 103 286
Recumbent Bikes 6 19 29 66 120
Spin Bikes 23 113 68 89 293
Steppers 5 48 40 86 179
Rowing Ergs 19 84 53 112 268
Ski Ergs 2 16 15 52 85
Free Weights 139 388 58 49 634
Olympic Platforms 49 103 21 46 219
Strength Machines 89 278 59 62 488
Plate Loaded Machines 66 188 37 48 339
Multipurpose Cable Machines
71 197 39 43 350
Stretch accessories (mats, yoga straps, foam rollers, etc.)
122 403 64 58 647
Balance and Functional training equipment (TRX, Belts, skipping ropes, BOSU, etc.)
40 111 43 52 246
What piece(s) of equipment would you like to see more of?
Answer Response %
Cardio 452 60%
Strength 390 52%
Functional and Stretch 222 29%
McGill Athletics and Recreation Survey 2012
Is the Fitness Centre staff friendly?
Answer Response %
Strongly Agree 159 16%
Agree 513 52%
Neither Agree nor Disagree
255 26%
Disagree 43 4%
Strongly Disagree 16 2%
Total 986 100%
McGill Athletics and Recreation Survey 2012
Are the Fitness Center staff helpful?
Answer Response %
Strongly Agree 96 10%
Agree 411 42%
Neither Agree nor Disagree
405 41%
Disagree 58 6%
Strongly Disagree 12 1%
Total 982 100%
McGill Athletics and Recreation Survey 2012
Are you aware that Athletics and Recreation offer Personal Training Services?
Answer Response %
Yes 483 49%
No 510 51%
Total 993 100%
McGill Athletics and Recreation Survey 2012
What best describes your feelings about the policy that all Fitness Centre patrons must bring a towel?
Answer Response %
Strongly Agree 233 24%
Agree 320 32%
Neither Agree nor Disagree
208 21%
Disagree 163 16%
Strongly Disagree 67 7%
Total 991 100%
McGill Athletics and Recreation Survey 2012
What type of cleaning system for wiping down equipment would you prefer?
Answer Response %
Spray bottle and cloth towel system
641 65%
Sani wipes system 216 22%
Spray bottle and paper towel system
125 13%
Total 982 100%
McGill Athletics and Recreation Survey 2012
Overall, I rate my Fitness Center experience as being:
Answer Response %
Excellent 89 9%
Very Good 384 39%
Good 365 37%
Fair 121 12%
Poor 31 3%
Total 990 100%
McGill Athletics and Recreation Survey 2012
Are the hours of operation in the Sports Complex meeting your demands?
Answer Response %
Yes 1,119 83%
No 229 17%
Total 1,348 100%
McGill Athletics and Recreation Survey 2012
Please rate the service of the Athletics and Recreation staff in the following areas.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Client Services Office
24 42 812 246 1,124
Equipment Counter
16 49 727 190 982
Front Door Security
23 52 751 360 1,186
Campus Recreation
20 42 700 168 930
Intercollegiate Office
11 23 632 103 769
Facilities Office 13 32 641 114 800
Sport Medicine 11 35 603 214 863
McConnell Arena 8 27 615 133 783
Other 22 12 255 58 347
When checking out equipment (basket, towels, basketballs, etc) rate the efficiency in which your
request is filled.
Question Very Dissatisfied
Dissatisfied Satisfied Very Satisfied Responses
Equipment Rental
11 32 502 134 679
Towel Service 22 41 453 127 643
Locker Rental 16 47 472 112 647
McGill Athletics and Recreation Survey 2012
Have you used Athletics and Recreation On-Line Services?
Answer Response %
Yes 976 71%
No 407 29%
Total 1,383 100%
McGill Athletics and Recreation Survey 2012
Were you able to purchase all the products and services you needed online?
Answer Response %
Yes 831 88%
No 110 12%
Total 941 100%
McGill Athletics and Recreation Survey 2012
Rate your overall online experience?
Answer Response %
Excellent 284 29%
Good 560 58%
Poor 121 13%
Total 965 100%
McGill Athletics and Recreation Survey 2012
Would you be interested in using any of these additional on-line services?
Question Yes No Responses
Court reservations 563 223 786
Booking private lessons
475 273 748
Booking personal training sessions
500 260 760
Booking Sport Medicine appointments
556 234 790
Purchasing tickets to varsity games
510 240 750
Purchasing items from the Redbird Sports Store
498 271 769
McGill Athletics and Recreation Survey 2012
How often do you consult the Athletics and Recreation website for information?
Answer Response %
Daily 25 2%
2-3 Times a Week 135 10%
Once a Week 247 18%
Once a Month 670 50%
Never 274 20%
Total 1,351 100%
McGill Athletics and Recreation Survey 2012
What information do you access on our website?
Question Never Rarely Sometimes Often Responses
Facilities Schedules
162 127 413 445 1,147
Intramurals 568 162 153 105 988
Fitness and Recreation classes
278 200 440 217 1,135
Varsity Game Schedules and Results
595 177 127 78 977
Athletics and Recreation news and announcements
583 204 142 52 981
Drop In Rec times
496 160 225 123 1,004
Sport Medicine Clinic
661 174 138 23 996
Other 193 28 22 13 256
Are you aware that Athletics and Recreation has a boutique (Redbird Sports Store)?
Answer Response %
Yes 1,247 90%
No 135 10%
Total 1,382 100%
McGill Athletics and Recreation Survey 2012
How did you hear about the Redbird Sports Shop?
Answer Response %
From a friend 215 18%
Advertising (where?) 82 7%
Athletics website 187 16%
other 690 59%
Total 1,174 100%
McGill Athletics and Recreation Survey 2012
Do you eat in the Sports Complex cafeteria?
Answer Response %
Never 866 63%
Rarely 295 22%
Sometimes 161 12%
Often 49 4%
Total 1,371 100%
McGill Athletics and Recreation Survey 2012
How would you rate its cleanliness?
Answer Response %
Dissatisfied 44 9%
Neutral 259 52%
Satisfied 197 39%
Total 500 100%
McGill Athletics and Recreation Survey 2012
Do you purchase food from the service provider?
Answer Response %
Yes 295 60%
No 197 40%
Total 492 100%
McGill Athletics and Recreation Survey 2012
How would you rate the food?
Question Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
Responses Mean
Quality of food
7 40 180 45 272 2.97
Portion Size 2 21 187 51 261 3.10
Variety of choice
12 72 146 35 265 2.77
Price 14 64 137 39 254 2.79
McGill Athletics and Recreation Survey 2012
How would you rate the service?
Question Very Dissatisfied
Dissatisfied Satisfied Very Satisfied
Responses Mean
Speed and efficiency
4 15 184 76 279 3.19
Friendliness 4 11 159 103 277 3.30
Respect for cleanliness
3 25 176 69 273 3.14
McGill Athletics and Recreation Survey 2012
Are you satisfied with the selection of products sold in the vending machines?
Answer Response %
Satisfied 85 18%
Neutral 317 69%
Dissatisfied 60 13%
Total 462 100%
McGill Athletics and Recreation Survey 2012
Are you satisfied with the location of the vending machines?
Answer Response %
Yes 379 93%
No 29 7%
Total 408 100%
McGill Athletics and Recreation Survey 2012
Are you registered in a fitness or recreational class?
Answer Response %
Yes 576 42%
No 785 58%
Total 1,361 100%
McGill Athletics and Recreation Survey 2012
How did you register for your class?
Answer Response %
On-Line 466 82%
Client Services 102 18%
Total 568 100%
McGill Athletics and Recreation Survey 2012
How did you learn about our courses?
Answer Response %
Athletics and Recreation website
286 50%
Athletics magazine 24 4%
Tribune Ad 1 0%
Friends 93 16%
Word of mouth 47 8%
Other 120 21%
Total 571 100%
McGill Athletics and Recreation Survey 2012
Are you an Intramural participant?
Answer Response %
Yes 302 22%
No 1,041 78%
Total 1,343 100%
McGill Athletics and Recreation Survey 2012
Which sports have you been a participant?
Answer Response %
Ball Hockey 27 9%
Basketball 55 19%
Hockey 76 27%
Soccer 130 46%
Ultimate Frisbee 54 19%
Volleyball 98 34%
Inner-tube water polo 57 20%
Flag football 13 5%
McGill Athletics and Recreation Survey 2012
How did you register for your league?
Answer Response %
On-Line 82 29%
Client Services 11 4%
Free agent 11 4%
Team captain registered our team
180 63%
Total 284 100%
McGill Athletics and Recreation Survey 2012
Please rate the quality of the intramural program.
Question Very Satisfied Satisfied Dissatisfied Very Dissatisfied Responses
Choice of sports 93 156 13 2 264
Game times 48 166 38 14 266
Facility 78 168 10 4 260
Equipment provided
66 152 31 8 257
Staff professionalism
54 157 37 12 260
Registration process
40 175 29 6 250
Schedule/ Standings updates
45 159 33 17 254
McGill Athletics and Recreation Survey 2012
Have you participated in Drop-In Recreational activities?
Answer Response %
Yes 319 24%
No 1,012 76%
Total 1,331 100%
McGill Athletics and Recreation Survey 2012
Which activities do you participate in?
Answer Response %
Soccer 54 17%
Basketball 55 17%
Shinny hockey 24 7%
Volleyball 42 13%
Tennis 29 9%
Badminton 44 14%
Swimming 86 27%
Skating 29 9%
Pay-As-You-Go Fitness 146 45%
None 5 2%
Other 24 7%
McGill Athletics and Recreation Survey 2012
Please rate our Drop-in Recreational programs.
Question Very Satisfied Satisfied Dissatisfied Very Dissatisfied
Responses
Choice of sports
44 178 8 3 233
Choice of Pay-As-You Go classes
34 145 29 5 213
Scheduled times
24 142 67 12 245
Facility 34 165 19 3 221
Equipment provided
29 160 23 4 216
Fees required 47 146 22 8 223
McGill Athletics and Recreation Survey 2012
How often do you use the following facilities? Question Never Rarely Sometimes Often Responses
Memorial Pool 634 154 186 137 1,111
Gyms 1&2 629 115 159 143 1,046
Gyms 3&4 672 110 134 109 1,025
Tomlinson Fieldhouse
594 126 179 152 1,051
Squash Courts 773 96 92 68 1,029
Varsity weight room
821 61 57 80 1,019
Molson Stadium 763 133 99 22 1,017
McConnell Arena 790 98 69 58 1,015
Forbes Field 767 108 98 32 1,005
Activity Rooms (Aerobics room, Mind/Body room, Spin room
467 105 183 315 1,070
Outdoor tennis courts
873 76 53 14 1,016
Locker Rooms 122 50 154 802 1,128
Please rate the cleanliness of the following facilities.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Memorial Pool 10 36 353 108 507
Gyms 1&2 6 22 308 90 426
Gyms 3&4 5 21 280 73 379
Tomlinson Fieldhouse
3 19 277 109 408
Squash Courts 11 17 212 73 313
Varsity Weight Room
9 23 188 47 267
Molson Stadium 1 7 215 62 285
McConnell Arena 3 13 203 53 272
Forbes Field 1 13 210 51 275
Activity Rooms (Aerobics, Mind/Body, Spin)
16 42 360 154 572
Outdoor Tennis Courts
2 21 170 37 230
Locker Rooms 98 171 513 109 891
Please rate the safety of the following facilities.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Memorial Pool 1 9 293 135 438
Gyms 1&2 4 10 242 103 359
Gyms 3&4 3 10 215 88 316
Tomlinson Fieldhouse
2 8 228 105 343
Squash Courts 5 4 162 70 241
Varsity Weight Room
1 14 151 59 225
Molson Stadium 1 6 172 60 239
McConnell Arena 2 7 166 61 236
Forbes Field 3 10 156 60 229
Activity Rooms (Aerobics, Mind/Body, Spin)
4 18 309 181 512
Outdoor Tennis Courts
4 3 130 43 180
Locker Rooms 24 77 488 197 786
Please rate the air quality (temperature, ventilation) of the following facilities.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Memorial Pool 5 32 305 77 419
Gyms 1&2 22 69 197 50 338
Gyms 3&4 21 56 174 44 295
Tomlinson Fieldhouse
13 51 205 60 329
Squash Courts 7 13 154 45 219
Varsity Weight Room
14 30 123 33 200
McConnell Arena 4 12 152 42 210
Forbes Field 4 5 130 57 196
Activity Rooms (Aerobics, Mind/Body, Spin)
23 88 308 88 507
Locker Rooms 37 123 481 125 766
Please rate the lighting of the following facilities.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Memorial Pool 2 18 282 89 391
Gyms 1&2 2 10 230 84 326
Gyms 3&4 1 8 200 71 280
Tomlinson Fieldhouse
3 16 207 79 305
Squash Courts 8 5 140 69 222
Varsity Weight Room
1 6 135 53 195
Molson Stadium 1 3 137 48 189
McConnell Arena 3 6 141 52 202
Forbes Field 3 8 124 48 183
Activity Rooms (Aerobics, Mind/Body, Spin)
6 13 324 145 488
Outdoor Tennis Courts
5 8 106 35 154
Locker Rooms 13 42 493 191 739
Please rate the availability of use of the following facilities.
Question Very Dissatisfied Dissatisfied Satisfied Very Satisfied Responses
Memorial Pool 19 71 246 55 391
Gyms 1&2 12 43 205 44 304
Gyms 3&4 9 34 181 36 260
Tomlinson Fieldhouse
15 32 195 50 292
Squash Courts 9 27 125 36 197
Varsity Weight Room
12 19 115 39 185
Molson Stadium 7 11 115 33 166
McConnell Arena 9 28 106 34 177
Forbes Field 6 12 119 42 179
Outdoor Tennis Courts
10 18 94 26 148
Locker Rooms 18 49 424 221 712
How do you access information about Athletics and Recreation?
Question Never Rarely Sometimes Often Responses
Website www.mcgill.ca/ athletics
64 128 419 406 1,017
Athletics magazine
535 111 85 17 748
Informational TV screens
447 136 119 28 730
Mobile website m.athletics.mcgill.ca
613 55 39 14 721
Client Services - phone or in person
459 166 118 18 761
The McGill Tribune
592 81 48 8 729
Word of mouth 223 151 309 108 791
Other 123 4 10 9 146
Are you a member of our Facebook page?
Answer Response %
Yes 88 8%
No 1,053 92%
Total 1,141 100%
McGill Athletics and Recreation Survey 2012
Do you follow Athletics and Recreation through any of our following social media sites?
Question Never Rarely Sometimes Often Responses
Facebook 946 37 52 23 1,058
Twitter 1,000 23 11 11 1,045
You Tube 991 31 16 5 1,043
McGill Athletics and Recreation Survey 2012