YMCA Victoria utilises HappyOrNot to measure customer satisfaction

YMCA Victoria has become the first fitness facility company in Australia to partner with global leader in instant customer and employee satisfaction reporting service, HappyOrNot.

The distinctive, smiley-face consoles are used by leading brands worldwide to measure customer experience in close to real-time, and the two-year agreement is breaking new ground for HappyOrNot as they move into the recreation industry.

Amie Higgs, Head of Customer Experience and CRM at YMCA Victoria, said the agreement with HappyOrNot included a YMCA reporting dashboard which enabled data aggregation for sector trend analysis, while retaining the ability to look at data centre by centre, or hour by hour.

Higgs advised “we want to be industry-leading in terms of service delivery and how we engage with our communities.

“This partnership gives us insights into our operations and that information is valuable for our centre managers to respond quickly and effectively to the people who are using their facilities.”

The HappyOrNot consoles are in 19 YMCA Victoria-managed centres across greater metropolitan Melbourne, including the busiest facilities which average over 1000 visits a day. Since November 2018, when all 19 sites went live, more than 70,000 responses have been recorded.

Higgs added “with HappyOrNot, we are capturing data from all our customers, giving us well-rounded insights from every user. Our regular Net Promoter and other surveys only reach existing member database, not casual users.

“Now, we can hear the voices of all of our customers to get a deeper understanding of who uses our centres and why.”

Derek Lamb from Push My Button, the local distributor of HappyOrNot in Australasia, concluded “it’s been great to see YMCA Victoria join the global list of fitness organisations using HappyOrNot and turning feedback into a measurable KPI.”

Read the full article at https://www.ausleisure.com.au