Customer and community voice will guide the YMCA NSW’s reopening of its 24 community recreation facilities across the NSW and the ACT as Government restrictions ease.
Following the forced closure of all fitness facilities on March 23, the Y have worked tirelessly and collaboratively to plan for the new normal, including conducting a significant customer survey of fitness, aquatic, learn to swim and gymnastics members with research partner and customer experience platform RateIt. More than 3,800 responses to the survey were received which will guide the Y as it moves to progressively open doors throughout June.
Overwhelmingly, responses indicate the community are keen to get back into centres as soon as possible. 64 per cent of respondents hoping to resume activity as soon as facilities reopen, with aquatics members the most excited to get back in the pool.
Overall, customers were understandably concerned about cleanliness, but still extremely excited and motivated to return to Y NSW gyms in which they feel and sense of community and belonging vital to their overall wellbeing.
Y NSW CEO Susannah Le Bron said the Y is committed to following all Government health advice as well as ensuring the community’s voice is heard in reimagining the new Y NSW experience.
“Our research demonstrates that the Y is more than just a gym, we’re a core part of our customers’ routines and lives, and that’s an honour we don’t take lightly. We can’t wait to welcome our communities and staff back into our centres to reimagine their health and wellness goals in the new normal.”
“This significant exercise in listening has allowed us to ensure we prioritise the changes and the services which matter most to our members as we activate our COVID Safe plan.”
In response to both customer feedback and NSW Health guidelines, the Y has introduced more hand sanitiser stations and stocked up on hygiene and safety products, implemented an innovative new online booking system, installed new fit outs in our centres including sneeze screens and social distancing markings and trained all of our incredible staff in COVID safe supervision.
The Y proudly owns and operates six sites in NSW, and manages 18 sites on behalf of valued partners offering fitness, aquatics, learn to swim and gymnastics for all ages and abilities. So far, four sites have reopened to the public, with more announcements due in the coming weeks.