REPs customer satisfaction survey

More than 1,110 members took part in the survey (thank you!) and told us that in the past year we have given you better value for money, better customer service and an improved registration process. You said we have also produced a better REPs website, journal and e-zine, and registration process, notably for new members. A comparison between 2010 and 2009 surveys (figure 1) shows a significant improvement with new members now reporting they are very satisfied with the information provided (87% compared to 38% last year), simplicity of the application forms (85% compared to 46% last year) and communication with the REPs office (70% compared to 31%). Established members also report the online re-registration process is better, 60% said it is very easy to use compared to only 37% in 2009. While 81% said the journal is good (up 16% on last year) and the website is also good for 76% of respondents (up 17% on last year).

Three in five members (62%) had been in contact with REPs in the past year mainly by telephone. Queries were mainly about REPs status, registration and CPD. Overall, three-quarters (74%) of members contacting REPs said their query was dealt with to their satisfaction, a significant increase on last year (58% in 2009). Those reporting it was not dealt with satisfactorily dropped significantly (from 29% in 2009 to 18% in 2010).

As shown in figure 3, the level of very satisfied customers has increased significantly across the board. The satisfied (very or fairly) range from 79% for getting a satisfactory answer to 85% of respondents reporting good product knowledge. Similar increases are also seen in those very satisfied with the manner the query was answered and dissatisfaction was reduced. Overall, 84% or more were satisfied with a polite, friendly service and good customer service. The speed of response to queries was the third area of improvement significantly in those members who were very satisfied with the speed of answering the phone and times of day they are manned (up 13% and 12% respectively on 2009 figures). Overall, you report getting more value for money and this may be due to the improvements seen or a response to the economic climate and a static membership fee. Three-quarters of respondents said the £25 annual fee was good value, a significant increase on last year (78% compared to 65% in 2009). Those who thought it wasn’t good value fell from 28% to 19% this year.

We can still improve While these results show improvements in the areas we have targeted to date we know there is still much more to do. Nine in ten (93%) members said that a membership body providing

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Earlier this year, REPs members were invited to take part in the second annual online customer satisfaction survey. Liz Smith looks at the results.

recognition of professional status is important and it is the main reason for joining the Register. Currently, 75% of members think their interests as a fitness professional are well supported (mainly fairly well). Specific improvements that are wanted are in areas of advertising and promoting the Register to the public and to members, the length of time taken to respond and to make

Very satisfied Fairly satisfied Fairly dissatisfied Very Dissatisfied

2010 2009 2010 2009 2010 2009

0% 10% 87% 38% 85% 46% 70% 31% 20% 30% 40% 42% 50% 60% 70% 47% 15% 17% 80% 9% 49% 9% 2%2% 10% 3% 6% 9% 5%1% 6% 11% 90% 100%

Base: Respondents who have been members for 12 months or less Note: 2010 asked about simplicity of application forms instead of ease of completion asked in 2009

Figure 1. How satisfied were you with the registration process? Very good

2010 2009 2010 2009 2010 2009

44%

31% 31%

25% 30% 16% 30% 35% 45% 46% 34% 45% 32% 20% Fairly good OK 37% 28% 21% 9% 4% 8% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Base: all members who had looked at or read that product

Figure 2. How would you rate the information that REPs provides on an on-going basis

The REPs Journal 2010;18(September):16-17 The REPS Journal 2009;00(Month):00-00 Poor (very or fairly) 16% 3% 6% 3%

REPs e- zine

REPs website

REPs journal

Communication with REPs office

Simplicity of the application forms

Information provided