Results Client Satisfaction Survey fileAnswer Response % McGill undergrad 977 59% McGill graduate...

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%


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%


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%


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%


Are the Fitness Center staff helpful?

Answer Response %


Agree 411 42%


405 41%

Disagree 58 6%


Total 982 100%


Are you aware that Athletics and Recreation offer Personal Training Services?

Answer Response %

Yes 483 49%

No 510 51%

Total 993 100%


What best describes your feelings about the policy that all Fitness Centre patrons must bring a towel?

Answer Response %


Agree 320 32%


208 21%

Disagree 163 16%


Total 991 100%


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%


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%


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%


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


Have you used Athletics and Recreation On-Line Services?

Answer Response %

Yes 976 71%

No 407 29%

Total 1,383 100%


Were you able to purchase all the products and services you needed online?

Answer Response %

Yes 831 88%

No 110 12%

Total 941 100%


Rate your overall online experience?

Answer Response %

Excellent 284 29%

Good 560 58%

Poor 121 13%

Total 965 100%


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


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%


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%


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%


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%


How would you rate its cleanliness?

Answer Response %

Dissatisfied 44 9%

Neutral 259 52%

Satisfied 197 39%

Total 500 100%


Do you purchase food from the service provider?

Answer Response %

Yes 295 60%

No 197 40%

Total 492 100%


How would you rate the food?


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


How would you rate the service?


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


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%


Are you satisfied with the location of the vending machines?

Answer Response %

Yes 379 93%

No 29 7%

Total 408 100%


Are you registered in a fitness or recreational class?

Answer Response %

Yes 576 42%

No 785 58%

Total 1,361 100%


How did you register for your class?

Answer Response %

On-Line 466 82%

Client Services 102 18%

Total 568 100%


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%


Are you an Intramural participant?

Answer Response %

Yes 302 22%

No 1,041 78%

Total 1,343 100%


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%


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%


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


Have you participated in Drop-In Recreational activities?

Answer Response %

Yes 319 24%

No 1,012 76%

Total 1,331 100%


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%


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


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.


Memorial Pool 10 36 353 108 507

Gyms 1&2 6 22 308 90 426

Gyms 3&4 5 21 280 73 379


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


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.


Memorial Pool 1 9 293 135 438

Gyms 1&2 4 10 242 103 359

Gyms 3&4 3 10 215 88 316


2 8 228 105 343


Varsity Weight Room

1 14 151 59 225



Forbes Field 3 10 156 60 229


4 18 309 181 512


4 3 130 43 180

Locker Rooms 24 77 488 197 786

Please rate the air quality (temperature, ventilation) of the following facilities.



Gyms 1&2 22 69 197 50 338

Gyms 3&4 21 56 174 44 295


13 51 205 60 329


Varsity Weight Room

14 30 123 33 200


Forbes Field 4 5 130 57 196


23 88 308 88 507

Locker Rooms 37 123 481 125 766

Please rate the lighting of the following facilities.



Gyms 1&2 2 10 230 84 326

Gyms 3&4 1 8 200 71 280


3 16 207 79 305


Varsity Weight Room

1 6 135 53 195



Forbes Field 3 8 124 48 183


6 13 324 145 488


5 8 106 35 154

Locker Rooms 13 42 493 191 739

Please rate the availability of use of the following facilities.



Gyms 1&2 12 43 205 44 304

Gyms 3&4 9 34 181 36 260


15 32 195 50 292


Varsity Weight Room

12 19 115 39 185



Forbes Field 6 12 119 42 179


10 18 94 26 148

Locker Rooms 18 49 424 221 712

How do you access information about Athletics and Recreation?


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%


Do you follow Athletics and Recreation through any of our following social media sites?


Facebook 946 37 52 23 1,058

Twitter 1,000 23 11 11 1,045

You Tube 991 31 16 5 1,043


Results Client Satisfaction Survey fileAnswer Response % McGill undergrad 977 59% McGill graduate...

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