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Y NSW customer survey response to inform reopening of facilities

Y NSW customer survey response to inform reopening of facilities
June 18, 2020

A customer survey of fitness, aquatic, learn to swim and gymnastics members conducted by the Y and their research partner and customer experience platform RateIt, has received more than 3800 responses – which will guide 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 23rd March 2020, the Y have worked tirelessly and collaboratively to plan for the new normal, including conducting this significant customer survey.

Overwhelmingly, responses indicate the community are keen to get back into centres as soon as possible with 64% of respondents hoping to resume activity as soon as facilities reopen and 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 a sense of community and belonging vital to their overall wellbeing.

Y NSW Chief Executive, 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.

Le Bron notes “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 COVIDSafe 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.

View the Y NSW’s COVID Safe video here

For more information on the Y’s COVID-19 policies and centre openings go to

Images courtesy of the Y

Related Articles

15th June 2020 - The Y NSW advises that fitness classes have recommenced at Oasis Aquatic and Leisure Centre

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14th June 2020 - Australian Institute of Fitness’ Steve Pettit says industry ‘will never look the same as it did pre COVID-19’

11th June 2020 - The Y to create employment opportunities at new Stromlo Leisure Centre

10th June 2020 - Fitness Australia releases new industry code of ethics

4th June 2020 - YMCA Victoria leads extensive customer research to help inform its facility reopenings

2nd June 2020 - Refurbishments underway at YMCA ONE Casey recreation sites

2nd June 2020 - NSW Government announces limited opening for indoor pools and gyms from 13th June

6th May 2020 - YMCA warns against long-term impacts of COVID-19 on youth

1st May 2020 - YMCA reopens pools in Darwin

6th March 2020 - YMCA ONE Casey achieves Fitness Australia Quality Accreditation

4th March 2020 - YMCA NSW to operate new Stromlo Leisure Centre

3rd April 2020 - Les Mills and the Y partner to deliver free content for members and employees

17th January 2020 - The Y NSW starts operations at three Western Sydney University Gyms

17th January 2020 - The Y NSW offers firies and families free access to facilities

26th November 2019 - YMCA becomes ‘the Y’ with first logo change in 52 years

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