Your feedback

Feedback note on corkboard

We're always keen to hear your feedback - to help us continuously improve your experience here at Derby Arena.

Below you can see a snapshot of some of the feedback you gave to us and what we've done to respond to it. 

Keep an eye on this page as we'll keep you up to date as we make changes in response to your feedback.

But you don't need to wait to tell us what you think - we'd love to hear your feedback right now, so please fill in our enquiry form.

How we've responded to your feedback

Renew the Studio equipment.

We will be auditing our equipment and renewing with consideration for replacement in the new financial year.

Improve communication between Gym Instructors and Receptionists to provide up to date class information.

We will be delivering further staff training to our Gym and Front of House teams to ensure that we remain proactive in relation to customer information.

Improve staff availability on the front desk to accommodate phone calls as well as attending to customers

We have now recruited additional staff to support our Front of House team and are actively monitoring our online booking system to streamline processes.

Introduce more sessions in the Cycling Programme

We will be reviewing our Cycling programme at the beginning of the new financial year where all elements of the programme will be assessed against feasibilities.

Introduce more regular cleaning of the Health & Fitness changing rooms

We have liaised with the Cleaning Supervisor and the cleaning schedules are being revised to accommodate for more regular cleaning of these areas.

Replace damage toilet roll holders and revise speedier process for replacement in the future

The process has now been reviewed and we no longer utilise third parties to replace these which will improve the timely manner in which we can respond.

Livewell members finishing the scheme need additional support pathways

We are working with our Livewell team and other leisure venues to explore ways to create a smoother transition and support from those Livewell members exiting the fantastic scheme

Staffing Resources sometimes lacking on the front desk causing queues to build up, in particular affecting simple check-ins

Thanks for the feedback and we continuously look at optimising staffing levels however we will be aiming to use portable iPad's more frequently for check-in purposes to speed up access.

Access for Private Track Sessions - coaches not always recognised

Coaches for Private Track Sessions must now complete a coaching pack on arrival. One of the aims of this is to improve recognition with staff but also to ensure that the right people have appropriate access.

Customer Knowledge of newer staff sometimes lacking.

Any new team members will be having a more 'hands on' approach during their training period with the support and the supervision of existing experienced staff. This approach is aimed at building their knowledge base and confidence more quickly to meet customer needs. We appreciate our customers patience while our new team members undergo training.

Customer quotes about our service

“The receptionists are great!”

 “The Track Coaches always go the extra mile to ensure each session gives enough for everyone”

Enquiry Form

*
*

All information will be treated in accordance with our privacy notice.

*