And the Survey Says...

On behalf of WRAC Management and the Board of Directors, I would like to thank all of you who took the time to complete the recent online survey. Over 200 members responded and we are encouraged by the results. Fifty-seven percent gave the highest rating of 10, with 86% recording a rating of 8 or higher. This one question survey asking if you would recommend to a friend, is a performance measure used by many companies to determine the loyalty that exists between the organization and its clients. The rating percentages are used to calculate what is called the “Net Promoter Score”. The WRAC scored 68.5 which puts it in the “excellent” category, just 1.5 points below the highest category of “world-class”. As positive as this outcome is, probably more important are the comments made by our members that confirm what the Board considers to be the WRAC’s primary strengths and assets. Those things that members find most appealing are categorized and summarized below from the many positive comments made:
   The environment The word “friendly” was used forty-one times in describing the WRAC. Member comments included, “fun to go to, family friendly, welcoming, low key, uncrowded, unpretentious, somewhat quiet, and a casual gym experience”. The WRAC was referred to as a wonderful community to be a part of, and a great place to exercise and make new friends. Some expressed appreciation for the social aspects, the opportunities to interact with members and connect with like-minded people, people who appreciate fitness. One member stated, “Before joining, I tried a couple of other fitness establishments but they were cold and uninviting. I did not have that feeling here…I felt at home.” Another compared the WRAC to other facilities by simply stating, “It’s a club not a gym”.
    The facilities Many members expressed appreciation for the quality of the various facilities, and the large number and variety of fitness options for all ages, fitness levels and interests. One noted that the WRAC offers so much more than the usual weight training and exercise machines that other facilities provide. Others praised the organized competition, wide selection and varied challenges of fitness classes, remodeled fitness center, availability of childcare, overall cleanliness of the facility, accommodating hours of operation, and easy access to the hiking trails. A tennis player noted that the combination of quality and availability of courts, scheduling options, professional staff, and cost to play tennis, probably doesn’t get much better.
     The staff The staff was complimented by several members noting that they make you feel welcome, are responsive to member requests and willing to help, and communicate well with the members. The instruction leaders were described as inspiring, cheerful, helpful and knowledgeable. One referred to the yoga teachers as the best in the valley. There were also some non-positive, but mostly constructive, comments expressed. These included concerns about accommodating pickleball, tennis court lighting and heating/air conditioning, the need for more things for children to do, and the cost of membership; although the cost was appreciated by some with such comments as, “the best value around for about $2 per day (fitness), and “they’re not trying to nickel and dime you with add-on expenses”.
  Having been a Board member for over six years, I have grown to appreciate how challenging it is to run a multifaceted recreational facility in a rural area, while keeping it updated and staying in the black. Our very lean staff works hard to provide our members with a rewarding exercise experience in a pleasant environment. The survey results demonstrate that you appreciate the efforts being made, and for that we are grateful.
                                                               -  Alan Patterson, WRAC Board of Directors Past President

---