Positive Feedback from our Spring 2012 Survey

17/05/12 12:28

Our Spring 2012 Survey is now closed and I wanted to share with you all some more details of the findings. The survey went primarily to Annual Berthholders and Annual Storage Customers with a few visitors also surveyed. As it was an electronic survey customers were contacted by e-mail where we hold customer email addresses in our database. A few manual surveys were also completed and the results added in. In total we had 93 respondents and thank you all of you for your time.

 A few "headline" facts from the survey:

The majority of the respondents (36.6%) have kept their boat with us between one and three years.However an impressive 22% have been in the marina for over 10 years. An especial thanks to this group - we are looking at ways to reward your loyalty!

96.3% of respondents are either very satisfied or quite satisfied with their berth at EYH.

Two thirds of you have yachts, one third motor boats while nearly 60% of you are 60 or older.

"Within the Solent" was the most popular sailing area although over a quarter of you take your boat abroad.

The Good Stuff 

  • 89% of you rated our customer service good or excellent.
  • 75% of you rated the facilities here good or excellent
  • 89% of you rated the location good or excellent.

Key Areas for Improvement 

  • Security - 24.7% rated this poor.
  • 48% of you rated car parking adequate or poor

Then we had a comprehensive list of suggestions and comments which we are considering and hope to address in the coming months.

We have already acted on the following:

Installation of timers and motion sensors in the toilet and shower facilities.

Marking out the entrance to B pontoon to stop it being blocked by cars. At the moment we have put temporary cones in place but a new gangway for B is due to arrive shortly which will require a new concrete plinth at which point we will also put in place a more permanent solution.

Bike racks - we have ordered these and will be installing when we concrete the area near B gangway.

Butler sink near A pontoon - this is being costed and should be done shortly.

A copy of the survey results can be viewed in the Harbour Office or to view a pdf summary click here.

Alison

 

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