The Results of Our 2018 Q3 Survey
First, Thank You!
Though we mentioned this in the email I just want to take a second to thank everyone who took a second to respond to our survey. We’re admittedly bad about playing the guessing game (see: Sweatcon). Seems like a better way is just to ask….
The fact that you guys are so willing to take your time to give your thoughts and suggestions means a lot, so again, thanks!
A Quick Explanation
One problem we’ve had in the past when taking a survey is that there’s no downside.
In other words, when we ask “1.) Would you like X?”, “2.) Would you like Y?” and “3.) Would You Like Z?” People would just respond YES! Because why not? This time we wanted there to be some kind of downside. In other words, you couldn’t just say yes to everything, something else had to be suffer so we could prioritize.
Of course there are a few downsides to doing it this way. Groupings became important. If two important things were grouped together, and thus pitted against one another, they might both lose their impact to something less important. However, we think en masse the results we’re pretty obvious about what you all thought was important.
Also, just to reiterate, just because something was on the list or won it’s grouping, doesn’t mean it’s going to happen. You can see where that became apparent below.
So without further ado. Here we go….
We sorted these by average ranking in the group. So the lower the number the higher it was ranked.
What would be the best addition to current classes?
NEW EQUIPMENT (1.58)
ADDITIONAL COACHES IN THE CLASS (2.34)
LONGER CLASS TIMES (2.59)
Notes: The 1.58 was a stunning leader. For what it’s worth we usually buy stuff every 3 months or so and so you can see below for some more details on what that will look like this quarter.
What additional services would you add/improve?
MORE OPEN GYM/ DIY (1.81)
MORE CLEANING (1.93)
TOWEL SERVICE (2.82)
MORE BILLING/CUSTOMER SUPPORT (3.83)
Notes: I SWEAR I’M NOT DOCTORING THESE!!! This was no doubt the most stunning result of the whole poll. As I mentioned above though I know the groupings affect the results. You can read more below but the cleaning is definitely getting a major upgrade starting Nov 1st. We’re also working on an adjusted schedule that should satisfy the “open gym crowd.”
What additional class would you attend most?
STRENGTH FOCUSED CLASS (2.17)
MOBILITY FOCUSED CLASS (2.35)
ENDURANCE FOCUSED CLASS (2.64)
GYMNASTICS FOCUSED CLASS (2.84)
Notes: Strength Focused Class! Interesting….. Not what I would’ve expected. Well you’ll be happy to know we’re working on an “Open Enrollment” model for our good friend Bobby Goodfellow’s Field Sport Athlete Class. His class is super awesome but HIGHLY individualized. It’s far more akin to personal training. But by November we will be starting a strength-biased class similar to how SweatCon is “endurance” biased. Stay tuned for more on this.
What element is most important for a good class?
WORKOUT ITSELF (1.76)
STARTS/ENDS ON TIME (3.28)
Notes: I can’t tell you how happy this result makes me. Coaching/Workout. Pretty huge winners here. There was a lot of good feedback in the “open feedback” section about what exactly you’re looking for in coaches. One MAJOR point we’ll be focusing on is changing the coach/athlete dynamic at the gym. Our plan is for every person at PCF to have their own coach who is responsible for their progress and make sure they are getting everything they can out of PCF.
What would most improve the physical space?
NEW LAYOUT (2.42)
NEW PAINT (2.43)
ODDS AND ENDS (2.53)
NEW LIGHTING (2.62)
Notes: This was the classic “let’s just see what people think!” The idea was something would really have to blow it out of the water to justify investing in this category. The fact that it was almost even across the board makes me think it’s not worth the cost to change anything too major here.
Open Feedback Results
The open feedback results were also pretty illuminating and interesting. Although it would take a lot longer post in order to go over all the results there were a few themes that emerged and I wanted to discuss how we planned on address them. They’re ranked here in terms of “most often requested.”
“Coaching is the biggest driver for continued membership for many of the fellow athletes I know.”
“If you have more than 10-15 athletes in a class, the coach can’t do much coaching. There isn’t a lot of skills development occurring in your bigger classes and it can be unsafe.”
In my perfect world the gym would be staffed by nothing but professional, full time coaches. I think everyone would agree the coaches we have that do this full time always rank the highest. From a corporate outlook, my hope is that by providing sound benefits for our current coaches we’ll also be able to attract better full time coaches in the future for the best overall experience.
However, I do agree we need to do more in the short term as well. Again, broken record but: starting Nov 1st we’ll be adding secondary coaches to the 5:30am, 6:30am, 9:30am, 5:30pm and 6:30pm classes as well as all the Saturday classes.
We’re also having an all-hands staff meeting on Saturday and Sunday (Oct 27/28th) where we better clarify coaching expectations and how we run classes to create a better experience for everyone no matter what time or what coach you have.
More Focus On Mobility/Cool Downs
”I think a recommended cool down/ stretch sequence for the major movements that week would be great.”
A number of people expressed an interest in a mobility or optional cooldown portion of the WOD. I totally get that this would be something people wanted but I am a little surprised at how often it came up.
I’m a huge believer in the Golden Hour. The idea that the hour we have to train is for training. Don’t get me wrong, I’m a huge fan of mobility too (I used to teach Mobility WOD seminars). But the focus of the class should be training, not mobility. But I think there is a way for both….
As mentioned above, this fits nicely with a few additions to the coaching staff we’re making but our plan as it stands is starting in November we’ll be adding an additional (but optional) cooldown part of the WOD. It’ll be structured just like a normal part of the WOD but it’ll be optional and run for roughly the 15 minutes following classes.
“Please do floor cleaning little more often. That’s probably my biggest complaint.”
“Additional cleaning days and ensuring the bathrooms have working toilets is very high on my list.”
I knew going in this was going to be a major one. re heavily requested additions. But we figured it prudent to ask first, but to no surprise this was a common request.
To continue the theme, we’re doubling the cleaning service starting Nov 1st.
Another somewhat related issue was people’s concern with both dog’s and childcare. As much as we’re happy to have both options, if you plan on taking advantage of that you must be extremely cognizant of your fellow athletes. Children must remain either in the gated child section or on the couches. It’s just too much of a distraction/hinderance to other people in the class. We understand that kids are let’s just say unpredictable at times. And by and large most parents do a good job of attending to their kids but let’s be extra courteous to everyone. If you end up having to remove your kid from the class please let us know so we can uncheck you from the roster so you don’t waste a class.
Regarding dogs, there will be a zero tolerance policy on any misbehaving. No barking, or generally unhygienic behaviors will be tolerated. Again, we will happily take you off the roster incase you have to remove your dog but anyone planning on bringing their dog must be HYPER VIGILANT about how this affects your fellow athletes. This is purely a luxury we want to be able to continue but will at a moment’s notice rescind if it becomes a problem.
Also note: if you, the athletes, feel something intolerable regarding childcare or dog’s at the gym do not hesitate to let Jack or I know and we’ll deal with it immediately. We understand it can be awkward to deal with so we’re happy to do it for you.
”I think the most important thing for me right now would be additional equipment – even down to more weight plates – sometimes in bigger classes with heavier lifts it seems like there’s not enough weight to go around for everyone to lift as heavy as they’d like.”
New equipment is something we try to order on a quarterly basis. Typically our course of action is to tally up all the broken stuff, replace it, and then with whatever is left in the budget buy new toys. We’ll be ordering new stuff in the coming weeks so by all means let us know what you’d like to have replaced even if it’s not broken, per se (the wall balls here are a great example).
At some point in November we’re going to be replacing the stand alone pullup bars at Patriot with another wall-mounted rig. This will not only supply 6 more squat stations but also significantly more wall ball space since we can put targets on the front. We’ll also be adding 4 more bikes
Once again, I just want to say thanks again for taking the time to fill out the survey. It’s super helpful for making decisions that will help us provide the best possible gym in the area.
You’ll be hearing some more in the month leading up to November but many of the concerns will be addressed by then. If you felt anything here was glossed over please reach out or leave a comment below and we’ll do our best to get you an answer/solution.
In the meantime, and as always, please reach out to email@example.com or firstname.lastname@example.org if you have any pressing concerns.