MISSION VALLEY YMCA
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Thanks for your Feedback!
NOW, THE RESULTS

In late January, more than 500 members filled out our Satisfaction Survey and shared thoughts about our programs, facilities and staff.

Based on the survey, our staff, facilities and programs continue to be among the best in San Diego, and we appreciate your positive feedback. We also identified areas for improvement, and we want you to know how we will address some of the issues.

See below for a rundown of the results, broken down by program area. Your comments are followed by our plan of action.

Member Satisfaction Survey: January 2010

Facilities: Mission Valley (Friars Road)
Issue: Lack of cleanliness in locker rooms.

Response: There were several comments about the the locker rooms at Mission Valley (Friars Road). As part of the capital construction, both men's and women's locker rooms will be updated and Family Changing Rooms will be added. In addition, we are reviewing our third-party maintenance contracts and evaluating changes to cleaning schedules and frequency.

Member Service/Membership
Issue: Unfriendly or unwelcoming staff

Response:

  • During peak hours, there will be a staff person at each facility dedicated to swiping cards and welcoming members. With other Member Service staff responsible for administrative concerns, answering the phones, etc, our staff can focus on the members directly in front of them.
  • We are currently reviewing our methods of training staff.

As part of the construction at Friars Road, the new lobby will have TV monitors displaying information, alerts, etc., as members enter the facility.
Aquatics
Issue: Lack of lap swim

Response:

  • We have renegotiated agreements with outside community groups and are now restricting use of the outdoor Hazard Pool at Mission Valley during peak hours to members and YMCA programs.
  • In the event of unavoidable closures, we are now utilizing Facebook and RSS Feeds to better communicate in real-time with our members. To sign-up for either, visit our Home page and follow the links at the top of the page.
Issue: Water temperature varies too much

Response: We have evaluated our system for responding to malfunctioning water heaters and anticipate making a change in contractors.

Issue: Lack of pool cleanliness

Response: Responsibility for regular cleaning of the pool and pool deck has been transferred from YMCA staff to a professional maintenance company.

Fitness
Issue: Availability and number of group exercise classes

Response: We have embarked on a renovation and expansion plan that includes additional exercise studios at Friars Road to accommodate more classes, including yoga and cycling.

Issue: Lack of cleanliness in the fitness centers and of the fitness equipment

Response: Staff are coached to wipe down equipment regularly throughout the day. Additionally, there are signs instructing members to wipe down equipment after use, and spray bottles and towels are provided to facilitate cleaning.

  • Fitness staff are now required to wipe down equipment throughout their daily shifts.

But we also need your help - please help us by wiping equipment down after you use it!
Issue: Fitness staff are not engaging.

Response: We have added to our current trainings for our fitness staff and are proactively coaching staff to engage members.

Issue: Why was FitLinxx disconnected at our YMCA?
The Fitlinxx Program cost our YMCA more than $50,000 per year (not including support and technical assistance) and increasingly required more maintenance with less support from the company. The financial commitment became too high relative to the support we received.

We have added two workout tracking tools at all our facilities — the President's Challenge and Nike + iPod for the Gym. Click on both to learn more.


Mission Valley YMCA | 5505 Friars Rd., San Diego, CA 92110 | 619.298.3576 | Corporate Site