monash.edu/sport
Feedback, Customer Insights, Satisfaction Report - 2015
Net Promoter Score (N = 1324)
Overall Satisfaction (N = 2526)
79%*
3.21%
3.03%
4.84%
10.59%
15.13%
81%*
33.35%
29.84%
3.55%
2.25%
3.89%
9.86%
13.58%
28.55%
38.32%
Rating = Average rating on seven point likert scale (1-7), converted to a percentage
*
The extent that Monash Sport has enhanced respondents ability to (Monash students, N = 966):
Improve their own mental health
2.42
1.73%
4.37%
10.93%
18.76%
31.76%
Transition into University life
30.03%
4.19
2.96%
Improve their wellbeing and happiness
1.45%
1.45%
4.01%
9.48%
16.95%
32.78%
Key
5.19%
7.12%
17.49%
19.06%
Very Dissatisfied / Not at all
Mod Dissatisfied / Rarely
Slightly Dissatisfied / Slightly
Neutral / Moderately
Slightly Satisfied / Often
Mod Satisfied / Mostly
Very Satisfied / Extremely
16.50%
19.58%
26.85%
22.78%
34.36%
26.66%
Respect other students
33.89%
3.55%
Study more effectively
4.10%
7.14%
2.25%
4.98%
11.97%
16.23%
Feel accepted by other students
25.57%
21.47%
2.84%
2.49%
7.23%
14.45%
14.81%
34.72%
23.46%
Interact with others that are different from themselves
(i.e. race, ethnicity, beliefs, etc.)
4.16%
5.66%
6.47%
15.70%
18.24%
25.06%
24.71%
monash.edu/sport
Feedback, Customer Insights, Satisfaction Report - 2015
Respondents satisfaction with the following aspects of Monash Sport. N = 1324
Staff Communication
2.09%
1.65%
2.09%
9.26%
11.14%
Customer Service
3.03%
1.56%
30.21%
43.55%
Quality of Services & Programs
2.24%
2.04%
1.85%
10.01%
12.44%
2.02%
7.63%
11.21%
Value for Money
4.46%
4.74%
29.04%
45.50%
Cleanliness of facilities
33.33%
38.10%
2.81%
1.72%
3.35%
5.80%
11.79%
8.08%
11.05%
14.95%
27.76%
28.97%
Maintenance of facilities
30.37%
44.15%
3.33%
3.06%
3.15%
7.21%
11.80%
30.72%
40.72%
To what degree... (Monash students only). N = 966
Was the range and quality of sports, aquatic and fitness
facilities a decision factor in choosing Monash University?
18.78%
6.22%
7.16%
11.38%
13.97%
22.89%
19.60%
Has being a member/customer of Monash Sport increased
respondents sense of belonging to the Monash community?
4.39%
3.82%
7.65%
13.27%
14.06%
28.68%
28.12%
Has being part of Monash Sport enhanced your
academic performance?
Key
Very Dissatisfied / Not at all
Mod Dissatisfied / Rarely
Slightly Dissatisfied / Slightly
Neutral / Moderately
Slightly Satisfied / Often
Mod Satisfied / Mostly
Very Satisfied / Extremely
6.76%
7.71%
8.78%
18.27%
18.39%
21.71%
18.39%