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Member Survey Results Action Plan 2024-2025

Dear Y Members,

Thank you for taking the time to provide your valuable feedback in our October Member Survey for both our Membertou Branch and the Frank Rudderham Family YMCA. We greatly appreciate your insights and suggestions, which help us continually improve our facilities and enhance your member experiences.

We are excited to share the items we have addressed or are currently working on, based on your feedback. Your input is crucial in our ongoing efforts to create a welcoming and supportive environment for all our members.

Thank you for your continued support and commitment to our community.

Member Survey Results Summary

Facilities and Equipment Members have highlighted the need for updated equipment in the Wellness Centers, better notification when equipment is down for repairs, and improved cleanliness.

    Action Plans: In progress

    • Update Wellness Center Equipment
      • We have invested $30,000 yearly over the past 3 years to update/replace Wellness Center Equipment at the Frank Rudderham Family YMCA. This year, we have the following equipment updates thanks to your feedback:
      • Deadlift Platform
      • Power Cage/Rack
      • Trap Bar
      • Bumper Plates
      • Air Bike
      • Curve Treadmill
      • The Membertou Branch will receive the following equipment:
      • Adjustable Weight Bench
      • Olympic Safety Squat Bar
      • AmStaff Fitness Coloured Bumper Plates – Steel & Rubber for Weightlifting & Strength
      • Olympic Bar Holder
      • Dumbbells 85-100 LB Set
      • Olympic Cast Iron Plate
      • Bumper Plates
      •  Self Propelled Treadmill

    Wellness Equipment Repair Notification

    We have updated our process for when equipment is out of service in the Wellness Center. The sign will indicate the date the equipment went out of service and the projected date it will be back in service.

    Cleanliness Members emphasized the importance of maintaining cleanliness, particularly in locker rooms and equipment. Regular cleaning of showers and saunas, as well as timely repairs, were also mentioned.

      Action Plans

      • Our Duty Managers (working until 8pm Monday to Friday and Saturday and Sundays 9-5pm) will identify any cleaning and maintenance concerns and will be responsible for working with our Maintenance Manager to have these issues reported
      • We have shared our members’ concerns and will continue to work with DCI, our contract cleaning company, to address these issues.
      • We have added 6 hours each week to our DCI Cleaning Contract and will continue to work closely with our cleaners to ensure our spaces are clean and well-maintained.
      • Our Wellness Center Staff are assigned a daily cleaning schedule, and we will be conducting extra spring cleaning task.

      Programs and Classes There is a demand for more class availability and specialized programs. Members specifically requested programs for seniors, additional morning classes, more yoga, swimming lessons, and ladies’ Pickleball.

        Action Plans

        We are always working with our Y Volunteer instructors to provide additional offerings as requested. The following has been added since our October Survey results:

          • Two additional Muscle Fit Classes in Membertou
          • An additional Group Power Class in the morning
          • Evening YRide Classes
          • A Senior Vitality Program for Winter/Spring
          • Ladies’ Pickleball effective March 17th!
          • Sunday Morning Children’s Swim Lessons

          Accessibility Better communication about pool times, and members also suggested extending facility hours and adding more grab bars and benches in the family locker room. You also mentioned the need for better membership rates for students.

          Action Plans

          Pool time communication has been improved through our member online registration tool, Punchpass. Members can sign up for all Aquatics Programs, including Aqua Recovery and Family Swims.

          • Extended Hours: Effective April 1st, we will increase our Saturday and Sunday hours at the Membertou Branch and stay open until 8pm.
          • Add Grab Bars and Benches: We have added an additional shower chair to help those who need added support while showering. The grab bars are being addressed…stay tuned!
          • Offer Student Rates: Effective March 1st, 2025, we are excited to announce that we now offer special rates for full-time students and mature students! To learn more about our rates and membership packages, please visit: Membership Options – YMCA Cape Breton
          • Feedback Form: Based on your feedback we are invested in ensuring your have the means to provide feedback to us in regard to your experience. The for is now live here.

            Member Experience Our members value helpful staff, effective rule enforcement, good communication, and quality amenities. Some suggestions from members include:

            • Educating clients about appropriate cell phone use.
            • Ensuring front desk staff are more knowledgeable and helpful.
            • Improving the registration process for children and youth programs.
            • Hosting more community events at our Membertou Branch.
            • Offering more birthday party times on the weekends.

            Action Plans

            • Cell Phone Usage During Workouts
              • We understand that some members are concerned about excessive cell phone usage during workouts and the frustration that arises when staff do not interject. We are committed to addressing this issue and are working closely with our team to identify and address serious violators. Additionally, we will collaborate with our Marketing Coordinator to implement a signage changeover and launch a social media campaign to raise awareness and encourage appropriate cell phone use in our facilities
            • Front Desk Staff Knowledge
              • We appreciate your feedback regarding the need for our front desk staff to be more knowledgeable. To address this, we have implemented improved communication strategies for our front desk team, including regular training sessions and updates to ensure they are well-informed and equipped to provide the best possible service to our members.
            • Improving the Registration Process for Children and Youth Programs
              • We have made the following updates to enhance your experience: The Tumblebugs program is now available on Punchpass for your convenience.Child minding is now divided into two sessions, both accessible through Punchpass.
            • Hosting More Community Events at Our Membertou Branch
              • We are excited to announce that our Membertou Branch Manager is forming a committee to organize a Spring Membertou Health and Wellness Expo. This event will bring the community together to share valuable health and wellness information. Stay tuned for vendor requests and promotional details coming soon!

            These are in addition to our existing Sunday pool party at 1:45pm and our Saturday Bouncy House Party from 1-3pm. We hope these additional times make it easier for you to celebrate special occasions with us.

            • Improving the Membertou Wellness Center Floor Design
              • We appreciate your feedback on improving the floor design at the Membertou Wellness Center to allow for more equipment. We are excited to share that there is a plan in place to address this challenge. Our timeline for implementing these changes is set for July or August of 2025. Additionally, we will take this opportunity during the design phase to conduct a facility deep clean.

            Thank you once again for your invaluable feedback and for being an essential part of our community. Your input is vital to our continuous improvement, and we want to remind you that you don’t need to wait for the next survey to share your experiences or suggestions. We have suggestion boxes at both our locations and coming soon we will have an online feedback submission form on our website. If you need to speak with me directly or any of our Membership Team don’t hesitate to send an email or stop by for a chat.

            We look forward to continuing to serve you and enhance your experience at the YMCA of Cape Breton.