REPs Member Satisfaction Survey 2011

Welcome to the REPs Customer Services Survey 2012.
We would really appreciate your views on how we can improve services to our members.
The survey should only take about 15 minutes to complete.

Thank you for your valuable time.

To start the survey, please tell us if you are you a member of REPs? (Please tick one only)

Yes

No - I used to be a member

No - I have never been a member

EXISTING MEMBERS

A1.

How important is it for you to have a membership body that provides recognition of professional status? (Please tick one only)

Very important

Fairly important

Not very important

Not at all important

A2.

How long have you been a member? (Please tick one only)

0-6 months

7-11 months

2 years

3 years

4 years

5 years or more

A3.

What registration level do you currently hold on the Register? (Please tick one only)

Level 1 Student

Level 2

Level 3

Level 4

I have not received it yet

A4.

Do you think the Register accurately gave you the correct status of registration? (Please tick one only)

Yes

A5.	If not, please give your reasons in the box below

A7.

Who pays for your membership? (Please tick one only)

My employer

My course / training provider

Membership association (e.g. exercise movement / dance partnership)

Other

A8.

How would you rate the new £29 annual fee for REPs membership (from April) in terms of value for money? (Please tick one only)

Very good

Fairly good

Not very good

Not at all good

Not sure / don't know

NEW REGISTRATION

A9.

How did you hear about REPs? (Please tick all that apply)

Through my employer

Through colleagues

Through a college / training provider

Trade journals

Through a client

Web search

General awareness

Member of the public

A10.

Processing of applications can take up to 28 days. Did you receive your new member's documentation within this timescale? (Please tick one only)

Yes - I received my documentation within 28 days

Yes - I received my documentation but it took longer than 28 days

No - I am still waiting for my documentation after 28 days

Not yet - applied less than one month ago

Cannot remember

A11.	How satisfied are you with the registration process?
A11.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Information provided
	Simplicity of the application forms
	Communication with REPs office

A12.	How would you rate the following registration information that you received?
A12.		Very good	Fairly good	OK	Fairly poor	Very poor
	Registration certificate
	Membership card
	Welcome letter
	Insurance information (if applicable)

A13.	How satisfied are you with the length of time taken to process the following
A13.		Very satisfied	Fairly satisfied	Neutral	Fairly dissatisfied	Very dissatisfied
	Name and membership number on the website
	Published level and category of registration on website
	Insurance information
	Receipt of your registration documentation (membership card / certificate)

A14.	Are there any other comments you would like to make regarding the registration process? Please comment in the box below.

MEMBERSHIP RENEWAL

A15.

If you have been a member for more than 12 months, did you receive the renewal reminder(s) that should have been sent to you leading up to the of each registration period? (Please tick all that apply)

Yes - by post

Yes - by email

Not sure / can't remember

A16.	If you have been a member for more than 12 months, how easy was it to re-register?
A16.		Very easy	Fairly easy	Not easy	Not at all easy	Not used
	Online
	Through employer
	Over the telephone
	By post

A17.	Are there any other comments you would like to make regarding the re-registration process? Please comment in the box below.

MEMBER SERVICES

A19.	Anything else? (Please comment in the box below)

A20.	How important are the following services to you as part of your REPs membership?
A20.		Very important	Fairly important	Neither important nor unimportant	Fairly unimportant	Not at all important
	Insurance services
	Information leaflets
	Legal advice helpline (provided by insurers)
	Advanced directory listing
	Registration certificate / card
	Online training portal
	REPs conventions
	Members badge
	REPs journal
	REPs e-zine
	Members stamp (members logo) - marketing
	CPD online guidance
	PT logbook
	Car stickers
	Posters
	Business referral cards
	Online CPD Up-skilling for special populations etc.

A21.	How would you rate the following services provided by REPs?
A21.		Very good	Fairly good	OK	Fairly poor	Very poor
	Insurance services
	Information leaflets
	Legal advice helpline (provided by insurers)
	Advanced directory listing
	Registration certificate / card
	Online training portal
	REPs conventions
	Members badge
	REPs journal
	REPs e-zine
	Members stamp (members logo) - marketing
	CPD online guidance
	PT logbook
	Car stickers
	Posters
	Business referral cards
	Online CPD Up-skilling for special populations etc.

A22.

Please tell us who arranges your insurance:

I arrange it myself through REPs

I arrange it myself, but not through REPs

My employer arranges it through REPs

My employer arranges it but not through REPs

I don't know, this is somebody else's responsibility

Other, please specify

A23.

If you arrange insurance yourself, what type of insurance do you have? Please tick all that apply

Public liability

Professional negligence/Indemnity cover

Sports equipment cover

Personal accident cover

Business motor insurance

IT equipment cover (mobile phone, laptop etc)

Other, please specify:

A24.

What are the reasons for you/your employer not arranging your insurance through REPs?

I wasn't aware that REPs provided insurance services

The insurance provided by REPs doesn't cover my needs

It's too expensive

I've got a good no claims discount/deal with my current insurer

Don't know

Other, please specify:

A25.

How important is it for you to have a printed copy of the journal?

Very important

Fairly important

Not very important

Not at all important

A26.

Would you be happy with an e-copy of the journal?

Yes

Not sure

A27.

Have you contacted REPs customer services in the last year? (Please tick one only)

Yes

A28.

How did you contact us? (Please tick all that apply)

By telephone

By email

By letter

Office visit (REPs)

REPs Conventions

A29.	How satisfied were you with the speed of response?
A29.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Speed of answering the telephone
	Speed acknowledging your email
	Speed of receiving a response to your letter
	Times of day when phones are manned
	Overall speed of response to your query

A30.

For what reason(s) did you contact REPs? (Please tick all that apply)

General information about training

Careers advice

Queries about my REPs status

Enquiries related to registration

Queries about insurance

Queries about CPD

To purchase or order products

Other (please comment in the box below)

A31.	How satisfied were you with the way your enquiry/enquiries were dealt with in terms of...?
A31.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Providing a satisfactory answer
	Good product knowledge
	Accuracy
	Professionalism

A32.	How satisfied were you with the manner of answering your enquiry/enquiries?
A32.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Polite and friendly manner on the telephone
	Clear and polite email / letter
	Good customer service skills

A33.

Overall, were your query/queries generally dealt with to your satisfaction? (Please tick one only)

Yes

Not sure - please comment in box below

A34.

How often do you use the REPs website? (Please tick one only)

Daily / almost daily

1-3 times a week

A few times a month

Just a few times overall

Never

A35.

How would you rate the information that REPs provides through the REPs website?

Very good

Fairly good

Fairly poor

Very poor

A36.	How easy is it to use the REPs website in terms of...?
A36.		Very easy	Fairly easy	Fairly difficult	Very difficult	Not used
	Logging on to the website - members area
	Searching for members to confirm registration status
	Searching for training providers
	Updating your personal details
	Online re-registration
	Downloading registration application forms
	Downloading marketing materials
	CPD
	CPD technical articles
	Online CPD assessments
	Updating CPD online
	Searching for CPD courses

A37.

How well do you consider the Register supports your interests as a fitness professional? (Please tick one only)

Very well

Fairly well

Not very well

Not at all well

A38.

How well do you consider the Register is advertised and promoted? (Please tick one only)

Very well

Fairly well

Not very well

Not at all well

Not sure

A40.

What are you doing to raise public awareness of the Register? (Please tick all that apply)?

Wearing your members badge (if in possession)

Telling potential clients about REPs

Members stamp - downloadable from the website for use on marketing materials

Referring clients to the REPs website

Using PT logbook

Using car stickers

Using business referral cards

Using posters

Other (please comment in the box below)

A41.	What more can REPs do to raise awareness of the Register? (Please comment in the box below)

A42.	What additional benefits/services would you like the Register to offer members? (Please comment in the box below)

FORMER MEMBERS

B1.

How important is it for you to have a membership body that provides recognition of professional status? (Please tick one only)

Very important

Fairly important

Not very important

Not at all important

B2.

How long were you a member of REPs? (Please tick one only)

1 year

2 years

3 years

4 years or more

B3.

In your last year of membership, who paid your membership fee? (Please tick one only)

My employer

Training provider

An association

B4.

How did you rate the £27 annual fee for REPs membership in terms of value for money? (Please tick one only)

Very good

Fairly good

Not very good

Not at all good

Not sure / don't know

B5.

Did you receive the renewal reminder(s) at the end of your annual registration period? (Please tick all that apply)

Yes - by post

Yes - by email

Not sure / cannot remember

B6.

Do you still work in the fitness industry? (Please tick one only)

Yes

B7.

Why have you left the industry?

Could not get a job

Retired

Maternity

Did not enjoy working in the industry

Salary

Hours of work

Lack of career progression

Other (please specify)

B9.

What were the MAIN reasons why you were unable to meet the CPD requirements? (Please tick all that apply)

Cost of training

Do not have time to attend training

My employer does not support CPD

Training unavailable in my location

No suitable training for my role within the industry

I do not agree with the concpet of CPD

Other, please specify:

B10.	While you were a member of REPs did the following live up to your expectations?
B10.		Totally exceeded	Exceeded	Less than expected	Not at all
	Efficiency of REPs
	REPs' professionalism
	REPs' customer service
	Benefits of being a REPs member
	Insurance cover provided through REPs
	Any REPs services e.g. website, journal

B11.

Overall, how would you rate the service provided to you by REPs while you were a member? (Please tick one only)

Very good

Fairly good

Fairly poor

Very poor

B12.

What would persuade you to rejoin? (Please tick all that apply)

Increased public awareness

Low cost of insurance premiums

Better customer services

Employer requirement

Looking for a job

Other - or please comment on your answer in box below

NON-MEMBERS

C1.

How important is it for you to have a membership body that provides recognition of professional status? (Please tick one only)

Very important

Fairly important

Not very important

Not at all important

C2.

Have you ever applied to become a member of REPs? (Please tick one only)

Yes

Cannot remember

C3.

If yes, did REPs give a satisfactory reason for not being able to gain entry to the Register? (Please tick all that apply)

Qualifications and training evidence not recognised

Training provider not approved / endorsed

You had participated in CPD activities only

Other - please comment in the box below

C5.

How did you contact us? (Please tick all that apply)

By telephone

By email

By letter

C6.	How satisfied were you with the way your enquiry/enquiries were dealt with in terms of...?
C6.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Providing a satisfactory answer
	Good product knowledge
	Accuracy
	Professionalism

C7.	How satisfied were you with the manner of answering your enquiry/enquiries?
C7.		Very satisfied	Fairly satisfied	Fairly dissatisfied	Very dissatisfied
	Polite and friendly manner on the telephone
	Clear and polite email / letter
	Good customer service

C9.

What would persuade you to join? (Please tick all that apply)

Increased public awareness

Low cost of insurance premiums

Employer requirement

Looking for a job

C10.	If you have any other reasons, please give details below

ABOUT YOU

D1.

What is your gender?

Male

Female

D3.

What is your current employment status?

Employed full time within the fitness industry

Employed part time within the fitness industry

Self employed within the fitness industry

Other (please write in below)

D5.

Do you have a smart phone?

Yes

Don't know

D6.

To help improve our service, REPs may wish to contact you to discuss any part of the survey. Please tick 'Yes' or 'No' if you wish this to happen.

Yes

If yes, please give your contact details below

Name

Membership number (Begins R00)

R00

Telephone number

Email address

Preferred method of contact

Telephone

Post

D7.

Would you like to be entered into the prize draw to win a Polar RS300X Heart Rate Monitor?

Yes

D8.	If yes, please provide your email address below.

MEMBER SATISFACTION SURVEY 2012

EXISTING MEMBERS

NEW REGISTRATION

MEMBERSHIP RENEWAL

MEMBER SERVICES

FORMER MEMBERS

NON-MEMBERS

ABOUT YOU

THANK YOU FOR TAKING THE TIME TO COMPLETE THIS SURVEY