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Customer Feedback
Our promise is to listen to your views and respond to your comments and suggestions in our quest for continuous improvement. Click here to view our Customer Charter.
Feb - April 2008
What You Said - FINA, the International governing body for swimming, redefined the standards required for lane Keifers used during competition events. Melbourne led the way with this during the World Championships last year and it is intended that this will continue throughout all major events in the future.
What We Did - We now have replaced our Keifers with new wave suppressing Keifers which are correctly colour coded and aligned as per the FINA requirements. This will ensure that Ponds Forge maintains its reputation as the best competition pool in the UK and amongst the best in the world, therefore attracting future major events to Sheffield.
What You Said - It is excellent to have a ready to serve vegetarian option, but is the plastic cutlery in the cafe really necessary?
What We did - We have now introduced metal cutlery for all of our customers to use.
What You Said - I visited Ponds Forge to use the cafe and was under the impression that I would be charged the discounted rates for car parking as a result. I was unaware that using the cafe was not classed as using the facilities. I was charged £6 for 45minurtes, which I feel is unfair for a short stay.
What We did - We understand that customers using the catering services are still utilising the facilities and we have now introduced discounted parking charges for all customers spending over £5 in foodetc.
What You Said - The cafe could be improved by making salt available.
What We Did - Salt is available on all tables within foodetc. and also in sachets, upon request, at the catering counter.
What You Said - Can you make sure that there are more meat options available in addition to or instead of chilli?
What We did - We have recently recruited a new Head Chef who has updated the existing menu to include 2-3 main courses each day.
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November 2007
What You Said - I regularly feel that there is no information regarding cancelled classes. Why is there a lack of communication between departments?
What We Did - A new system has been put in place to ensure all alterations and cancellations are fed through to key departments in order to keep our customers informed. The SIV website and centre signage is updated daily. E-newsletters are sent out on a monthly basis or as amendments to the Group Fitness Classes arise.
What You Said - I am not happy with access to the competition pool, having to wait for lifts etc.
What We Did - During the refurbishment we have created an alternative access route which is located at the side of foodetc., leading down the lower level car park. Directional signage is in place.
What You Said - Is the venue doing anything to alleviate the queues to get into the car park especially when the centre holds major events?
What We Did - We have negotiated with QPark for all Ponds Forge users to use their car park when the facility here is full. They have specially reduced rates for Ponds Forge users and are located clsoe to Ponds Forge. Additional information regarding local car parks and transport facilities can be found on the Ponds Forge website.
What You Said - Air conditioning should not come on in a yoga class, especially through the winter months
What We Did - The air conditioning is operated using a timer and on the day which you attended there was a fault on the system. This has been rectified and continuous checks will be added to future operational check lists to prevent reoccurrence.
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