Customer Satisfaction Survey Results: Your Feedback in Action
Published on 26 June 2026
Thank you to everyone who completed our recent Customer Satisfaction Survey at the Monash Aquatic & Recreation Centre. Your feedback helps us understand what we’re doing well, where we can improve, and how we can continue creating an experience that meets the needs of our community.
Congratulations to Our Prize Winners!
Congratulations to our survey prize draw winners who each scored a $100 Rebel Sport gift cards. All winners of the prize draw have been contacted.
Key Results at a Glance
The results show strong overall satisfaction and a positive impact on member wellbeing:
- 87% of members are satisfied with their experience
- 85% would recommend the Centre to others
- 93% wellbeing score, highlighting the positive impact we have on our community
- 42% experienced a problem, giving us valuable insight into where we can improve
What Members Value Most
Members told us they value the quality of our facilities, the support of our team, and the positive role the Centre plays in social connection, fitness and wellbeing.
- High-quality, well-maintained equipment
- Friendly, responsive and knowledgeable staff
- Clean pool water and strong safety expectations
- Positive experiences that support physical fitness and social connection
Opportunities to Improve
Your comments also highlighted areas where we can strengthen the member experience, particularly during busy periods.
- Parking availability, safety and security
- Consistent cleanliness standards across the Centre, especially change rooms
- Lap lane availability and clearer lane signage
- Maintenance of spa, sauna and steam facilities
- Swim School consistency, including instructor continuity, teaching quality and skill progression
What You’d Like to See More
Members shared practical suggestions for future improvements and programming decisions, including:
- More dedicated lap swimming lanes and extended 50m pool opening hours
- Winter access to outdoor pool facilities and larger spa, sauna and steam areas
- More group fitness classes on weekends, early mornings and afternoons
- Increased yoga, Pilates, beginner-friendly and older adult-specific classes
- Greater flexibility for make-up classes and more adult swimming lesson options
Our Commitment
We are using your feedback to review programming schedules, facility usage, cleaning and maintenance processes, Swim School consistency and staff training. We recognise that 42% of respondents experienced a problem, and we are committed to listening, acting and improving the experience for all members. In response to feedback about cleanliness, we are also taking the following actions:
- Consistent monitoring and accountability: Weekly cleaning inspections and reporting will help identify issues early, ensure they are addressed promptly, and support continuous improvement across all areas.
- Stronger contractor performance: Monthly performance and progress meetings with our cleaning contractors will review outcomes, address challenges and ensure expectations are consistently met.
- Smarter cleaning at peak times: Onsite cleaning staff will be available during peak periods to provide more responsive and visible cleaning where and when it matters most.
- Increased cleaning resourcing: Additional cleaning hours will provide greater coverage and allow for more frequent attention to high-use spaces.
Further Information
If you have any further questions about the feedback please contact us on 92654888 or email activemonash@monash.vic.gov.au