Jersey Marinas publishes 2019 Customer Satisfaction Survey results
From Jersey Marinas
27th March 2019
The service provided to local boat owners by the team at Jersey Marinas has an overall satisfaction level of 94%, its latest online survey results have revealed.
The annual Jersey Boat Owners Satisfaction Survey, which was first launched by Jersey Marinas in 2014 covers a range of questions relating to the available facilities and services provided and was distributed earlier this year to a database of over 1,300 locally registered owners. The questions asked ranged from the cleanliness of the facilities, such as pontoons, public walkways, etc. to services provided, including Wi-Fi access, recycling opportunities, access to holding pontoons and trolley availability.
273 online responses were received. Overall, the feedback was very positive, in particular, relating to staff helpfulness (98%), opening hours of the Marine Leisure Centre (97%), cleanliness of the public areas and walkways (90%) as well as those of the pontoons (94%).
Although some respondents offered no opinion to questions that didn’t specifically relate to them, Wi-Fi access (48%) and parking (46%) were the two lowest scores recorded as areas of dissatisfaction and something that Jersey Marinas will be seeking to address.
Group Leisure Manager for Ports of Jersey, Mike Tait, who has specific responsibility for Jersey Marinas welcomes the results. He said, “This is another positive set of results for us and we are particularly pleased with the high satisfaction levels being recorded in relation to the team itself and the services we provide to our customers, which appear to be rising year on year. However, we do acknowledge that some services that are provided do continue to fall below our expected level, which is very disappointing. WI-FI access and parking issues remain areas for improvement and we will seek to address these as best we can. It has to be said though that Wi-Fi delivery in a marine environment is exceptionally difficult as is the provision of parking for all during high seasonal demand”.
As well as directly responding to the 27 questions asked in the 2019 survey, customers also had the opportunity to provide further comment and suggestions in a free form text, which are equally important to Jersey Marinas. Mr Tait continued, “Where feasible, we have taken action to enhance some of the services and facilities provided to our customers in response to their direct comments and suggestions. These improved satisfaction levels are reflected in the 2019 results, including increased satisfaction levels for accessing the holding pontoons, our recycling sites and the general signage around the marinas.”
The results are published in the same week as Mr Tait retires from his role at Jersey Marinas, having spent the past 27 years in the ‘public sector’, seven of which have been spent at Ports of Jersey. He concludes, “I am stepping down with a touch of sadness of course but am immensely proud to be leaving behind a great group at Jersey Marinas who have worked as a team in recent years to achieve so much to enhance our services and facilities, not only for the benefit our local boating community but also for those of our visiting yachtsmen.
We’ve achieved a lot in that time under the banner ‘Welcome to the Finest cruising ground in Northern Europe’ that has forged strong working and reciprocal relationships with our maritime neighbors in Normandy and Brittany as well as the other Channel Islands.
The Jersey Marine Leisure brand is in good shape. The enormously successful Jersey Boat Show,retention of our 5 Gold Anchor status for all our marinas for the past 12 consecutive years and the recent award for Best ‘British Coastal Marina of the Year’ in 2018 for St Helier Marina have all contributed to a well-deserved high profile.
This survey sees our satisfaction levels among our customers reflect this hard work and I wish everyone involved with Jersey Marinas every continued and well-deserved success”.
The 2019 Jersey Boat Owners Survey results can now be viewed online.