Key Findings -- Aquatic User Panel Surveys

In late 1999 an aquatics user panel was formed of approximately 400 facility managers that employ lifeguards. The first survey went to that panel in January of 2000 to help determine content decisions regarding the new Lifeguarding program. Some highlights of that survey are as follows:

96 percent of respondents agreed or strongly agreed that decision making skills should be part of Lifeguard Training.
89 percent of respondents agreed or strongly agreed that escapes should be part of Lifeguard Training.
86 percent of respondents felt that condensed books would be useful or very useful.
60 percent of respondents felt that adding Right to Know information would be useful or very useful.
48 percent of respondents would be very likely or somewhat likely to purchase software to teach knowledge portions of Lifeguard Training.
19 percent currently use CPR/AED training and 54 percent would be interested in using CPR/AED training.
11 percent currently use Oxygen Administration training and 51 percent would be interested in using Oxygen Administration training.
50 percent currently use Preventing Disease Transmission training and 35 percent would be interested in using Preventing Disease Transmission training.

In April of 2000 the second Aquatic User Panel Survey was distributed. A few highlights of the results of that survey include:

54 percent of respondents agreed or strongly agreed that Waterpark Training should be required skills for Lifeguard Instructors.
48 percent agree or strongly agreed that Oxygen Administration should be required skills for Lifeguard Instructors.
53 percent agreed or strongly agreed that AED training should be required skills for lifeguard instructors.
89 percent agreed or strongly agreed that Bloodborne Pathogens should be required skills for Lifeguard instructors.
When asked which method would be most convenient for ordering Lifeguarding and Aquatic products:

39 percent of aquatic customers said calling their local Red Cross chapter.
38 percent said ordering from a catalog.
18 percent said calling an 800 number.
11 percent said ordering from a Web site.

When asked about their level of customer service satisfaction with their local chapter:

72 percent of aquatic customers were satisfied or very satisfied with the competence of chapter staff.
72 percent said they were satisfied or very satisfied with staff responsiveness.
68 percent said they were satisfied or very satisfied with complaint resolution.
70 percent said they were satisfied or very satisfied with chapter staff follow through.

These results conclude that approximately one-third of our aquatic customers are not satisfied with the level of customer service that they are provided. Customer service encompasses a variety of factors. One way to develop and enhance your relationship with your customers is through open, on-going communications.

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