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When you visit one of our branches, you may receive a survey asking a few important questions. Our Y uses the Listen360 customer feedback service that helps us gather feedback from our members, analyze, and take action to improve the customer experience.

Listen360 uses the net promoter score (NPS) approach to measuring customer loyalty. The NPS survey provides valuable feedback about the members’ experience with the YMCA, including what they liked and what could be improved. This feedback helps the YMCA identify areas where they are excelling and areas where they need to adjust to better serve their members. We report to all our branches their NPS scores and the feedback we get every week. It also compares us to 63 other YMCAs that use this service.

Our current NPS score is 67, which is considered excellent and is above the mean score (63) of other YMCAs. We know we can do better, so we’re working hard to increase our score across all our branches.

We are grateful to all who complete the surveys when they receive them. We encourage all members to take a moment and share their opinions when you get one of our surveys. We want to provide the best member experience possible, so your input is critical to our success.