Range of Motion 2020 Client Survey Report

The 2020 Range of Motion Client Survey was an anonymous online survey distributed to all active clients of Range of Motion.

The Survey acts as a way to ‘check the temperature’ of the business. The primary purpose was to identify opportunities to improve the experience we are providing to our clients.

We received 64 total responses (approximately 40% of all Range of Motion clients) and a total of 3072 individual pieces of feedback. Of these 3072 comments, the vast majority were glowing in their representation of Range of Motion. Though this is great for our ego, and an indication that we’re on the right track, it’s the comments that offered constructive criticism and feedback that were really valuable.

So thank you to each of you who gave us such great feedback. If you’re interested in reading these positive statements, please let me know. But the purpose of this report is to address the opportunities you all have highlighted for improvement. So while everything you see here may be perceived as ‘negative feedback’, please rest assured that you’re only seeing the feedback that you’ve given with a view to making Range of Motion better.

I realise as well that we cannot please everyone. There are multiple instances where people are suggesting opposite things (e.g. “There should be more x’ versus, “There should be less x’). But while we cannot please everyone, this feedback is no less valuable, as it gives us a great snapshot of exactly what both the individual, and the collective, needs from us. And of course, we’ll never be perfect, but that won’t stop us trying to be, or at least moving in that direction.

I’ve done my best to reply to every constructive suggestion and piece of feedback in this report. I’ve also done my best to respond with empathy and understanding. I apologise if there are times when it doesn’t come across as such. Regardless of the overwhelming positivity, my mind (as is human nature) tends to linger on the negatives, and the things we aren’t doing well – and sometimes that gets me down. Range of Motion is ‘my baby’, and I’ve put every piece of my heart in to it. It hurts at times to know we’re still falling short of the high standards we set ourselves, but we will constantly look to continue to improve. Of course, that being said, ‘I asked for it’, and I do appreciate you honesty in helping us shape a better experience for you.

A final point before we get in to results (and my responses). Range of Motion isn’t for everyone. We know that. Some of the choices we make may seem (externally) to not make sense. And we get that. But know that everything we do is part of our vision, and the experience we want to provide. We’re different (not better, just different). We’re contrarian. Over a decade and a half we have shaped our product, our philosophies, and our brand. And we’re pretty happy that we’re at least on the right track. We’re not a gym, and therefore aren’t the best solution for people just looking for a gym. Some of the feedback, while amazing (and appreciated) would (if actioned) move us away from our model and our vision. Again, we’re not for everyone, but a certain type of person who needs an individualised approach to their happiness, health, fitness and performance. While not for everyone, we want to be the best we can for the people we ARE for.

Dan Williams, Director, Range of Motion.

How to navigate this report:

Each question in the survey has been given its own section in this report. You can find a chart of the results (where applicable), and all the responses you left outlining opportunities for us to improve. We’ve responded to each of these comments with a short video, which you can see by clicking the comment.

Click on the following survey questions to jump to our responses to your comments for that question.

1. How satisfied are you with the service your Personal Coach provides you DURING your one-on-one sessions?
2. How could your Personal Coach improve the service they provide you DURING your one-on-one sessions?
3. How satisfied are you with the service you Personal Coach provides you OUTSIDE your one-on-one sessions when you are training on your own at Range of Motion?
4. How could your Personal Coach improve the service they provide you OUTSIDE your one-on-one sessions when you are TRAINING ON YOUR OWN at Range of Motion?
5. How satisfied are you with the service you Personal Coach provides you OUTSIDE your one-on-one sessions when you ARE NOT at Range of Motion?
6. How could your Personal Coach improve the service they provide you OUTSIDE your one-on-one sessions when you ARE NOT at Range of Motion?
7. How satisfied are you with the service ALL Range of Motion Personal Coaches (not just your own) provide you when you’re training at Range of Motion ON YOUR OWN (i.e. not one-on-one with your Personal Coach)?
8. How could our team of Personal Coaches (not just your own) improve the service they provide you when you’re training at Range of Motion ON YOUR OWN (i.e. not one-on-one with your Personal Coach)?
9. What are your Personal Coach’s strengths? What are their superpowers? What do they do really well that improves your experience at Range of Motion?
10. What are a few opportunities your Personal Coach has to improve, to make your experience at Range of Motion even better?
11. How often does your Personal Coach discuss goal setting with you during our four-monthly goal setting weeks?
12. How often does your Personal Coach use our ’Session Cards’ to circle the main faults they observed in your session?
13. How can Dan Williams improve the service he is able to provide you through Range of Motion?
14. Which of the follows best describes how you use the ‘ROM Programming’ software?
15. How would you rate the effectiveness of our ‘Range of Motion Programming’ software for helping you reach your goals?
16. How can we improve our Range of Motion Programming Software?
17. How satisfied are you that Range of Motion provides the facility and equipment you need for your goals?
18. How could we improve the exercise facility/equipment?
19. How would you rate the cleanliness of the exercise facility and front ‘chill out’ area?
20. How would you rate the tidiness and organisation of the exercise facility and front ‘chill out’ area?
21. How could we improve the front ‘chill out’ area (fridge, iPad, work stations, tables, kitchenette etc)?
22. How would you rate the cleanliness of the bathrooms?
23. How could we improve the bathrooms?
24. Are there any products you would like us to make available for purchase?
25. How often do you do your PRE- EXERCISE ‘Move’, ‘Pre- Mobilise’ and ‘Activate’ steps of the Range of Motion Session Flow?
26. How often do you do your POST- EXERCISE ‘Recover’, ’Stabilise’ and ‘Post- Mobilise’ steps of the Range of Motion Session Flow?
27. Are there any services or opportunities that we could provide you (that you would use) that we don’t already?
28. What things (list as many as you like) do you not understand at Range of Motion (it could be anything from your program, the Range of Motion Session Flow, exercise sessions, facility layout etc.). In other words, what could we do a better job of teaching/explaining/justifying to you?
29. Do you currently attend our Saturday morning class?
30. What do you think would make the class even better (if you do it)?
31. How could we better live our Core Value, “Pursue and celebrate growth and achievement”?
32. How could we better live our Core Value, “Provide a caring, safe, inclusive and supportive environment”?
33. How could we better live our Core Value, “Forge meaningful and significant relationships”?
34. How could we better live our Core Value, “Be accountable and responsible for building habits of excellence in ourselves and others”?
35. How could we better live our Core Value, “Purposefully impact individuals, communities and generations through individualised care”?
36. How could we better live our Core Value, “Evolve thinking through the sharing of science-based knowledge”?
37. During your visits to Range of Motion, how many of your fellow ROMMERs do you know by name?
38. How often do you train with a buddy at Range of Motion?
39. How would you rate your sense of belonging at Range of Motion.
40. How could we increase your sense of belonging?
41. What are the biggest things we could do to give you a more positive, beneficial and valuable experience at Range of Motion?
42. How likely are you to recommend us to a loved one, friend or colleague?
43. What can we do better to make you more likely to recommend us to a friend or colleague?
44. What are the biggest things that you think would stop your friends, family and colleagues from training at Range of Motion?
45. Is there anything at all we haven’t asked you that you’d like us to know?

1) How satisfied are you with the service your Personal Coach provides you DURING your one-on-one sessions?

Comment:

As one of our core services, and a major part of the Range of Motion Experience, we’re happy to be sitting in the mid 9s for this one. It’s a credit to the amazing team of Personal Coaches we have at Range of Motion. We will continue to work on improving this score.

2) How could your Personal Coach improve the service they provide you DURING your one-on-one sessions?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 2.1 “More detail on the plan from week to week” “Maybe outline the longer term plan and objectives so I understand where we are headed”
• 2.2 “More information about how to do the warm-downs (there are a few complicated movements)”
• 2.3 “Sometimes he is too kind and doesn’t no rep me because he wants me to remain motivated.”
• 2.4 “More focus on setting goals and being challenged”
• 2.5 “Would be good to have 5 mis at the end for mobility / partner pnf”
• 2.6 “Occasional assistance with post exercise stretching/ movements”
• 2.7 “More control of my program. For example, you were looking weak in this last week, we should do a different session that will target the weakness specifically.”
• 2.8 “They could put my sessions up on the board so I can just take a quick photo to log my sessions”
• 2.9 “Sometimes feedback received at the end could have been more helpful to receive during to enable correction”

3) How satisfied are you with the service you Personal Coach provides you OUTSIDE your one-on-one sessions when you are training on your own at Range of Motion?

Comment:

It’s great to see you’re getting value outside your Personally Coached session while you’re at ROM. We’ll be working to bring this up to the same rating as the service you’re getting during the session itself.

4) How could your Personal Coach improve the service they provide you OUTSIDE your one-on-one sessions when you are TRAINING ON YOUR OWN at Range of Motion?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 4.1 “Clarity on correct warmups”
• 4.2 “I don’t expect them to coach me when they are with another client. That responsibility is on me.”
• 4.3 “Maybe more suggestions for areas of focus for my own training.”
• 4.4 “It would be good to have some “homework” during the week between the next session?”

5) How satisfied are you with the service you Personal Coach provides you OUTSIDE your one-on-one sessions when you ARE NOT at Range of Motion?

Comment:

One of the things we pride ourselves on, is our ability to be valuable to you in all areas of your life, not just when you’re inside the walls of our facility. We will continue to work hard to help you not just when you’re with us physically.

6) How could your Personal Coach improve the service they provide you OUTSIDE your one-on-one sessions when you ARE NOT at Range of Motion?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 6.1 “Handover to alternative trainer when my usual trainer is absent”
• 6.2 “Provide videos or links to exercise examples”
• 6.3 “More interaction outside of the session would be great like a message once per week”
• 6.4 “I am happy with my situation. I don’t expect my coach to be available on demand for me. I am not an elite athlete. I appreciate that my coach knows what is best for me when I am at ROM and during my session but don’t expect to be chased up after the session when I am not at ROM. If I have a specific question, I may ask but otherwise, I am happy with the current level of communication.” “I don’t really have any expectations from coaches when I’m not at ROM. So am always happy when I get a message from my coach who is just checking in.” “Good communication �� but I don’t expect much between sessions when I’m not at RoM”
• 6.5 “They could contact me more often and provide me with more alternative workouts or exercises I can do at home”
• 6.6 “perhaps motivational stuff related to technique training? Homework does get forgotten. Im not sure how this would work, but exploring what motivational interactions might assist? Not sure about this, need to talk. Think about this, maybe recommendation of home based rollings, to regularly perform for my specific weakness?? and then a method of measuring its benefit?”
• 6.7 “I would like to sit down at the end of the session at ROM and dissect the next session in the training log. Then I would have a better idea of how to scale the exercises for my level, and might actually be more likely to do some workouts outside of ROM.”
• 6.8 “Consistency of message between coaches.”

7) How satisfied are you with the service ALL Range of Motion Personal Coaches (not just your own) provide you when you’re training at Range of Motion ON YOUR OWN (i.e. not one-on-one with your Personal Coach)?

Comment:

This is something we’ve marked as being in need of improvement. Although you work with one Personal Coach, it’s important that every member of staff at Range of Motion takes responsibility and accountability for all clients of Range of Motion – not just ‘our own’. We will be working hard on this, and hope you notice an improvement here soon.

8) How could our team of Personal Coaches (not just your own) improve the service they provide you when you’re training at Range of Motion ON YOUR OWN (i.e. not one-on-one with your Personal Coach)?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 8.1 “If not doing something right they could assist. Dan has done this, which was very helpful, only took 30 seconds to correct my warm down”
• 8.2 “No-one else really offers me movement advice. I would appreciate any tips as they see me work. including pre / post exercise”
• 8.3 “Introducing people or recommending someone who might be good to train with outside of our usual buddies possibly”
• 8.4 “I only have two complaints about the ROM coaches – 1) I don’t like when the morning coaches are grumpy (I get it, its morning, you’d rather be in bed – but suck it up); and (2) I don’t like hearing the evening coaches fight over who has to close up. Both of these things ruin the vibe for me – if the coaches don’t want to be there, why would I? Would be nice if the closing up was discussed more privately, perhaps even sorted out beforehand.”
• 8.5 “An evening class during the week would be something that interests me.”
• 8.6 “Ensure that tips or constructive feedback is delivered in a way that is respectful and doesn’t belittle or embarrass. Also, there is generally not one ‘correct’ way of doing things so guidance doesn’t need to become enforced rules. Most clients are adults and we often use the gym to relieve stress and feel good about ourselves.”
• 8.7 “i feel the team is great but I feel a few don’t acknowledge you or are interested in your training.”
• 8.8 “My purpose is probably different to most other clients. I unfortunately don’t use RoM on my own due to location and other gym”
• 8.9 “There’s often questions I have with programming, how to complete certain workouts, strategy, weights etc. would be awesome if coaches came over during warm ups and asked what workout I was doing and gave some insights and tips”

9) What are your Personal Coach’s strengths? What are their superpowers? What do they do really well that improves your experience at Range of Motion?

The responses to this question have been provided to individual Personal Coaches.

10) What are a few opportunities your Personal Coach has to improve, to make your experience at Range of Motion even better?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 10.1 “Clarity on the long / medium term plan and regular goal setting.”
• 10.2 “Maybe challenging me with new movements or those that are weak.”
• 10.3 “Very happy, but I would like to maybe know what the exercise I am doing is for ie, improve strength in back etc. also I would like to know what the plan or goal is with each session and for the month etc.”
• 10.4 “Sometimes i think he’s a bit easy on me because I’m a kid.” “Only thing would be to be harder on me to ensure movements are correct and that I push harder – work on that mental game.”
• 10.5 “More focused programming”
• 10.6 “Maximise the short time we have together by teaching me as well as coaching”
• 10.7 “Maybe a little more talk through of the various post exercise mobilisers. I know the posters are there but sometimes I’m a bit confused. Although, I think this is often a time thing and I know if I asked she would go through it!”
• 10.8 “When Dan goes away (not often) ask me first who I’d like to train with while away and selecting one for me.”
• 10.9 “now I think about this more, maybe homework such as watch this video technique, watch this youube video, to practice for next week, work on a persistent weakness? and hence explore motivational techniques that achieve this outcome”

11) How often does your Personal Coach discuss goal setting with you during our four-monthly goal setting weeks?

Comment:

Setting goals is such an important part of creating direction for you. If you know what you’re working towards, it will help to give you purpose, and will keep you accountable to maintain healthy habits. Based on this survey result, we will be working hard a s a staff team to lift our game in this area.

12) How often does your Personal Coach use our ’Session Cards’ to circle the main faults they observed in your session?

Comment:

While it’s great to see that the vast majority of you are having your cards filled out ‘always’, we’ll be working hard to increase this number. At Range of Motion, we’re responsibly for more than just your fitness, and the Range of Motion Session Flow is a vital part of helping you manage your musculo-skeletal health.

13) How can Dan Williams improve the service he is able to provide you through Range of Motion?

• 13.1 “Perhaps when sign up, go through a bit more on what services ROM offers in more detail. Was a bit limited I think because so much to take in, but the other services are still not all clear like Rom plus.” “More information regarding all services available at ROM” “I reckon offering some small group classes could be nice to help people know people better”
• 13.2 “A cheap family deal rate so we can all train more.”
• 13.3 “Stop moving my keep cup to the lockers :-)”
• 13.4 “Cold water on tap would be good.”
• 13.5 “Whilst I understand that Dan is looking to create an all inclusive training environment, I would like to be able to use headphones if I am completing a 30+min cardio session”
• 13.6 “I would love to see some more group workouts / events as it’s just so much fun!” “A class in an evening during the week would be of interest.”
• 13.7 “Be more individual”
• 13.8 “Too late I fear. He no longer provides the rehabilitation service for which I was referred to him all those years ago. Going in a different direction now which, whilst understandable, is a shame.”
• 13.9 “Be more relaxed if someone makes a mistake (during training sessions)”
• 13.10 “More group classes More relaxed atmosphere in the group classes. I just want to feel like I have trained and have fun with like-minded people. It doesnt matter if someone scales or doesnt do the heaviest weight possible. Sometimes the workouts are too complex. Keeping it simple is better. Some more lifting in the classes would be great. Less is more. Sometimes I feel like I am overloaded with information and charts.”
• 13.11 “Some session structures could be clearer. I sometimes need to get clarification on what a written rep or round structure actually means.
• 13.12 The ability to log a specific extra session, for example Multimodal xxx if it is not in your program. If you train with someone else you don’t get “previous results” or the ability to search for past results in one location.”
• 13.13 “Reduce volume of posts in rommers Facebook – important info gets missed”
• 13.14 “By contacting people more regularly for close contact”
• 13.15 “Earlier opening hours. One late night per week. Sunday opening for a short period.” “Whilst the gym is sometimes open at 6am, it would be great for it to be always open by 6am, Or know when coaches are going to be there to start early.”
• 13.16 “Work on sense of community”

14) Which of the follows best describes how you use the ‘ROM Programming’ software?

Comment:

We know how important autonomy is to create long term healthy habits. While we strive to provide you with a high level of care, it’s important that we give you a sense of ownership and responsibility over some facets of your health. Managing you exercise program is one such facet. It’s a fine line, sometimes, we perceive we’re helping by taking ‘all the thinking out of it’ for you. But the research (and our experience) has shown us that giving you this ownership results in better long term outcomes. We’ll be working hard to help more of you move into the ‘I manage my own ROM Programming Software’ category.

15) How would you rate the effectiveness of our ‘Range of Motion Programming’ software for helping you reach your goals?

Comment:

This was perhaps one of the hardest results for us to see. Sure, it’s over 8, which shouldn’t be perceived as a bad score, but when compared to some of our other scores, it’s on the low side. I think the failure here has been out ability to well communicate the benefits, rationale and methodologies behind ROM Programming. I see this as a failure on our behalf to adequately explain. We’ll be working hard to rectify this.

16) How can we improve our Range of Motion Programming Software?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 16.1 “Some bugs in using it on an iPad. Records don’t seem to sort by date properly.”
• 16.2 “I know this is gradually happening but adding the movement letters (i.e. A to J) relevant to the sessions would be a great help to me. Even after 3 years I can’t always correctly guess the letters to warm up for!”
• 16.3 “I would like to be able to skip some of the sessions during a cycle and come back to it some other time as there are times we’ve had to skip sessions because it didn’t fit in with what I wanted.”
• 16.4 “Possibly could have demos for all programs (e.g multi modals)”
• 16.5 “In app timers would be cool but not really necessary”
• 16.6 “Allow for flexibility to allow working towards specific goals.” “Consider adapting / flexibility if people have specific goals”
• 16.7 “Show how to use”
• 16.8 “The user interface could be updated to be less text based and more like an app” “An app would be really handy for logging and interaction with coach”
• 16.9 “The only things that would be additional goodness is automatic logging of personal best from the training log rather than having to do that separately and also having more extra sessions that are tailored for activities outside the gym environment.”
• 16.10 “More variations in workout types i.e. often do the same movements or types of movements.”
• 16.11 “I would like to be able to change workouts on weeks where I can’t get in and have to train from home or a basic gym, And can have workouts that are easy to do and don’t requirement barbells / rigs etc just basic cardio/ endurance etc”
• 16.12 “You can’t. I no longer want to train to compete so I’m not really interested in working endlessly on my weaknesses. I am more interested in working on movements that are fun and make me want to come in to train. To achieve this I tend to “fix” the ROM Programming to ensure I get a mixture of everything in the session type it produces and then Bryn selects alternative movements to make them more fun or make them work for me within my physical limitations.”
• 16.13 “When you click a movement in a session, it goes back up to the top, this can get annoying when you are trying to select your session”
• 16.14 “If it could connect your PBs to the workouts where you are either finding a new PB or % off your current PB. To save time trying to cycle back and forth when setting up your workouts.”
• 16.15 “More flexibility in the structure of workouts. More suggestions as to a plan if you want to do more than 1 session in a day”
• 16.16 “When entering PBS there’s no chest to bar variation”
• 16.17 “Not currently using as I feel it doesn’t align with my goals and restrictions”
• 16.18 “Being able to connect the specific goals to an observable change in programming. Not a complaint just difficult to see a direct correlation given that program will likely.cover at least some of the content required to reach the goals”
• 16.19 “Having a goal setting area”
• 16.20 “Scored for exercise completion are well integrated, perhaps there could be a role for injury/ limitation improvement too?”
• 16.21 “When looking at training log, cannot sort by date(does not work). Would be good to have more in PB area for easy reference in workouts example: Snatch, Clean etc). The Photos are great of the workout done, but I cannot view the photos on PC (maybe im doing something wrong!)”
• 16.22 “Its pretty good! Ex Demos are reeaally good! It would be good for it to keep track of individual movement weights. The 1 rep benchmarks are great but to know what you had last time on something a little more specific like power clean and jerk ect. So next time i need a 60 %, I can look at that motion specifically and go. It could even extrapolate and calculate and put it inside the session square, thats a stretch but would be awesome!”

17) How satisfied are you that Range of Motion provides the facility and equipment you need for your goals?

Comment:

We have obviously invested heavily in our facility and equipment in the recent past, and it’s good to see a score in the 9s here. We will be actioning your feedback to move this closer to 10.

18) How could we improve the exercise facility/equipment?

• 18.1 “It’s very hot in the shed, and I really struggle with the heat with my condition”
• 18.2 “Some equipment e.g. bench for bench press there is only one.” “Possibly the inclusion of another bench as it is often used by another member or a bench pull speciality bench that could decrease set up time when performing those movements in a session.” “One more bench.”
• 18.3 “Cold water and more fans” “Cold water fountain thing?” “Maybe a water Water fountain?” “Add a water cooler so that people can refill their bottles without using single use cartons. I would happily contribute to the cost by paying to refill my bottle, which I do now from the tap, but in summer it would be nice to have chilled water available”
• 18.4 “the Bars/frame area can get crowded with the warm up area, if possible give more space”
• 18.5 “More fans for the dogs.”
• 18.6 “Maybe a few more bands as they sometimes all get used when the gym is busy, but thats it.”
• 18.7 “More 20kg bars” “Some extra 20kg barbells” “A few more bars and weights for busy times when a lot are being used.”
• 18.8 “Bring back the big 2.5kg plates Perhaps a treadmill” “Not sure that you can. I think all aspects are covered. If being really picky a running machine would be a great addition especially during the winter months as well as those recovering from foot issues :)” “True from treadmill would keep people out of the carpark for running sessions. Understand that it is v expensive”
• 18.9 “It’s all looks great for me. Maybe if you had a punching bag you might get a few more people interested in coming to see you”
• 18.9 “It’s all looks great for me. Maybe if you had a punching bag you might get a few more people interested in coming to see you”
• 18.10 “More group class times – Saturday is great but maybe some other times as well?”
• 18.11 “New additions to equipment?”
• 18.12 “Shower is very public”
• 18.13 “Some lighter weights as in Dumbells, it goes from 5 kilo to I think 8 or 10 kilo cannot quite remember, just know it was a big jump last time I used.” “Some lighter dumbbells.”
• 18.14 “Heavier deadball?”
• 18.15 “There’s a lot going on at the rig (the horizontal bars get in the way – perhaps we could make do with just one?). More equipment would be good (buddy sessions get hard if you train with someone that uses the same weights – e.g. 16kg/24kg KBs, 15kg/22.5kg DBs)”
• 18.16 “Maybe a few more bands as they sometimes all get used when the gym is busy, but thats it.”
• 18.17 “Some more obscure equipment could be added. A few pieces of equipment don’t have duplicates. When training with a partner the single duplicate equipment can be an issue”
• 18.18 “Some more strongman stuff” “Strongman gear”
• 18.19 “Having some more equipment like more trap bars etc”
• 18.20 “More dogs.”
• 18.21 “GHD machine.”
• 18.22 “Some machines – leg press – more powerlifting bench press”
• 18.23 “perhaps there is a case to target limitation improvements, be they function adaption, or real improvement”
• 18.24 “I’d love to see a reverse hyper machine”
• 18.25 “I never know when I go in there whether the equipment I need will be available”

19) How would you rate the cleanliness of the exercise facility and front ‘chill out’ area?

Comment:

We know how important it is to provide you with a great environment, and cleanliness is a big part of this. But we know we can always do better, and that will be our aim.

20) How would you rate the tidiness and organisation of the exercise facility and front ‘chill out’ area?

Comment:

We’ve put a lot of thought and design into the layout and organisation of our facility, and we’re happy to see this has been well received. With your help, we will endeavour to continue to provide an aesthetically pleasing and tidy environment for you.

21) How could we improve the front ‘chill out’ area (fridge, iPad, work stations, tables, kitchenette etc)?

• 21.1 “Nothing. Maybe more charging ports.”
• 21.2 “Maybe having glasses available if you forget your bottle.”
• 21.3 “Water chiller” “Filtered cold water to fill up own bottles”
• 21.4 “Bigger bean bags?”
• 21.5 “Have hand sanitiser available for session start and end”
• 21.6 “Kettle in the kitchen”
• 21.7 “Take cash as well as card, sometimes don’t bring my wallet to ROM but have coins”
• 21.8 “Bring back the chocolate health bar, I don’t like the peanut one.”
• 21.9 “Kiddy table?”
• 21.10 “Fridge for client use” “No where for clients to store their lunch”
• 21.11 “Aircon or fan”
• 21.12 “Rubbish bin gets smelly at times Toilets should be cleaned daily”
• 21.13 “Having recycling bins displayed and having a soft plastic bin to take to woolies to especially recycle”
• 21.14 “Always kept clean – chairs rather than the small metal stools would be preferred”
• 21.15 “I think it’s fine. A Smoothie machine would be great but understand people won’t clean up properly.”
• 21.16 “how to integrate client towels for dripping sweat into the training area. cubby area in training for the dinosaurs like myself who still take in pen and notebook, and then make things untidy?”
• 21.17 “I’d love a drop in book box where clients could do book swaps.”
• 21.18 “Create more of a chill out vibe”
• 21.19 “Other Healthy Snacks? Chilled Water”

22) How would you rate the cleanliness of the bathrooms?

Comment:

We’re happy to be in the 9s here, but we realise that some of our other ‘cleanliness’ scores are higher. We’ve taken on board your feedback and know how important it is to have clean bathrooms. We’ll work to improve.

23) How could we improve the bathrooms?

• 23.1 “Make sure toilet paper always available”
• 23.2 “Something to say there is already someone in there” “Put a more obvious sign on the door about whether it is occupied or not”
• 23.3 “Maybe have the ability to have towels etc available if clients require a shower and didnt bring one. This is unlikely but would be a nice addition”
• 23.4 “They’re high use bathrooms. If you only have cleaners twice a week, you can’t expect them to stay clean (i.e. don’t let people blame the cleaners for the state of the bathrooms). I work in an office that would have less people using the bathrooms over the course of the day; and they get cleaned morning, afternoon and night.”
• 23.5 “Toilet cleaning products Maybe a sign to ask for people to leave tidy for the next person including toilet. Wipe down door handles with disinfectant wipes”
• 23.6 “Paper dispenser and paper towels in the toilet at the back”
• 23.7 “Empty the bin when full :)”
• 23.8 “The back one is occasionally stinky! :p A shower curtain or similar would also be good!”

24) Are there any products you would like us to make available for purchase?

• 24.1 “Clothing” “ROM t-shirts”
• 24.2 “Maybe some protein powders, gloves. It is great if you don’t have to go elsewhere to get these things and ROM training shirts would be a good way to make you feel part of the team.
• 24.3 “Almond milk or Soy coffee??”
• 24.4 “Post workout or protein” “A range of motion approved Protein powder. Given the quality of all of the ROM offerings if there was to be a recommended ROM protein powder I would enjoy that.”
• 24.5 “tape etc”
• 24.6 “Chocolate health bars.
• 24.7 “Maybe have a ROM gym towel.” “towels”
• 24.8 “Muesli Chia seed jars and Vegan Protein powder”
• 24.9 “Vegan Jerky? A vegan option of food, like a bar of some sort”
• 24.10 “Coffee, but I don’t know how you would manage it.”
• 24.11 “Some more food options like salads or muesli bars” “I’d love to be able to buy a nutritionally balanced post exercise snack. Or lunch. I get the logistics of this would be hard though.”
• 24.12 “Equipment for powerlifting, belts, knee sleeves”

25) How often do you do your PRE- EXERCISE ‘Move’, ‘Pre- Mobilise’ and ‘Activate’ steps of the Range of Motion Session Flow?

Comment:

It’s great to see the vast majority of you always following this part of the Range of Motion Session Flow. It’s such an important part of your overall health. For those of you not completing this important part of the Range of Motion Experience, we’ll work harder to educate you as to its benefits, and create an environment where it can easily become a habit.

26) How often do you do your POST- EXERCISE ‘Recover’, ’Stabilise’ and ‘Post- Mobilise’ steps of the Range of Motion Session Flow?

Comment:

It’s great to see the vast majority of you always following this part of the Range of Motion Session Flow. It’s such an important part of your overall health. For those of you not completing this important part of the Range of Motion Experience, we’ll work harder to educate you as to its benefits, and create an environment where it can easily become a habit.

27) Are there any services or opportunities that we could provide you (that you would use) that we don’t already?

• 27.1 “Maybe workshops on different topics, ie nutrition, injury management that type of thing” “Bring back the workshops”
• 27.2 “It would be great if the gym could open a little earlier in the morning eg 6am. Its not a big deal as I only come to the gym in the early morning once a week (currently), but due to work commitments I have time pressure/constraints so it would be great to have more time.”
• 27.3 “Yoga” “I’d love to see a set mobility class run by a coach on a Sunday or Saturday. Even if it was outside of the gym like a beach park etc”
• 27.4 “A Sunday class?” “Would love to see some afternoon classes added at around 1.30pm” “Weekly weightlifting class” “Small group sessions
• 27.5 “Every morning earlier starts”
• 27.6 “More ROM Social events”
• 27.7 “Flexibility improvements. Also, having a different coach for a couple sessions every couple of months has really helped. Maybe “Visiting Coaches”. Getting a second opinion on my weaknesses has helped me a lot in areas I’ve been struggling. A few sessions with a Brynn helped me get my OH squat working. Just a different set of eyes once a quarter or so.”
• 27.8 “Weekly workout e.g Weekly multi modal that you can complete if desired and write up your score. Helps encourage people to train together and some healthy competitiveness”
• 27.9 “not for me. but to run courses for GPs and specialists, to show them personally what your focus on training can achieve (as opposed to a standard gym, or going for a walk) and in the course of so doing, motivate them to continue, and educate them along the way to increase their understanding how exercise will actually help them help their patients Similarly, I wonder if a later modification of ROMIP might be an option for the older (60+ or 70+ ) previously fit, who is now a bit frail, and the medical model of rest worsens.”
• 27.10 “Sports massage”

28) What things (list as many as you like) do you not understand at Range of Motion (it could be anything from your program, the Range of Motion Session Flow, exercise sessions, facility layout etc.). In other words, what could we do a better job of teaching/explaining/justifying to you?

• 28.1 “Not clear on how to use the wall chart for warmup and cool down but probably because I have not spent enough time at it – relying on my coach instead.”
• 28.2 “Programming software written Goal setting”
• 28.3 “Shorter surveys”
• 28.4 “The science behind the programming – not everyone wants to know this but I think it’s interesting.”
• 28.5 “The effects/purpose of the multiple different warm down exercises”
• 28.6 “Session flow” “Sometimes i get confused between different as activate/stabilise/mobilise, at what end of the workout i should be doing these things.”
• 28.7 “My program – is this somewhere I can see progress?”
• 28.8 “Being able to scan a QR code to watch a video or see the steps for the movements would be very helpful”
• 28.9 “The rules about where you’re allowed to put stuff.”
• 28.10 “Which bar is the 17.5kg bar?”
• 28.11 “ROM provides an excellent learning and training environment. The inclusion of physio services is a bonus. Maybe a remedial massage service could be an option but really I think ROM has all basis covered.”
• 28.12 “Maybe simplifying for people who are time poor”
• 28.13 “Group session needs a big improvement”
• 28.14 “Expected reps, expected times with some heuristics”
• 28.15 “I’m not so good with the olympic lifting warm up stuff – but not from not having been shown it over and over. Doubt you could teach/explain it better”
• 28.16 “I think everything is well executed and thought out. Maybe emphasising the health benefits of more of the stuff we do would be good.”
• 28.17 “Maybe some nutrition information”
• 28.18 “How my fitness profile is determined and what the letters ARPW mean? How I can use ROM plus to my best advantage as well as other services available”
• 28.19 “perhaps showing some of the clever things the app can report on or be used, on occasions. its taken me quite some time to become familiar with general use, because I am a bit slow. Of course it is easy to over whelm. hence just occasional hot tips. there is a wonderful library of stuff, perhaps pointers to specific resources related to current session, to familarise clients in taking advantage. non familiarity might deter?”
• 28.20 “Some of the abbreviations/terms. I have no idea what a multimodal is, or a moderate barbell conditioning, and still get a bit confused (might be old age…) about all the different terms used in Olympic lifting.”
• 28.21 “There are items I don’t know how to use in there. It would be good to have a follow up induction after you’ve been training there for a while.”
• 28.22 “What happens after each set of training sessions Do I need to join ROM Plus or is it ok to keep to one to one sessions”

29) Do you currently attend our Saturday morning class?

Comment:

The class is a great way to meet some new people, and kick off your weekend! We’d love for you to come give it a go some time. It’s open to everyone on ROM Plus, and is great for people of all levels. As always though, your Personal Coach manages your overall exercise, so we always ask them to give you the ‘go ahead’ before your first class.

30) What do you think would make the class even better (if you do it)?

• 30.1 “Haven’t been since moved premises, but other gym was too crowded for the numbers.”
• 30.2 “Don’t make the classes too complicated with too many moving parts.” “Less complex workouts. Sometimes its too complicated! More people. Be great to make it appealing to a greater variety of people. Seems to be a very core group and then occasionally some others.”
• 30.3 “Less about technique more about fun” “Make sessions focused on fun with friends rather than improvement”
• 30.4 “Explanation”
• 30.5 “If the coaches who weren’t taking the class left it to the coach that was to run it. Pointing out dangerous technique is fine, but anything else just comes across as undermining the coach taking the class.”
• 30.6 “Keeping the movements simple. Once a month BBQ to keep people around a little longer .”
• 30.7 “Allow people to complete their own recovery and post- exercise in their own time if they desire rather than mandating all to do as a group”
• 30.8 “Different coaches to take class.”
• 30.9 “Building more fun and variety into warmups.”

31) How could we better live our Core Value, “Pursue and celebrate growth and achievement”?

• 31.1 “Have the board more visible for these achievements”
• 31.2 “Bigger achievement board – I don’t want to be erased so quickly!”
• 31.3 “shoutout to people who maybe don’t get pbs or achievements, but are just consistent or just always give their best or just add value in other ways to rom”
• 31.4 “Mentions of people achievements on social media every now and then”
• 31.5 “More celebration like BBQ at a park. People can be recognised in a Speech.”
• 31.6 “Ringing a bell doesn’t work well for everyone eg SPD, ASD kids.”
• 31.7 “Rather than just a PB board we need a board to celebrate achievements…”

32) How could we better live our Core Value, “Provide a caring, safe, inclusive and supportive environment”?

• 32.1 “I think we could work on being a bit more inclusive and supportive with some of the direction/corrections that the coaches provide. Not that it concerns me but some people can find it confronting especially in a group setting. Whilst I understand that technique is important and coaching is required, sometimes the delivery needs to be improved.”
• 32.2 “Be more individual. Less of being the best”
• 32.3 “Relax more when people make a mistake”
• 32.4 “Don’t pressure people who don’t like to celebrate PBs. I personally have tried not to PB to avoid the big deal. You might think this is under the wrong category, but I’ve answered it here because I think a place where I feel I have to act different to avoid embarrassment isn’t a ‘safe’ or supportive environment. Let the shy people be shy.”
• 32.5 “Rom can be slow to get involved with when you are starting out. And you can’t really get involved until you have learned the movements and can train alone. There needs to be an intermediate stage”
• 32.6 “Introducing more people and encourage people to cheer on others in exercise”
• 32.7 “keep doing what you are doing and employing good coaches who re willing to engage with everyone – not just paying clients.”
• 32.8 “mm I have to think about this, how much informing has occured from a female perspective?”
• 32.9 “There’s a bit of a divide between people who’ve been at ROM for years and the new ones. People like LB and Jules help bridge that gap.”

33) How could we better live our Core Value, “Forge meaningful and significant relationships”?

• 33.1 “Make the group class more focused on people/community”
• 33.2 “Dinner ever couple of months? Low key. Central.” “ROM Social events” “More social events – tryout weekends for example paddle boarding or kayaking with a Bbqs or picnic along the river – still emphasise on fitness, exercise and movement but away from gym environment in a relaxed fun way – possibly discovering a new leisure activity and new friends along the way?”
• 33.3 “Maybe introducing people to other rommers that may train at similar times or similar have similar abilities in case they are looking for buddies but not sure who to ask ?”
• 33.4 “Hard to do this when people regularly train at the same time and always see the same people. More class options might be a way of introducing members to new people.”
• 33.5 “I think the “sweatshop” did a lot for relationships. I met Rommers I had never met before and the common purpose gave us an instant bond. It was a really good exercise. I think that sort of activity was a way to improve relationships within the group, so maybe do another project like it at some point?”
• 33.6 “People are generally rushing in and out which limits the depth of interaction. And getting interaction on social media can sometimes be like pulling teeth. Save for the core few who are really engaged. They are gold.”

34) How could we better live our Core Value, “Be accountable and responsible for building habits of excellence in ourselves and others”?

• 34.1 “Record the improvements of pt sessions or self training so we can go back and see our improvements. Ie when started could lift 5kg weight, 3 month on 15kh etc”
• 34.2 “Maybe my Personal Coach could set some goals with me and we could track them”
• 34.3 “poke me to do stuff/make me talk to people”
• 34.4 “Ensure people do their pre and post routines by pairing for accountability”
• 34.5 “for those using the app, this is a motivational as well as philosophical perspective. Modelling this outcomes is important. what data will be used. ringing the bell for this too.”
• 34.6 “Some how focusing on better movements and picking up bad habits – some of us are in the space of you dont know or cant see that we are doing things wrong. I understand it is hard for the coaches when they are in PT sessions.”

35) How could we better live our Core Value, “Purposefully impact individuals, communities and generations through individualised care”?

• 35.1 “Flexibility in programming”
• 35.2 “Could we do some Charity work as a team, plant trees? Clean ups etc?”
• 35.3 “Longer sessions”

36) How could we better live our Core Value, “Evolve thinking through the sharing of science-based knowledge”?

• 36.1 “Good to do if/when you can Get the good info out there Get into schools…..”
• 36.2 “Science info boards? Relating to health etc.”
• 36.3 “Workshops on topics that live in this space” “More workshops” “Maybe some workshops on different aspects of what we do, it might be particular movements, or mobility, or nutrition ….etc”
• 36.4 “Be open to other research when nutrition is involved, maybe read more up on plant based eating or discuss with someone who knows something about it, to open your mind a bit to the lifestyle.”
• 36.5 “I think if you want to share science based knowledge than references applicable to that knowledge must also be included. And usually more than 1 reference.”
• 36.6 “Advertise articles on specific interesting ideas on health and fitness” “More blogs”
• 36.7 “More knowledge on the Science knowledge even just a few lines to start a Class or one on one session.”
• 36.8 “perhaps targeting specific clients where such info would be benefit, especially when it relates to in house video etc. You have done a great deal. so as not to overwhelm, what about a “newsletter” sent once a week, to all those newly joining, or not currently using these resources identifying why they would want to look at something and using the newsletter to show them how to find i (not link), so they see the other stuff. The issue is to demonstrate how this resource can address a lot of different questions that we the client haven’t thought about.”
• 36.9 “Book club, health forum sharing recipes, recovery tips, all things health”
• 36.10 “Group sessions where we can sit, learn, discuss and ask questions”

37) During your visits to Range of Motion, how many of your fellow ROMMERs do you know by name?

Comment:

This is perhaps our lowest rating of the entire survey. I feel this metric is a great ‘quick and dirty’ indicator of culture. Considering that the same people are often at ROM at the same times every week, we need to do a better job of helping introduce you to people so you can make some new friends. ROMMERs really are great people, and your experience will be richer from knowing them.

38) How often do you train with a buddy at Range of Motion?

Comment:

This is such a great way to meet new people and ‘spice up’ your session and overall experience at Range of Motion. Use the ‘Training Buddies’ Facebook Group, our periodic ‘who’s training at what time?’ posts, and just good old fashioned conversation to make a time to train with a friend (old or new). Your ROM Programming has plenty of partner and team sessions which are perfect for this.

39) How would you rate your sense of belonging at Range of Motion.

Comment:

By far our lowest rating. Many people rated this as low because they felt they didn’t need belonging. They felt like they were not a typical ROMMER because they don’t train at ROM other than with their Personal Coach. But that sort of person IS the typical ROMMER. 75% of our clients train only with a Personal Coach, and not on their own. It’s important that you feel like you belong, so please don’t feel like this doesn’t apply to you. We’ll be doubling down on our efforts to make ROM feel like home.

40) How could we increase your sense of belonging?

• 40.1 “N/A. I go solely for PT sessions”
• 40.2 “I could add ROM Plus to my membership and attend Saturday’s. I don’t think it’s something you guys can do when I only come once per week.”
• 40.3 “I don’t really need a sense of belonging to train”
• 40.4 “More kids my age”
• 40.5 “I’m the one who can’t remember names, I’ve got to fix that!”
• 40.6 “Can’t. I feel I fit in well and try and bring a smile to everyone when I am there. Some may say that I am annoying but hopefully my energy rubs off on people in a positive way”
• 40.7 “daily group sessions”
• 40.8 “Celebrate everyone, not just the new members. Celebrate high achievers, not just members who do something for the first time.”
• 40.9 “A bbq after the Saturday class”
• 40.10 “I love the idea of the partner workouts. Yet to do one due to injury but looking forward to them”
• 40.11 “I think it would increase if I trained more than once a week, because I would then see different people who come in on other days. This makes the network of familiar faces bigger. But this is something I need to do, not something you can do Keep up the greeting of people as they come and go – it also reminds people like me who are hopeless with names who the arrivals are!”
• 40.12 “Sense of community. I hang out and chat with Crossfit friends outside of the box. Can’t say the same for ROM.”
• 40.13 “The introductions work well! Social events not during work hours would be good. Or maybe motion specific workshops, cooking class lol!”

41) What are the biggest things we could do to give you a more positive, beneficial and valuable experience at Range of Motion?

The responses to this question have been provided to individual Personal Coaches, though we will address the following here:

• 41.1 “Better understanding of wall chart regarding warmup / cool down. Go through the website thoroughly.”
• 41.2 “Maybe a written program we can do at home in between ROM sessions?”
• 41.3 “Allow for flexible programming to work towards specific goals. (Also bring the dogs in more)”
• 41.4 “if there is a programme share this me so I can see my achievements”
• 41.5 “Get a water filter or a water tower instead of the purchasable water at ROM, a lot of plastic is being wasted due to these products.”
• 41.6 “Encourage more people to train together”
• 41.7 “Longer opening hours”
• 41.8 “I want to know more about the science and the programming. But I appreciate a lot of this can be accessed through the website/ facebook.”
• 41.9 “Variety”
• 41.10 “ROM feeds my body and my mind, it doesn’t have my heart as yet.”
• 41.11 “No real expectations here things are good”

42) How likely are you to recommend us to a loved one, friend or colleague?

Comment:

The Net Prompter Score is a globally accepted management tool that is used to gauge the loyalty of customer relationships. An NPS can be as low as −100 (every respondent is a “detractor”) or as high as +100 (every respondent is a “promoter”). A positive NPS (i.e., one that is higher than zero) is generally deemed good, a NPS of +50 is generally deemed excellent, and anything over +70 is exceptional. While we’re happy to be in the ‘exceptional’ category, we’ll be doing everything we can to move everyone to a nine or a ten.

43) What can we do better to make you more likely to recommend us to a friend or colleague?

• 43.1 “Facilitate making the “ points of difference” more easily for trainees to explain to other interested parties. I mean here the points of difference of RoM to other such facilities.”
• 43.2 “Available pamphlets”
• 43.3 “Its more about me being able to convince them to do crossfit after they see me hobbling around after a great Saturday session or coaching session :o)” “When I’ve recommended in the past the biggest resistance points have been the perceived intensity connected to crossfit.”
• 43.4 “Most of my friends can’t afford the coaching plus ROM plus memberships, that is the feedback I obtain mostly.”
• 43.5 “Referral points? Towards products and services?”
• 43.6 “Whilst group sessions are not the ROM plan, I think allowing a group to experience a ROM session is more likely to bring more clients in as during the session you could say that 2:1 training is the maximum and it may bring those that are to shy to train in their own to bring a friend who has experienced the ROM experience through an initial group class. I do appreciate that injury prevention is a key and personalised approach is ROMs core value but from a business growth perspective, I feel that there are a number of people who are nervous to train by themselves.” “Giving people a look into rom through a group session”
43.7 “More relaxed in the programming. No-one I know would want to learn double-unders, toes to bar, muscle ups or handstand pushups, yet these seem to be in almost everyone’s program. These are advanced skills. Almost everyone I know just wants to come in and feel like they have trained, got sweaty, got their moneys worth and feel better about themselves. I don’t want to spend $60 on a session with my coach going through session flow. If this is a requirement, then it should be done separately and not expected to be paid for, especially if there is no warning before you turn up for a session.”
• 43.8 “The pace of entry aspect. I don’t feel I can recommend ROM to people who aren’t expressing an interest in getting healthy, on the other hand I do think ROM should target those people more as they are more likely to fit the culture”
• 43.9 “More cost effective options e.g allowing gym use / ROM Plus without having to have a weekly one on one session – $75+ a week is very expensive compared to other exercise options so it is hard to recommend/convince people”
• 43.10 “Understanding what a first session would look like”
• 43.11 “Have a stronger sense of community and be open for longer hours”
• 43.12 “I’ve recommended ROM and suggested they look at website for more information – maybe a card with information regarding website details etc with trial information rather than just word of mouth”
• 43.13 “A little overview. Reason we spend the money we do as it’s the first thing that people say. It’s too expensive.”
• 43.14 “I’d love to invite my dad but seeing as he is on a pension it would be cool to have a seniors discount of sorts”

44) What are the biggest things that you think would stop your friends, family and colleagues from training at Range of Motion?

• 44.1 “I don’t think the business is aimed at traditional gymmers No treadmills etc.”
• 44.2 “Fear of the movements/hurting themselves or intimidation surrounding the gym”
• 44.3 “Preconceived ideas about crossfit” “Perceptions around crossfit; their own concerns about not being. Strong or fit enough”
• 44.4 “1 location only? Different to other places such as good life clubs?”
• 44.5 “Worrying about the intensity of the workouts”
• 44.6 “Environment would have to match what the person is looking for, in other words what you provide is awesome but not for everyone”
• 44.7 “The expense of it as it is expensive”

45) Is there anything at all we haven’t asked you that you’d like us to know?

• 45.1 “Please could you choose a survey tool that allows me to save answers and come back.”
• 45.2 “ROM is great. But there are times when members are treated like children. I think it needs to be remembered that the members are actually paying clients. Even if you think we act like children, we don’t deserve to be treated that way.”