Results of the Momentum membership survey 2016 – part 1

A huge thank you to everyone who filled out this year’s members’ survey. We really appreciate your feedback and although we are constantly talking to you throughout the year and hope we are broadly in touch with what you’re thinking, it’s really useful to get some more in depth feedback on some specific points. We have read all your responses and taken your feedback on board. Happy to say that in the main you gave us tons of positive feedback, for which, thank you. Below is a summary of the good, the bad and the ugly feedback we received and how we plan to deal with it. We’ll post another response next week dealing with some more detailed specific questions and points you raised. Even if we don’t address your comments directly, please know that we have taken them on board – feel free to approach us to chat further if you would like to talk about anything specific at any time.

What do we need to work on?

Four main themes, set out below, emerged from the less positive feedback. Few of these comments came as a surprise, partly as we asked specific questions about some of them, but it was very useful to see your detailed thoughts – thank you. Here is what we are going to do about it.

1. Cleanliness/tidiness/facilities/equipment

We are making improvements to the changing rooms (specifically repainting, re-plumbing, tiling and putting new heaters in). We have increased the number of days our cleaner vists every week as well as instigating a more rigorous daily cleaning and tidying rota with staff. We are hiring a scrubber/sucker (Google it…actually don’t) to deep clean the floor and if it works well then we will buy one and look at integrating it into WODs (JOKE). I’d like a ride on one like this (and with this background music) but think that might be overkill.

We are asking coaches to ensure they remind members to put equipment back tidily in its place in each class and we will put a reminder about this in the next newsletter along with some other gym etiquette that some of you raised around fair use of equipment. We recognize that this is an area where we need to get better – please help us stay on top of this by doing your bit to keep the gym tidy.

2. Programming

People were very positive about Barbell club and Gymnastics programming. Feedback on CrossFit programming however was mixed and has been a small but hot potato for a few in this survey. Programming for groups is a combination of science, experience and magic and doesn’t always work for everyone, all of the time, although our aim, of course, is to try and meet as many needs as possible.

Over the last two quarters we have moved to a simpler “plain english” programme delivery – partly in response to previous feedback on its complexity. Although a simpler delivery, this doesn’t mean there isn’t rigour or thought behind it but rather that it is just distilled down into a simpler format with less accompanying explanation (further reading is included in links for those of you who wish to read more). Members have given some specific constructive criticisms on the new format which we’ve taken on board and will be making some adjustments accordingly although we are going to aim to keep a level of simplicity and link to further sources rather than including full text as accompanying blog posts. In addition, we will be adjusting the CrossFit class levels to a two-track system (broadly, one for more and one for less experienced members). This will replace, and simplify, the current levels system. In blog posts, goals and testing will be better highlighted so you know what you’re training for and towards. Weapons will be changing to the Blue Bear program (yes it’s called the Blue Bear) and will provide a greater support for athletes who are competing.

3. Class sizes and personal attention from coaches

I would love to tell you that we are going to make classes smaller but realistically, class sizes are unlikely to change in the foreseeable future. We are, however, looking at the programming (as above) to try and streamline how we group members in CrossFit classes. We are also looking at putting two coaches back into most classes where we can. We are running a staff training session on giving feedback to members and will be encouraging coaches to try and spread their attention across all members at all levels in each class. Help us keep class sizes within the limits by always booking in – as with Open Gym, if you have not booked a slot, you will be turned away if the session is full.

4. Atmosphere

In general we have a cracking atmos. We are very proud. Cuddles, chest bumps and high fives all round. HOWEVER feedback tells us that, very sadly, there are a few issues here. Firstly, in relation to coaches, it seems that we’re not all perfect all of the time – who knew? (Thank you in particular to the person who wrote “Geoff contributes nothing” – here you go, I’m contributing this amusing blog post. I’ll have you know that I also contribute an unsurpassed selection of power ballads.) But seriously, thank you to those of you who gave us constructive feedback to help us help you. We really have taken it on board and are having a chat with ourselves to make sure that we are doing our best to be friendly, inclusive, supportive and respectful and never patronizing, rude, egotistical or unengaged (you will, of course, be aware that there are some health and safety requirements in classes – and indeed loud music – which may mean that at times, coaches may need to throw the usual decorum to the wind and bawl at you across the gym).

Secondly, it seems that there may be a few members who aren’t always playing nice in terms of being welcoming, friendly and as good naturedly humble as you’d hope to expect from the crowd of jolly good eggs that you all are. This appears to be more of an issue amongst some longer standing members. There were several comments about the Weapons class in particular not being welcoming. Of course we want to try and accommodate as many different people at different levels as possible, and in general that is something that we like to think we do well. We recognize that athletes at different levels have different needs but we still want them all to enjoy the gym together. We love the diversity and we love having a laugh, and at the risk of sounding gushing and evangelical, we really want to share this with all our members and particularly our newest members who may not know as many people. I guess an element of ego is inevitable in a gym but you all know that what you can squat or how long you’ve been training bears no relation to how entitled you are to the equipment, the space, the coaches’ attention or a superior attitude. One survey respondent referred to themselves as a “senior” member of the gym. Honestly, there is no such hierarchy at Momentum.

Just don’t be a dick. It’s not that hard. Anyway let’s move on to the nice stuff.

What are we doing well? (too many comments to include them all, but here are a handful):

On the coaches

• Coaches are amazing. Jenna is so committed and everyone loves her. Keep her happy! The boys are also ace and I like the push they give me.

• Really like everyone and there is a great vibe in the gym

• The coaching team has always been available and helpful in training. They never seem annoyed or inconvenienced when i approach them with training questions. Beyond that, they approach us with tips and cues in a friendly and respectful manner that i really appreciate.

• Everyone I’ve worked with is amazing.

• Jenna is BAE.

• A great coaching team, always answering my questions and giving me ways to improve

• Special shout-out to Kat for having crystal clear orders of when to start / stop.

On the programming and classes

• I find the programming excellent in the current phases particularly the strength phases and have noticed a real improvement in strength since plateauing in previous months. I am enjoying the mix of training that is coming from the current programming from all aspects. Longer gassier wods in the weekends are always a winner 🙂

• Heavy Met Con is an awesome class. Have really enjoyed barbell recently – the programming has been excellent.

• Recent programming has been much tougher and feels more rewarding

• Gymnastics class is particularly well programmed for progression. Great job.

• Jenna’s barbell has been a game changer 

• I am definitely seeing some changes which is very encouraging and have not seen this before as everyday there is a different class and coach who have their own programmes which really mixes up the week and therefore never gets boring as you never know what to expect.

• Crossfit programming has been much improved now it is more challenging. I am feeling stronger and fitter… Barbell Club is good lately also – I feel this has improved my strength also

• Everyone I talk to loves the mix of Olympic lifting days and breathing days… There is heaps of variety for all levels and there is always something to work up to… I have definitely noticed improvements in my strength and muscle mass in recent months.

• Crossfit programming is great at the moment. I feel much stronger and fitter

• Love love love heavy metcon still!!! 

• Range of classes is good
  

On other stuff

• it’s a great gym experience – I’ve never stuck with a gym this long. I really come for the coaches and the intensity of the workouts. I feel really strong and fit, fitter than every before.The atmosphere in general is great.

• You guys rock!!

• Classes are really good, always different and the staff is very nice and welcoming. Overall I think is a great gym.

• The place is awesome. The people are awesome. Even the staff are awesome. 

• The range of classes is good, the website is good, Mindbody is excellent and easy to use, the atmosphere is top notch.

• Atmosphere is awesome, so are the coaches and all the regulars.

• I LOVE THIS GYM

• I have been a member of many gyms corporate and private but this is the first gym where I really feel part of a community who really do care – everyone is approachable if you are prepared to make the effort 

• Have noticed things are normally quickly repaired…thank you

• Best box in London!

• Great work, I am really happy I joined momentum

• Always a pleasure coming to train here guys

• The atmosphere bit should have a separate column with a value of SIX!

• Love your work. Have recommended to several mates.

• I love the gym, 5/5

• Crossfit Hackney is by far the best box in London… what has always drawn me to Hackney is the truly expert knowledge, experience and intelligence…

• It’s the best gym I’ve ever been to. Thanks for putting up with my shit too. 

• Along with the amazing level of coaching, the atmosphere and members (8am-ers especially!) make it a great place to be. Well done and thank you!