Customer Satisfaction Survey 2025

Every year at KAL, we ask customers to complete a survey to find out how satisfied they are with the service they have received. This year we had over 2,700 survey completions!

We were pleased to learn that 85% of you said you are happy with the services you receive and 85% believe that they are value for money.

87% of you also feel you have achieved your goals since attending a KAL centre. The overwhelming majority of customers said that using a KAL centre makes them feel healthier, happier, more confident and improves their quality of life.

Customers have also shared some fantastic feedback regarding KAL staff, including:

“Brilliant facility, good value for money and nice staff.”

“KAL is brilliant, we especially love the activities available on Yeah! Days Out.”

“I really love the centre, Sunday morning circuits is my favourite time of the week.”

“IT FEELS KAL HLC IS MY SECOND HOME LOVE THIS PLACE”

We’ve also read your comments and made improvements, including:

• KAL App & Bookings – Improvements made to the KAL app and addition of waiting lists for classes.
• Customer Experience – Improving the customer experience with upgrades to our membership framework and joining portal on the KAL website.
• Staff Training – KAL is committed to improving the services we provide and investing in our staff. We’re enhancing training based on survey feedback to further boost the experience our customer’s receive.

KAL relies on your feedback to help further improve the services we provide to you – customer feedback is not just an annual thing!​ KAL collects customer feedback throughout the year in a number of different ways:

– Face to face​
– Net Promoter Score emails​
– The Website contact us form

Thank you for helping us to continually improve KAL centres and the services we deliver!