Thank you for taking the time to complete our Annual Survey. Customer satisfaction is a core value at Singapore Gymnastics. The information we gather measures our high-level relationships with members and spotlights areas where we need to focus more attention.

Singapore Gymnastics is working continuously to realise the Customer Experience vision by putting members at the heart of everything we do. We have developed a set of customer experience values which articulate the behaviours and expectations we expect of our staff towards all our members.

Our Guiding Principles

We will communicate with you.

• Be responsive, effective, and consistent in our communications with stakeholders.
• Listen carefully to what our stakeholders need and use this information to im­­prove our services.
• Promote Singapore Gymnastics widely to ensure that the community receives the maximum benefit from our programmes.

We will work with you.

• Be open and transparent about what we are able to deliver.
• Engage with the community to measure and evaluate our services.
• Collaborate across the community and beyond to develop new ways of working.

Work smartly for you.

• Target benefits smartly to deliver excellent value for money.
• Develop new partnerships across the public, private, voluntary and community sectors to deliver better outcomes for the community.
• Increase access to digital services and transactions and make better use of data to understand the needs of the community.

The 2020 Singapore Gymnastics Annual Survey features the results from a 23-question survey in early 2020 of the gymnastics community in Singapore. The survey explored two key questions: “How does experience affect brand loyalty?” and “What forms of customer engagement are most meaningful to today’s consumer?” The team at Singapore Gymnastics looked at customer experience themes like brand loyalty, preferred channels of engagement, customer service frustrations, and more.

Five Takeaways

Here are main takeaways from the survey and what we are doing to improve customer experience scores:

1. We hear and understand that we have a shortage of coaches in Singapore. SG is focusing on developing a robust education framework that has reduced the barriers to entry, making the process streamlined, while still developing competent coaches. We have completed the development and implementation of the Fundamental Coaching Course, the entry into coaching. We aim to increase the conduct of Fundamental Coaches Courses and build the community through Singapore Gymnastics Development Programme (SGDP), Masterclasses, and workshop. We are also in the final stages of development of the Discipline-specific Intermediate Coaching courses, with the Rhythmic Intermediate Course due to be rolled out in the next month. We will also ensure that we communicate to the community the clear progression and pathway for our coaches while developing a stronger and more unified community.
2. Singapore Gymnastics will continue to look at improving their timelines around information dissemination, decreasing, to the best of our ability the last-minute dissemination of information. SG will look to develop clear communication timelines around the promotion of key activities and events so you can receive the information in a timely manner.
3. The subject of value for money highlighted ‘satisfaction gaps’ between overall satisfaction and importance of Singapore Gymnastics as an organisation. With the stop/start recovery in our economy, both locally and internationally, we understand that some members are looking closely at continuing to be a member with Singapore Gymnastics. With this understanding Singapore Gymnastics will continue to place an emphasis on increasing membership benefits and customer service to alleviate members concerns and ensure that membership with Singapore Gymnastics is driven by its members’ needs.
4. The staff at Singapore Gymnastics will continue to work at decreasing the response time to the sgoffice emails and look to implementing strategies to manage this. We are committed to improving our ongoing communication.
5. Lastly, we are aware of the survey that some people in the community do not understand the purpose of a National Sporting Association, such as Singapore Gymnastics. The Importance of the National Sporting Association in the Sporting Ecosystem has been posted to hopefully help with the understanding!