You told us, we listened!

Club E-Survey Highlights

On May 15th, 2007 ORC released a member opinion e-survey. Below are some highlights from respondents and ORC’s response. If you have any questions about the results please contact Leah Chamilliard at 905.822.5240 ext.269 or lchamilliard@ontarioracquetclub.com.

If you would like to receive ORC e-mails please send your name, membership number and e-mail address to
lchamilliard@ontarioracquetclub.com.

General

68% visit ORC 8 – 12+ times per month.
That’s fantastic! According to national statistics, the average club member visits their club only 4 times a month. Well done!

47% have children between the ages of 9 and 16.
Great News! ORC is offering a record amount of all inclusive (FREE) kids and teen clinics (except Teen Training) which are now included in Family Memberships. To view more kids and teen programs click here.

89% find ORC e-mails informative.
ORC is working hard at keeping open communication with our members. ORC e-letters give club updates, upcoming socials, new schedule reminders and so much more. Sign up to receive ORC e-letters click here.

88% have visited our website.
All the info you need at your fingertips. Every month we update our website with the latest information, valuable tips, articles, schedule changes, staff info and more. You can even check the weather! Visit us on-line today!

55% have used our On-line Member Services.
It’s a fast and easy! Using our On-line Services you can not only check your account, you can register for programs or sign up for exciting, upcoming socials!

55% were not aware of ORC’s Going Green Campaign.
In 2006, ORC committed to Going Green. Automated faucets and low-flow fixtures save valuable resources and are cost-effective which means funds can be better spent in other areas of the club. On-line statements and member e-letters reduce paper waste and our ‘lights out’ policy all add up to a greener environment and ORC encourages everyone to do their part. If you have an idea on how ORC can better our efforts please send your suggestion to lchamilliard@ontarioracquetclub.com.

62% would enjoy the addition of an indoor/outdoor pool.
We will investigate the feasibility and capital costs of retrofitting our current pool structure and report back to you.

92% strongly agree, agree or somewhat agree when asked whether the fees at ORC are comparable to similar quality clubs.
ORC is very proud to offer a wealth of programming, top quality equipment, and well trained and versatile professional staff which results in a great synergy of club/members/staff.

74% strongly agree/agree that ORC is quality conscious.
Thanks for noticing! We strive to provide our members with only the very best in equipment, staff, facilities and programming.

83% strongly agreed or agreed that ORC provides a facility which is suitable for the entire family.
Keeping fit as a family is a great way to teach children the many benefits of being healthy while spending quality time together. ORC offers programs starting as early as 4 years old and as late as 99 years old. We are delighted to announce even more kids/teens clinics (FREE for Junior Members) and even classes for parent and teen.

98% are proud to be a member of ORC.
Fantastic! We are proud of each and every one of our members and will continue to work hard to earn your loyalty.

When asked what are the two most important changes we could make which would add to your enjoyment the number one answer was the convenience of on-line booking.
Squash on-line court bookings are now available again after we eliminated some glitches in the system. We will endeavor to make tennis on-line bookings a priority, however the complexity of a POS system connected with the bookings is challenging.

Front Desk

74% say ORC’s friendly and courteous greetings are very good or excellent.
Our front desk aims to give every member a friendly welcome by name and with a smile to the club. Stop by and say hello.

83% thought the front desk’s knowledge was excellent, very good or satisfying.
ORC is one of the largest facilities in Canada, in terms of activities and programs. We are always striving for enhanced communication with our members and the Front Desk is a key point of member interaction for dissemination of information. If we don’t know the answer to your question, we’ll make sure a staff member will get back to you within the same day to provide you a response.

Socials

63% do not attend ORC Social Events.
We’d like to see this percentage number drop significantly as most members are seeking some form of social activity. Have your say and sign up for one of our committees. Your input is valuable and a key to the success of future social events. For more info contact Lynne Bailey at 905.822.5240 ext. 237 or lbailey@ontarioracquetclub.com.

When asked one event you would like to see, the majority said events like wine tasting and more events geared towards families.
We hear you! In the next year ORC will endeavor to focus on events you asked for. Bring the whole family out to Halloween Harvest on October 28th, Make a Bracelet (in support of Canadian Olympic Athletes) on November 2nd and stay tuned for more events that you asked for. To view the Events Calendar click here.

Restaurant

94% said cleanliness of the restaurant was good, very good or excellent.
Great! Our restaurant staff makes every effort to ensure a clean environment for you and your family. If anything is not to your satisfaction, we’d like to hear from you.

80% felt ORC’s menu choices were excellent, very good or good.
ORC launched a brand new menu in August with an exciting new selection of meals as well as our past favourites. Come in and try it out! Coming soon, a fresh smoothie bar for your re-fueling needs.

Housekeeping

92% said the cleanliness of lockers rooms was good, very good or excellent.
Fantastic! Our housekeeping staff in continually cleaning to guarantee a club to we can be proud of.

Finance

80% felt good, very good or excellent about finance staff being knowledgeable and informative.
Our finance staff is there to help answer any questions you have about your account. Did you know you can also view your account statement on-line? Your statements are only a click away!

81% felt good to excellent with the responsiveness of finance staff to inquiries.
Finance staff aims to return all phone calls within 2 hours. Finance hours are Monday to Friday from 9:00 am – 5:00 pm.

Membership

93% felt good, very good or excellent about membership staff being friendly and courteous.
Way to go! Do you have a friend interested in joining ORC? Bring them into membership and they can have a tour of the club and a complimentary one week trial pass.

95% felt the responsiveness of membership staff to inquiries was good to excellent.
Membership staff aims to return all phone calls within 4 hours. Membership hours are Monday to Friday 9:00 am – 8:30 pm and Saturday & Sunday 9:00 am – 4:00 pm.

Tennis

89% felt the quality of ORC tennis programs and clinics is good, very good or excellent.
We endeavor to provide a wide array of programs for all ages and all skill levels. To find a program that’s right for you check out our Fall Program Guide.

13% felt the availability of tennis courts needs improvement.
Great news! We’ve now capped our tennis membership. In an effort to provide the best service to our members, ORC has capped the tennis membership and a waiting list is in effect. Additionally, we have freed up more late afternoon and evening courts for casual play.

Squash

85% felt good to excellent on the availability of squash courts.
We will shortly be placing a cap on squash memberships. Tennis sold out not long ago and there are only 22 squash memberships left in squash. If you know someone who is interested in joining, have them contact membership and they’ll save up to $800 in enrollment fees. Remember, when you refer someone you are entered in a draw to win great prizes.

91% felt that the friendly and courteous squash staff was good, very good or excellent.
Our squash pro, Ben Hatcher, is one friendly guy and he makes everyone feel welcomed. Stop by Ben’s office to say hello and, if you haven’t already, receive a complimentary squash assessment.

Fitness

85% felt good to excellent with the availability of staff for assistance.
With the high demand of Personal Training and Sports Performance we are making changes in our department to ensure we have more staff available for your assistance.

65% thought the availability of fitness equipment was very good or excellent.
We strive to maintain our equipment and keep up with the new innovations in the fitness field to give you and optimum exercise experience.

Group Exercise

72% felt very good or excellent about the Group Exercise staff being friendly and knowledgeable.
ORC prides itself on having the best staff around! Group Exercise instructors are motivating and informative. They make certain everyone feels welcome from beginners to old pros.

23% felt the selection of evening classes needed improvement.
We hear you. ORC has recently added 6 more classes to the Fall evening schedule. Want to see what works for you? Check out the newest schedule.

Playcentre

0% felt that confidence and trust in caregivers needed improvement.
WOW! Child care is extremely important, to you and to us. Stop by the playcentre to introduce your children and meet our amazing staff.

0% felt that the friendly and caring play centre staff needed improvement.

Fit for Her

74% felt Fit for Her staff was motivating and inspirational most of the time or always.
Our goal is to ensure you get the most out of every workout and we will continue to strive to provide you with the programs, knowledge, leadership and enthusiasm to motivate you to do and be your best.

58% felt that the knowledge and professionalism of Fit for Her staff was very good or excellent.
All of the FFH trainers have multiple nationally recognized certifications and several have college/university degrees in a fitness related field. Between us we offer expertise in 9 fitness disciplines!! If you have a fitness or nutrition question, we’re here for the asking. If we don’t know the answer, we’ll do our best to find one.