What we did?

Survey Monkey for CDs and Ads

Parent Surveys- RM led
Customer experience in 3 words
Show time observations by RMs,
CD and ADs

Feedback from Parents

Prefer when manager is available for drop off and pick up as they know
children more
Impressed by how all staff know childrens names
Want date on session notes, can be inconsistent
Can be inconsistent with feedback at end of session depending on
experience and confidence of staff member.
Can be difficult to know who is first in queue
Couldnt understand session notes at start but now they make sense
Like 2 clocks for in and out
Staff always professional and smiling
Need to be prompted to sign out as parents can forget!
Would like a clear system of drop off and pick up, set queue or gate.


Feedback from staff
Management of queue
- weekdays (manager led) good 85%
- weekends (tutor led) needs improvement 62%

Efficiency of signing in and out of centre/logging onto Gladstone good
54%

Use of goals on session notes needs improvement/good (split) 78%
Awareness of parents to the compere role - needs improvement 70%

Consistency and quality of feedback
- (manager led) good 64%
- (tutor led) needs improvement 57%

Management of coats needs improvement 50%

Main findings: discrepancy between manager led and tutor led
compering/feedback and a lack of awareness of compere role in parents
Comments and suggestions from staff
We would like more coat hooks

It is difficult when children leave as coats are underneath
everyone elses and they all end in a heap!

The tutors dont know the parents as well and they lack
confidence to talk about kids they havent worked with. We
need to develop member knowledge and curriculum
knowledge

We should have a training on FAQ to deal with queries

The task of writing name, date, time and goal on a session
note is challenging, especially with a big queue. It takes the
focus away from the parent and child

What is working well....?
Reading over session note and then giving summary of session to
parent with eye contact

Involve child in feedback at end of session what did you find
hard today? How many cards are you getting and why? Makes it
specific to child without reading through session note and
increases rapport building, reinforcing of childs goals and helps
comperes who lack knowledge on child to engage confidently.

Time is given confidently to parents for pick up. Time is adapted
by compere depending on busyness ie. Changed to 1.5 hour
sessions once 4 zones filled

Good systems in place to deal with IEs at the gate and then to
follow up- IE form on a clipboard with leaflets- encouraged to
complete and put a best time to call if no one available or dealt
with my a free manager to one side of the gate.

Areas to address
Goals used in different ways across centres. Some alternate 3 goals
across month. Others choose a broad attitude based goal eg. I need to
ask for help at least once in each piece of work, which could be used
across the month. Rarely saw it communicated at gate at start of
session, was sometimes referred to at end of session but not often.

If children are sent to surf club first there needs to be staff to man it!

Communication between managers during show time- knowing who is
doing what- not always having a daily or appointments today at the
front for the compere.

Waiting time- really inconsistent across centres and how it is managed.
There is definitely a need for more direction or structure on this.

Recording of pick up times on session notes.

Compere trying to do too much during ST and so leaving the gate un-
staffed. Need a higher expectation of what our tutors should be doing.
Areas for discussion with RMs- to agree best practise

Clear showtime roles. One set compere for showtime. Address
lack of parent awareness of roles introduce a board at front to
show parents?
Ready to start Children are encouraged to get folder/books before
session so they are ready to start and tutor can spend time
reinforcing learning goal and reminding of ACE
Ready to leave At end of session, tutor agrees with child how
many lizard cards they will get at end of session and why, to move
up the board, put books away and go to surf club. When parent
comes, child is ready to go straight to the door and can inform
parent/manager how many cards they got and why.
Use of surf club manager/tutor to support start and end of
sessions ie. Back to front sessions and giving countdown to child
leaving and seeing them to door if needed.
Advanced compere and customer service training needed for
managers and tutors use of parents names; use of child in
feedback sessions; efficiency of use of session summary.
Goals for childrens session need for further discussion on this.
One broad goal which can be linked to session summary?