Customer 1st Program

‘What would you change about Rackley Swimming?’.

The top eight answers were:

1. Cheaper classes

2. Make-up classes

3. Lack of cleanliness

4. Teacher inconsistency / staff turnover

5. Discounts for two or more children

6. Better cater for baby swimming (change tables etc)

7. Improved feedback on child’s development

8. Online booking system and timetable

We have designed our Customer 1st program from the feedback we received driving our decisions. We asked ourselves:

“How can we lessen the number of time consuming and repetitive tasks for our team members”?

“How can we remove any unnecessary policies and procedures for our customers”?, and

“How can we provide them with online options to manage their swim school account”?

From these questions we developed the Rackley Swimming Customer 1st Program.

The key outcomes and benefits for our customers are:

● Keeping prices affordable and in-line with other swim schools

● Make-up classes available to all customers regardless of lesson frequency. *conditions apply

● Family discount structure for 2 or more children attending classes

● Customer 1st Parent Portal so customers are able to self-manage their accounts, including paying accounts and viewing children’s progress online.

● No joining fee

● Online request form for Class Cancellations

● Online Class Hold Request forms to allow customers to easily take short breaks throughout the year without stopping their bookings