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Firstly, I’d like to extend a heartfelt thank you to all those that took time to complete the August feedback survey. There were some really valuable insights and ideas left in the comments section which I will be taking away to expand on for future developments and improvement initiatives.
To summarise the August Feedback Survey Results, please see below:
Overall, 82% of respondents of the August feedback survey scored the marinas experience between 7-10/10, with 18% scoring 10/10, 9% scoring 9/10, 23% scoring 8/10 and 32% voting 7/10.
Our customer service received a weighted average of 4.1/5, with 41% voting 5/5 and 41% voting 4/5.
The lock operation and operators received 4.32/5 with 59% voting 5/5 and 23% voting 4/5.
Our facilities excluding the bar and restaurant scored 3.86/5 with 23% scoring 5/5 and 55% scoring 4/5.
Grounds and maintenance scored 3.55/5 with 9% voting 5/5 and 60% scoring 4/5.
Fuel and pump outs scored 4.23/5 with 45% voting 5/5 and 41% scoring 4/5.
The boat yard scored 3.45/5 with 36% voting 5/5 and 9% voting 4/5.
The anchor bar and restaurant scored 3.82/5 with 27% voting 5/5 and 40% voting 4/5.
The Quayosk scored 4.5/5 with 63% scoring 5/5 and 23% scoring 4/5.
On behalf of us all, I’d like to congratulate Elaine and her new venture QuayOsk, shop on the dock for receiving the highest scores of all the facilities within the marina! Well done Elaine, truly deserved!
I would like to thank those that left lovely comments about the work we have done to date, it means the world to all of us that our hard work is noticed and welcomed by you. But, I recognise there is still (as always) a steep hill to climb. There were also some key learnings to be extracted which I have summarised below.
Positive take-outs:
Dredging
Overall approach
Safety
Customer service
Boatyard & advice
New look and feel of bar
Lock staff
Friendliness
Efficiency
Facilities
Night Staff
Areas to work on:
Pontoons
Berth holder entertainment
Berth holder rules
Consistency of cleanliness
Condition of boats
Car park
Product information
Please see comments below on some of the areas of improvement planned:
Pontoons:
The pontoons are over 40 years old and whilst we do our very best to keep them in a condition which is safe and fit for purpose, it is an ongoing never ending task, especially as their age, occupancy, and usage increases.
We will only be making plaster repairs to the pontoons for the short term future as our plans to redevelop the marina entirely evolve. This plan involves large scale funding and will see a total regeneration of the marina as you know it today. However, ideas such as adding lighting is one we can tackle with easy to install cat eyes, high vis markings on the pontoons and renewal of the blocks and chains which is in progress. Divers have just completed their inspection report, and tender for procurement and installation has been sent out. Completion of this project should see the main walkway in Brunswick (BH) level out, and far greater reinforcement (and reassurance!) during winter when we experience adverse weather.
32A sockets are available at request with an added charge for installation. If you’re interested, please let the office know.
Berth holders events
This is something I have wanted to tackle for some time; but with more immediate issues taking my attention it has sadly slipped to the bottom of the pile. That said, I have been working Diane to sponsor a new berth holders quiz night every other Thursday and hope, with the introduction of a new office assistant next week, plans for a berth holders Christmas party will shortly be underway!
I also have plans to introduce some educational maritime speaking events and group training opportunities which I hope you will find useful.
Marina Rules
The policies we implement are in line with TYHA guidelines or at the recommendation of our third party auditors and are intended to benefit the safety of all. There are several areas which have slipped in recent months such as bikes being stored against the railings in Coburg yard and storage boxes and chairs and tables being left on pontoons. Our team will be placing all items left on pontoons back on boats. Where the owner cannot be determined, we will be removing the item and holding in storage. Please help us by following the policies in place. We do not want to have to take action such as implementing charges to release goods as we have worked hard to improve our rapport with our berth holders, but it cannot be one rule for one, and another for another. Please all have a quick check on your pontoon and remove any items which have been left out before our team do the sweep up.
We recognise the need for more safe bike storage but at present, we’ve run out of land to be able to use. Whilst we work on a solution please keep your bike either in the bike racks provided or on the back of your boat if possible.
Condition of boats
One project we are working on currently is a basic boat care plan. This will allow the marina team to clean and maintain your vessel on your behalf keeping them in good condition. The plan will come at a small monthly charge but will ensure berth holders avoid the upcoming emergency wash charge due to be implemented.
In the meantime, we would kindly ask that if you are able, to tend to your vessel before the winter months and adverse weather creep in making boat maintenance more challenging.
If you would be interested in the care plan, please send an email to chloe@liverpoolmarina.com
Products
I think its a brilliant idea to share information about the products we use in the shower gel & shampoo/conditioner dispensers as well as the laundrette products.
We will action this swiftly by displaying the framed data sheets of all the products used in the facility where they're held.
Electricity
The electrical inspection testing and repairs has concluded on Coburg and the main building. However, Brunswick is ongoing but was due to be signed off on the 1st of September. The project has taken longer than anticipated and the sign off day has been extended until the 1st November. Whilst we recognise having the electricity turned off is frustrating and disruptive, it’s essential to ensuring the safe working environment of the contractors and the future safety of the marina and berth holders.
Green sludge/algae
In past years, we have actively killed and removed the green sludge and algae that builds up in the summer months. However, this year as we work in consultation with third party environmental specialists, we have better education on the life cycle of this weed. The algae is fundamental to the marine eco system and there are very few products on the market which can remove it without harming marine life. However, we have been informed that whist we cannot use products to kill it, we can remove some of it with pond nets and discard. The algae will naturally start to remove itself from September onwards, but with this new knowledge we will ensure to prepare for better controls next season.
Car park
The abandoned campervan is an eyesore and a headache for us all! Unfortunately, four companies have now agreed to take it and then failed to do so. We do have a new interested party to remove the vehicle by the end of the month.
Unfortunately, there is little that can be done about the tightness of the bays without restricting overall bay numbers which is already quite a challenge. We cannot make the inside car park berth holder only due to the various customers we cater to but appreciate it can be frustrating at times.
We have put the car park management contract out for tender which is due to be replaced in January of next year,
Cleanliness
Whilst most of you commented how the cleanliness of facilities had vastly improved, it was clear in the comments that consistency is an issue. We have introduced hourly checks but as an added addition, we have also provided our team with full cleaning equipment to keep on top of the cleaners clean done daily, As a team, we all take responsibility for the cleanliness and to ensure the facilities are working as they should. That said, if you notice that the showers are not working well or the standards are below excellent, please let me Karen know personally and she will see to a quick resolution.
Thank you again for taking the time to leave your feedback. If you missed the chance to leave your comments, feel free to complete the anonymous feedback form available to you at any time here.
Best,
Chloe
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