The results of the Register of Exercise Professionals (REPs) third annual Customer Satisfaction Survey indicate that 90 per cent of the REPs members feel that a membership body is of great importance to their work.

The Register, currently holding 30,000 members, recognises the qualifications and expertise of health enhancing exercise instructors in the UK.

82 per cent of the members reported that their main reason for joining the Register was the recognition of professional status that the body provided. One of the key functions of the Register is to provide a system of regulation for instructors and trainers to ensure that they meet the health and fitness industry’s agreed national occupational standards.

REPs Registrar Jean-Ann Marnoch, who will present to delegates at the REPs National Convention at Leisure Industry Week, on Thursday September 22nd, said; “Generally we’re very pleased with the results of this, our third, customer satisfaction survey. Naturally, there remains scope for improvement; we’ll continue to listen to feedback from our members in order to improve the products and services we offer so that they are the best they can possibly be.”

80 per cent of members are satisfied with the level of customer service the Register offers. Members continue to be positive with 70 per cent feeling their interests are (very or fairly) well supported by the Register.

This year insurance services were rated the most important service provided by the Register. Nearly 80 per cent reported these services to be very or fairly important, and seven out of 10 rated these services as good or very good. The legal helpline also fares well and is rated the third most important service provided.

A full report of the findings will be available at LIW, REPs stand (H705). REPs is by owned by SkillsActive, the sector skills council for active leisure and wellbeing. For more information please visit the REPs website

Additional findings:

• Currently, 7 out of 10 members think their interests as fitness professionals are well supported.
• Specific improvements requested by members include advertising and promoting the Register to the public and to members, the length of time taken to respond and to make logging Continued Professional Development points easier. This is in addition to a need to continue progress in raising satisfaction to the highest levels and reduce dissatisfaction.
• A large majority of members are either very or fairly satisfied with how quickly phones and emails are answered and the times of day when the phones are manned.
• Members were generally satisfied with the product knowledge and professionalism of the Register’s staff, as well as the accuracy of the answer they were given to their query.
• 7/10 thought the REPs’ branded lapel badge given to all members was good or very good, the second highest score given to a product
• 28 per cent more members than last year said they were a) aware of the badge and b) wearing the badge.
• Similar to last year, the REPs Journal (sent to each of its 30,000 members) was the most commonly used product reported this year.