Stepney Bank Stables is an inner city equestrian centre established in 1999. As well as providing first class riding lessons at all levels, Stepney Bank offers an opportunity for volunteers of all ages to gain hands on experience of horse husbandry. Stepney Bank is a registered charity yet relies on income from regular riders so customer retention is essential to survival. Having noticed a change in customer loyalty to riding lessons in recent years, they wanted was to explore riders reasons for leaving.
Our brief a lapsed rider survey, has paved the way for a regular cycle of customer satisfaction surveys – managed in-house – to review and improve customer satisfaction levels and overall service offering.
Stepney Bank Stables, Ouseburn, Newcastle upon Tyne, NE1 2PN