Stepney Bank Stables – Inner City Equestrian Centre

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 Stables 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 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

Jo has been tremendously helpful to us, guiding us through the best way of surveying lapsed and current clients.

We are good at attracting new clients but have a significant drop-off rate so Jo’s help has been very useful in enabling us to dispel some myths and address key issues. This has led to further development work surveying our current clients leading to improved communication and service.

Anne BrownService Development Officer
designarttiaStepney Bank Stables – Inner City Equestrian Centre