Jay Stoop – Health & Sports Club Vouershof
When you walk into Health & Sports Club Vouershof in Geleen, it is immediately clear why members come here: fitness, group classes, swimming, tennis, squash and hospitality are all available under one roof. Why they keep coming back becomes clear as soon as you talk to Jay.
Jay has been working at Vouershof for eight years now. He started with a part-time job as a fitness instructor and, after completing his education, progressed to become Service Team Coordinator. Feedback plays an important role in his new position. In 2026, Vouershof and Feedback4Sports celebrate five years of working together. A great reason to look back.
“I was quite hesitant when we first started working with Feedback4Sports,” Jay says. “Not so much because of the feedback itself, but because of the whole picture: what kind of feedback would come in and what would that mean for our organisation?”
That attitude has completely changed. “The more I work with Feedback4Sports, the clearer it becomes how valuable it is. Especially because the dashboards are so easy to understand,” he says enthusiastically.
What convinced him was a simple realisation: what members tell you directly is not always the same as what comes back through structured feedback.
Members therefore receive a regular email from Feedback4Sports with a few questions. Their responses are collected in a clear dashboard and included in the monthly analysis.
The Club also refers members to Feedback4Sports when they want to report something directly: “If there’s something you want to share, report it through Feedback4Sports. That way, we can keep track of it properly and actually do something with it.”
Members regularly asked whether the Club could open earlier. When the feedback about opening hours was reviewed over a longer period, it became clear how often this topic came up.
“From there, we immediately started looking at what was possible,” Jay explains.
The result: Vouershof is now open from 7:00 a.m. on two days a week.
One member later responded: “Wonderful. I’m already in the hot tub at 7:00 in the morning and I feel like a king.”
“That’s exactly why we do it,” says Jay.
Not every piece of feedback can immediately lead to a change. And it doesn’t always have to. When one member suggested that a different parking layout could create more capacity, employees went outside with him to look at the possibilities together.
“Sometimes a suggestion turns out not to be feasible, but we have listened and seriously looked into the input. That in itself is often an important starting point,” Jay explains.
With 75 employees, it can sometimes be challenging to keep everyone on the same page. Feedback also plays a role here.
Every month, the Service Team shares the three most important strengths and areas for improvement in the internal newsletter. This gives employees insight into what members are experiencing. The areas for improvement are also discussed with management. Together with the Service Team, they determine whether and how these points can be addressed.
For example, members repeatedly mentioned through Feedback4Sports that there were not enough options for storing personal belongings in the swimming pool area. As a result, an additional storage rack was installed. Members now actively use it.
Feedback also showed that members who only come in for a short workout and do not need to change or shower extensively wanted lockers in a convenient location within the Club. Those lockers have now been installed and are being used gratefully by members.
These examples show that relatively small changes can make a noticeable difference to the member experience.
Feedback4Sports does more than identify specific areas for improvement. It also gives Vouershof more insight into the times when members experience the Club as busy.
By collecting and comparing feedback over a longer period, it becomes clear on which days and at what times members experience the Club as crowded. It also provides more insight into quieter periods and what members need to encourage them to work out during those times.
“That insight helps us look more closely at our programming, communication and offering throughout the day,” says Jay.
Feedback4Sports does not provide a ready-made solution. It does provide the insights Vouershof needs to make informed decisions and continue monitoring what those decisions mean for its members.
For Jay, feedback is no longer a one-off measurement. That does not mean every request can be implemented immediately. It does mean that Vouershof continues to listen, recognise recurring signals and make decisions based on what is happening among its members.
“Without our members, we are nothing,” Jay concludes. “That is why it is important not only to ask for feedback, but also to show that we take it seriously and, wherever possible, do something with it.”
That is how Vouershof continues to develop as a Club where members feel heard and employees work together to make improvements.
