Case Study: Cockburn Aquatic and Recreation Center achieves legendary customer experience and continuous improvement with AskNicely

How Michal and Cockburn ARC Turn Customer Feedback Into Business Impact

Cockburn Aquatic and Recreation Center (Cockburn ARC) is a community-focused leisure facility in Perth committed to creating "Outstanding Service People Talk About." Facing the challenge of consistently capturing and acting on frontline customer feedback across multiple departments, Cockburn ARC implemented AskNicely’s NPS program to solicit feedback, referrals and reviews and to keep customer-first service at the center of their culture.

AskNicely provided a structured way to measure NPS and capture daily feedback, giving Cockburn ARC a single place to identify improvements and celebrate staff wins. By using AskNicely, the Centre has been able to turn customer comments into service changes, track achievements more effectively and drive more referrals and positive reviews—helping staff deliver measurable improvements in customer experience.

Cockburn Aquatic and Recreation Center

Michal Callister

Member and Customer Service Coordinator