Thank you to everyone who took part in our 2025 customer satisfaction survey. Your feedback directly shapes the way we operate – helping us assess performance, identify areas for improvement, and deliver the best possible experience for everyone at Westhaven Marina.
We’re proud to share that, thanks to your input, this year’s results reflect our highest overall satisfaction score to date. Of the 512 respondents, 94% rated Westhaven Marina five or higher on a seven-point scale – a fantastic result and a shared achievement for our entire marina community.
Survey highlights
- Staff satisfaction reached 95% (up 2% from 2024), with customers highlighting the openness, friendliness, and helpfulness of our team – from dockmasters to customer service representatives.
- Facilities satisfaction remained strong, with 92% of respondents rating our facilities five or higher (up 1%*)
- The condition of toilets and showers had the greatest influence on overall satisfaction. Among those less satisfied, public usage and cleanliness were common concerns – particularly at shared public facilities.
- Personal safety continues to rate exceptionally high, with 97% of customers expressing satisfaction – consistent with last year’s result.
- Communication satisfaction improved across most channels:
- Email remains the most preferred method (94%, up 1%*)
- Direct contact with staff follows at 85% (up 2%*)
- Satisfaction with operational news via the Westhaven newsletter rose to 82% (up 2%), and satisfaction with other news increased to 80% (up 1%*)
- Facebook’s perceived usefulness declined compared to last year, with only 25% of respondents finding it useful.
*Comparisons are made against the 2024 survey results.
These results are a testament to the dedication of the entire Westhaven team and our ongoing commitment to providing a safe, welcoming, and responsive marina environment.
Prize draw winners
As a thank you for completing the survey, all respondents went into the draw to win one of five $50 vouchers to spend at participating Westhaven Marina businesses.
Congratulations to our winners – all five have now been contacted.
You spoke – we’re acting
Alongside the positive feedback, we received helpful suggestions on how we can improve. Here’s what we’re doing in response:
1. More information at the pier heads
Some of you requested clearer information at the pier gates. We’re finalising new signage to be installed on the pier gates, featuring helpful information in A3 frames – visible from both inside and outside the gates.
2. Trolleys
We’ve heard your feedback on trolley return habits and cleanliness.
Trolleys on the move – let’s keep walkways clear
Even during the quieter winter months, clear walkways are essential for everyone’s safety and ease of movement – especially for those with mobility challenges or carrying equipment.
We’ve had feedback from some berth holders who have had difficulty navigating around trolleys left clustered on pier walkways. This is a good reminder that even in the off-season, it's important to return trolleys promptly and avoid blocking shared spaces.
Check out some photos of cluttered walkways below for examples and why this reminder matters.
Here’s how you can help
- Return trolleys to the nearest bay or gate – this keeps the marina safe, tidy, and accessible
- Avoid leaving trolleys on walkways or in front of finger piers – even temporarily
- Notify us if you notice any damaged or misplaced trolleys – we’ll take care of it.
We’d also like to remind race crews and support teams to keep dinghies, sails, and gear clear of the walkways on race days. Even partial blockages can cause issues for berth holders moving through the marina.
We appreciate your help in keeping the marina a welcoming and easy-to-navigate space for all. Let’s look out for each other.
Trolley cleanliness
Our dockmasters have a cleaning kit on hand and are happy to assist with any trolley issues. If you notice a trolley that needs cleaning or attention, please let the team know. We encourage shared responsibility – your support helps keep the marina clean and enjoyable for everyone.
