Thank you to everyone who took part in our 2026 customer satisfaction survey. Your feedback continues to play an important role in shaping the way we operate – helping us understand what we’re doing well, identify opportunities for improvement, and ensure Westhaven remains a safe, welcoming, and high-performing marina community.
We’re pleased to share that overall customer satisfaction remains consistently strong, with 93% of respondents rating Westhaven Marina five or higher on a seven-point scale. Satisfaction across key areas including staff, facilities, personal safety, and communication continues to remain exceptionally high.
Survey highlights:
· Overall satisfaction remains strong, with 93% of customers satisfied with Westhaven Marina (down 1% from 2025). Satisfaction among renters reached its highest level recorded, while owner satisfaction remains high overall.
· Staff satisfaction continues to lead overall performance, with 95% of customers satisfied (no change from 2025). Customers consistently highlighted the friendliness, helpfulness, responsiveness, and professionalism of marina staff across all teams.
· Facilities satisfaction increased again, with 93% of customers now satisfied with marina facilities (up 1% from 2025). Toilets and showers remain the strongest drivers of overall satisfaction, with customers noting concerns around cleanliness and the condition of some older facilities.
· Personal safety remains exceptionally high, with 97% of customers reporting they feel safe at Westhaven Marina (no change from 2025). Customers who were less satisfied most commonly referenced vessel security concerns, CCTV coverage, and feeling unsafe in some car park areas at night.
· Communication channels continue to perform strongly, with email and direct staff contact remaining the most useful ways for customers to receive information about marina operations and events (both consistent with 2025 levels).
· Facebook’s perceived usefulness increased significantly, with 36% of customers rating it as a useful communication channel (up from 26% in 2025).
· Customer feedback continues to reinforce the importance of strong staff relationships, with many respondents praising the team’s communication, approachability, knowledge, and willingness to assist.
These results reflect the dedication of the entire Westhaven team and our continued commitment to delivering a marina experience that is safe, responsive, and customer focused.
Alongside the positive results, customers also provided valuable feedback and suggestions on where we can continue to improve. We’re currently reviewing this feedback and identifying opportunities to further enhance the marina experience for our customers and wider marina community.