75
Total Responses
86%
Positive Sentiment
3
Key Action Items
Executive Summary
This report analyses 75 customer feedback submissions across all three BFF Climb locations over the past 3 months. Overall sentiment is highly positive, with staff friendliness being the most frequently praised aspect across all gyms.
| Location | Gym Feedback | Route Setting | Rating |
|---|---|---|---|
| Bendemeer (BDM) | 11 responses | 0 responses | Excellent |
| Yishun (Yoha) | 22 responses | 6 responses | Good |
| Our Tampines Hub (OTH) | 22 responses | 14 responses | Good |
Location Analysis
Bendemeer
The flagship location continues to receive strong feedback with 11 responses this quarter.
"Friendly and welcoming with a smile. Good service :)"
— Gym Feedback, Jan 2026
Key Strengths: Consistent positive feedback on staff attitude and service quality. No significant complaints recorded.
Route Setting: No feedback submissions in this period. Consider promoting the feedback form.
Yishun (Yoha)
The busiest location for feedback with 28 total responses (22 gym + 6 route setting).
Climber Demographics
"Jess was awesome!"
"I love the routes by the emergency exit door. Please keep refreshing the projects there"
⚠️ Issue: Rental Shoe Quality
"The back of the shoes are not good" — Multiple mentions of grip issues with rental shoes.
Recommendation: Audit rental shoe inventory, consider replacement of worn units.
💡 Suggestion: More Beginner Routes
"I think there can be more beginner routes like in the gym there was only a few 4-5"
Recommendation: Consider adding 2-3 additional Grade 4-5 routes during next reset.
Our Tampines Hub
Strong engagement with 36 total responses (22 gym + 14 route setting). Most active route setting feedback.
Route Setting Sentiment
"Enjoyed the creativity of the routes here, quite different from bendy and CC"
⚠️ Issue: Airflow
"Not enough air flow along the wall nearest to the merch store and staff counters."
Recommendation: Consider adding portable fans or reviewing HVAC distribution.
⚠️ Issue: Grading Inconsistency
"Lane 4 green 6b quite soft and could be a 6a+. Lane 6 pink 6b quite hard and could be a 6b+."
Recommendation: Schedule grade calibration session with setting team.
Staff Recognition
The following staff members were mentioned positively by name:
Jess
"Jess was awesome!"
Rachel
"Rachel was so nice and taught me how to tape my sprained ankle"
Amanda
"Amanda was very friendly and gave good guidance!"
Chasvinder
"Chasvinder has been very helpful and professional" (×2)
Consider recognising these team members in the next staff meeting.
Route Setting Insights
✓ What Climbers Love
- • Techy moves — Routes requiring thinking and technique
- • Variety — Mix of dynamic, static, and technical
- • Doorway routes at Yoha — Consistently praised
- • Creative holds at OTH — "Different from bendy and CC"
↗ Common Requests
- • More dynos — "I pray for more dyno variations"
- • Height-accessible — "Think of the below 160cm"
- • More beginner routes — Particularly at Yoha
- • Harder boulders at OTH — "Nothing above 9"
Climbing Style Preferences — Deep Analysis
Based on 20 route setting responses, climbers indicated their preferred style:
| Style | Count | % | Insight |
|---|---|---|---|
| 🦎 Techy Moves | 9 | 45% | Clear favourite — climbers want to think |
| 🐣 V0 Energy | 5 | 25% | Valued for warm-ups and confidence |
| 🐒 Dyno Madness | 4 | 20% | High demand despite lower availability |
| 🐐 Peak Performance | 1 | 5% | Comp-style for advanced climbers |
| 💀 Pumped Out | 1 | 5% | Endurance training niche |
Beginners (15 responses)
Beginners appreciate variety — don't assume they only want easy routes
Intermediates (5 responses)
This group wants to level up skills, not just get pumped
💡 Setting Recommendation: Dyno Gap
Dynos are the most requested style in comments but rank only 3rd in setting. Consider:
- Adding 1-2 more dyno routes per reset at each location
- Including accessible dynos at lower grades (7-8) for beginners
- Varying dyno types: coordination, paddle, lache
Recommended Actions
| Priority | Location | Action | Owner |
|---|---|---|---|
| High | Yoha | Audit and replace worn rental shoes (grip issues) | Ops |
| High | OTH | Route grade calibration session with setting team | Setting |
| Medium | OTH | Improve airflow near merch counter area | Facilities |
| Medium | Yoha | Add 2-3 beginner routes (Grade 4-5) in next reset | Setting |
| Medium | All | Consider height-accessible alternatives on spanny routes | Setting |
| Low | BDM | Promote route setting feedback form (0 responses) | Marketing |