Nova City Operations Questionnaire

Helping us understand your day to day so we can build something that actually works for you

Thanks for taking the time to fill this in. Your answers will directly shape what we build, so the more detail you can give, the better. There are no wrong answers. We want to understand what your day to day actually looks like, what works, what does not, and what would make your life easier.

This should take about 15 to 20 minutes. If a question does not apply to your role, just write N/A and move on.

Your Details

Your name

Your role at Nova City

Location

Rotherham Barnsley Both

Date completed

Section 1: Your Role and How You Spend Your Time

What does a typical week look like for you at Nova City?

Walk us through your main responsibilities. What takes up most of your time?

How many hours per week do you spend on admin tasks (not coaching or teaching)?

This includes bookings, payments, emails, social media, spreadsheets, chasing people up, anything that is not directly delivering sessions.

What is the single most time consuming admin task in your week?

Be specific. For example: "Processing party bookings via email takes about 3 hours" or "Manually checking payments takes an hour every day."

Section 2: Bookings and Payments

How do you currently handle bookings for classes, open sessions, and parties?

Tell us about the tools you use and how well they work together.

What are the biggest frustrations with the current booking system?

Think about things that go wrong, features that are missing, or things that waste your time.

How do you handle payments and what problems come up?

For example: failed payments, chasing unpaid bookings, transaction fees, refunds, deposit handling for parties.

When a class changes, gets cancelled, or the timetable updates, how do members find out?

Walk us through the communication process. How long does it take and how often does it happen?

Section 3: Member Management and Communication

How do you keep track of who is attending, who has stopped coming, and who is new?

Do you have a system for this or is it mostly based on memory and observation?

When a member stops showing up, what happens? Is there a follow up process?

For example: do you reach out after a certain number of missed sessions? Or does it just go unnoticed until they cancel?

10.

How do you currently communicate with members outside of sessions?

Instagram, email, WhatsApp, the app, word of mouth? Which channels take the most time?

11.

What information do you wish you had about your members that you do not currently have?

For example: attendance trends, which classes are most popular, which members are at risk of leaving, how many new members joined this month.

Section 4: Reporting and Data

12.

When you need to pull together data (for funders, for planning, for your own records), how do you do it?

For example: attendance figures, financial reports, impact data for grant applications.

13.

How long does it take to put together a typical report or data request?

Give us a rough idea in hours.

14.

What data would be most useful to have at your fingertips if you could access it instantly?

Think about the questions you get asked most often or the numbers you wish you could pull up quickly.

Section 5: If You Could Change Anything

15.

If you could wave a magic wand and fix one thing about how Nova City runs operationally, what would it be?

No limits. What would make the biggest difference to your day to day?

16.

If all the admin was handled automatically, what would you do with the extra time?

17.

Is there anything else you think we should know about how things work at Nova City?

Anything we have not asked about that causes headaches, or anything that works really well that we should not change.

Thank You