Service Improvement Survey
October 2005 |
|
| Process |
- A service improvement survey was carried out at all Sport and Leisure facilities accross the city during October 2005
|
| Data |
- 3772 responses were gathered during the week
- ± 2.4% error range at 95% confidence level
(responsible for about 4% of total user visits)
- Weighting
- District user visit contribution
- Age
- Ethnicity
- Gender
|
| Robustness of Data |
 |
| Ethnicity and Age |
| |
Base |
Age |
|
16 to 24
years old |
25 to 44
years old |
45 to 59
years old |
Over 60
years old |
| Base |
| Unweighted |
3238 |
17.8% |
50.4% |
17.1% |
14.% |
| Weighted |
233772 |
17.7% |
48.9% |
17.6% |
15.8% |
| Usage |
| Two or more times a week |
65.4% |
11.9% |
30.4% |
11.9% |
11.2% |
| Once a week |
34.0% |
5.6% |
18.2% |
5.6% |
4.6% |
| Monthly |
0.4% |
0.1% |
0.2% |
0.1% |
0.1% |
| Occasionally |
0.3% |
0.1% |
0.2% |
0.0% |
0.0% |
|
| Headline Results |
- Rating of visit 8.2 out of 10
BUT
- Parking only 6.6 out of 10
- Locker provision only 5.4 out of 10
- Changing rooms only 4.4 out of 10
- Over 97% rated the staff as helpful, easily seen and smartly dressed
- Net satisfaction
- Telephone response 62.5%
- Ease of booking 66.0%
- Choice of activities 59.5%
- 10% said equipment wasn't working properly
- 5% said something wasn't ready on time
|
| Value for money |
- On average people spent £3.51
- Value for money rating of 8.3 out of 10
|
| Other comments received |
- Two universal needs identified for:-
- "refurbish, decorate, update, new, replace, improve, makeover etc.."
(especially in the gym and changing rooms)
- "Clean, improve cleaning, more cleaning, better cleaning etc.."
|
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