Active Centres Customer Satisfaction Survey 2017
As a valued customer we would be grateful if you could spare a few moments to complete our annual customer satisfaction survey. Your feedback plays a vital part in identifying how we can improve the service and facilities we provide to our customers.
Questions
Customer Experience
*1. Which Active Leisure Centre did you last visit?
Bradley Stoke
Downend
Kingswood
Longwell Green
Thornbury
Yate
*2. How did you commute to the Leisure Centre?
Car
Bus
Motorbike
Bicycle
Walk
*3. If you travelled by car, did you find a parking space within a couple of minutes?
Yes
No
Not applicable
*4. Did the receptionist greet/acknowledge you in a friendly manner?
Yes
No
*5. If you visited reception were you served in a reasonable amount of time?
Yes
No
I used Fast Track
*6. Were you satisfied with the cleanliness of the main entrance/reception area?
Yes
No
*7. Please select the activity you most frequently take part in:
Swimming
Gym
Fitness Classes
Racquet Sports / Ball Sports / Indoor Bowls / Activities (e.g. Roller Skating)
Children`s Adventure Play
XHeight Adventure Climb (Bradley Stoke only)
Body Toning Suite (Bradley Stoke only)
Cafe
Swimming
8. Which swimming pool did you use?
Main pool
Small pool
9. Were you satisfied with the temperature of the water?
Yes
No
10. Were you satisfied with the quality of the water e.g. the look and smell?
Yes
No
11. Were you satisfied with the cleanliness of the pool surroundings?
Yes
No
12. Was the lifeguard alert and attentive?
Yes
No
13. Were the showers in good working order?
Yes
No
14. Were the showers at the right temperature?
Yes
No
15. Were you satisfied with the cleanliness of the changing area?
Yes
No
16. Were the lockers clean and in good working order?
Yes
No
17. Do you feel the pool programme is well balanced and satisfies your needs?
Yes
No
18. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
19. Do you use our cafe?
Yes
No
There is no cafe at my centre
Gym
20. Was there a member of the fitness team in the gym area during your workout?
Yes
No
21. Did you receive friendly interaction with a member of the fitness team during your visit?
Yes
No
22. Did you feel that he/she was available and approachable if you needed help or assistance?
Yes
No
23. Were you satisfied that all the equipment you wanted to use was available to you when you wanted to use it?
Yes
No
24. Were you satisfied that all the equipment you used was in working order?
Yes
No
25. Were you satisfied that all the equipment you used was clean?
Yes
No
26. Was the music being played in the gym area to your satisfaction?
Yes
No
27. If you used the changing facilities, were you satisfied with the cleanliness?
Yes
No
Not applicable
28. If you used the changing facilities, were the showers in good working order?
Yes
No
Not applicable
29. If you used the changing facilities, were the showers at the right temperature?
Yes
No
Not applicable
30. If you used the changing facilities, were the lockers clean and in good working order?
Yes
No
Not applicable
31. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
32. Do you use our cafe?
Yes
No
There is no cafe at my centre
Fitness Classes
33. Did your class run on time as programmed?
Yes
No
34. Were you made to feel welcome?
Yes
No
35. Did you feel that your instructor was approachable if you needed assistance?
Yes
No
36. Was the music played at a satisfactory level?
Yes
No
37. Did you enjoy your class?
Yes
No
38. If you used the changing facilities, were you satisfied with the cleanliness?
Yes
No
Not applicable
39. If you used the changing facilities, were the showers in good working order?
Yes
No
Not applicable
40. If you used the changing facilities, were the showers at the right temperature?
Yes
No
Not applicable
41. Do you feel the Fitness Class timetable is well balanced and meets your requirements?
Yes
No
42. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
43. Do you use our cafe?
Yes
No
There is no cafe at my centre
Racquet Sports / Ball Sports / Indoor Bowls / Activities (e.g. Roller Skating)
44. Was your activity all set up to start on time?
Yes
No
45. If using courts, were you satisfied that the nets/equipment were in good condition?
Yes
No
I did not use a court
46. Were you satisfied that all the equipment you used was in good working order?
Yes
No
I did not use equipment
47. If you were coached were you made to feel welcome?
Yes
No
I did not have a coach
48. If you were coached, did you feel that the coach was approachable if you needed assistance?
Yes
No
Not applicable
49. If you were coached, was your session well run and enjoyable?
Yes
No
Not applicable
50. If you used the changing facilities, were you satisfied with the cleanliness?
Yes
No
Not applicable
51. If you used the changing facilities, were the showers in good working order?
Yes
No
Not applicable
52. If you used the changing facilities, were the showers at the right temperature?
Yes
No
Not applicable
53. If you used the changing facilities, were the lockers clean and in good working order?
Yes
No
Not applicable
54. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
55. Do you use our cafe?
Yes
No
There is no cafe at my centre
Children's Adventure Play
56. Did your child/children enjoy their adventure play session?
Yes
No
57. Did you enjoy your time spent with us whilst visiting Adventure Play?
Yes
No
58. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
59. Do you use our cafe?
Yes
No
There is no cafe at my centre
XHeight Adventure Climb
60. Did your activity start on time?
Yes
No
61. Did you, and/or your child understand the instructions provided by your XHeight Climbing Instructor?
Yes
No
62. Did you feel that the instructor was approachable if you needed assistance?
Yes
No
63. Was your climbing session well run and enjoyable?
Yes
No
64. If you used the changing facilities, were you satisfied with the cleanliness?
Yes
No
Not applicable
65. If you used the changing facilities, were the showers in good working order?
Yes
No
Not applicable
66. If you used the changing facilities, were the showers at the right temperature?
Yes
No
Not applicable
67. If you used the changing facilities, were the lockers clean and in good working order?
Yes
No
Not applicable
68. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
69. Do you use our cafe?
Yes
No
There is no cafe at my centre
BodyTone
70. Did your session start on time?
Yes
No
71. Were you made to feel welcome by your BodyTone Instructor?
Yes
No
72. Did you understand the instructions provided by your BodyTone Instructor?
Yes
No
73. Did you feel that the instructor was approachable if you needed assistance?
Yes
No
74. Was your session well run and enjoyable?
Yes
No
75. If you used the changing facilities, were you satisfied with the cleanliness?
Yes
No
Not applicable
76. If you used the changing facilities, were the showers in good working order?
Yes
No
Not applicable
77. If you used the changing facilities, were the showers at the right temperature?
Yes
No
Not applicable
78. If you used the changing facilities, were the lockers clean and in good working order?
Yes
No
Not applicable
79. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
80. Do you use our cafe?
Yes
No
There is no cafe at my centre
Cafe
81. Were the staff welcoming and friendly?
Yes
No
82. Were you happy with the service?
Yes
No
83. Were the tables and chairs clean and tidy?
Yes
No
84. Would you recommend our cafe to other people?
Yes
No
85. If you have any comments or observations you would like to share regarding our leisure facilities and services please provide details here.
Feedback
86. How likely would you be to recommend your overall experience on a scale of 0 to 10, with 0 being Extremely unlikely and 10 being Extremely likely?
n/a
0
1
2
3
4
5
6
7
8
9
10
NPS
87. If you have any further feedback or comments you would like to make then please type them here.
88. Thank you for taking part in our survey, your feedback is of great value to us. If you would like to be entered into our prize draw for a chance to win a £50 mall voucher please enter your name and email address below. Your name and email address will be kept separate from your answers to the questions above in order to ensure complete anonymity. The winner will be notified by email early January 2018.
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