Stage One:

Questionnaire

Important information Please complete the information below. Note that points will be deducted for any unanswered questions but you can refer to information provided in previous sections in order to avoid duplication. Please remember to include information about your whole fitness related business, not just your gym and studios.

Deadline for stage one is 28th January 2013. Payment is due upon entry.

General InformationClub/Centre Name:(Please use the official writing of the facility name)*Parent Company: *

Create a Password for your entry *Which Category are you entering? *Has your club/centre passed the Code of Practice audit? *FIA Membership Number: *Main Contact First Name: *Main Contact Surname: *

Job Title: *

Contact Number: *

Mobile:

Address Line 1: *

Address Line 2:

Town:

Postcode: *

Facility InformationAverage total membership during 2012

Total number of full time staff at the site

Total number of studios

Facilities you provide to meet member's needs: (select all that apply)

☐ Creche

☐ Gym

☐ Swimming Pool

☐ Studio

☐ Spinning

☐ Spa

☐ Sports Hall

☐ Tennis Court

☐ Restaurant/bar

☐ Other

If other please specify:

Please select any other kite marks you have (Code of Practice compliance is obligatory):

☐ Quest

☐ IFI

☐ IIP

☐ Other

If other, please specify:

Business Strategy and Vision

1. Plan – out of 10 marks (250 word maximum)

(i) How do you plan to maximise and deliver on your aims and objectives?Detail how you and your team work to achieve your objectives and what they mean to you. Ensure you detail what makes your facility unique.This can include information on:

Corporate strategy / objectives Site specific objections Action plans Business plan Financial plan Performance management / Key Performance Indicators (KPIs) Marketing and promotion plans Partnership plans Fitness Industry Association (FIA) standards Procedures and policy systems Retention programmes

2. Do –out of 50 marks (250 word maximum for each answer)

(i) How do you make customers aware of the facility and programme you offer and ensure that they want to use your facilities and classes?

Detail how you promote, interact with your customers and how you market to new and existing members. Ensure you detail what makes your facility unique.This can include information on:• Internal promotions• External promotions• Website/social media• Marketing material• Retention programmes• Social activities• Outreach and community engagement• Communication with the staff• Programmes for specific user groups

(ii) What training has been delivered to ensure that the staff is equipped with the skills to undertake their duties?

This is your opportunity to detail how you decide who needs what training and why. Do you offer additional training? Ensure you detail what makes your facility unique.This can include information on:

• Procedures and policy systems• Register of Exercise Professionals (REPs)• Skill development• Career progression• Cross skilling• Continuous performance development (CPD)• Customer care training• Centre specific induction• Job role specific induction• Records of staff qualifications and training

(iii) What resources have been allocated to deliver the programme?

This is your opportunity to detail how you invest in your facilities, to develop the building, programme and staff. Ensure you detail what makes your facility unique.This can include information on:• Training budget• Building refurbishments• Equipment renewal and maintenance budgets• Sales• Retention• Information Communication Technology (ICT )

3. Measure and Review – out of 20 marksMeasure:This is your opportunity to detail how you look at data; it can be qualitative or quantitative data. This is about how you collect information on the service you are providing.

Review:What do you do with the data you have collected, do you get actions from it. Do you discuss trends and findings?

How do you measure? (250 word maximum over all answers)

(i) Performance management (Key Performance Indicators)

(ii) Retention of customers

(iii) Audit results

(iv) Mystery Visits

(v) Financial performance

(vi) Customer feedback

(vii) Staff feedback

How do you review what you measure? (250 word maximum over all answers)

(i) Retention of customers

(ii) Targets achieved

(iii) Discussions/forums

(iv) Review of KPIs

(v) Reviews and audits (internal and external)

4. Impact – out of 20 marks (250 word maximum)

Has what you have done made a difference to your individual customers and/or your local community? How have you contributed towards achieving More people, More active, More often?

This is your opportunity to detail how your team and facility have really made a difference, what have you done to change lives, increase participation andwork with target groups. Ensure you detail what makes your facility unique.

This can include information on:• Compliments

• Good news stories• Members who have achieved beyond expectation• Research into the difference fitness activity has made to people’s lives• Improved retention / reduced attrition• Improved financial performance• Improved internal audit results