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Page 1 of 116 Rhondda Cynon Taf County Borough Council Consultation Team / Leisure Services December 2011 Sport & Leisure Facilities | Consultation: DRAFT
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Rhondda Cynon Taf County Borough Council Consultation Team / Leisure Services December 2011
Sport & Leisure Facilities | Consultation:
DRAFT
Page 2 of 116
TABLE OF CONTENTS
Page
1. INTRODUCTION
4
2. BACKGROUND AND OBJECTIVES
4
3. METHODOLOGY
4
4. CONSULTATION RESULTS – FACE TO FACE SURVEYS
6
5. CONSULTATION RESULTS – ONLINE
21
6. SUMMARY
36
Appendix 1 – Open Questions 37
Appendix 2 – Centre Returns 41
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Table of Figures Page
Face to Face Consultation
Figure 1 – Leisure Centres visited 4
Figure 2 – Arrival of Respondents 6
Figure 3 – Departure of Respondents 6
Figure 4 - When would you like to use the leisure facility?(AM) 6
Figure 5 - When would you like to use the leisure facility?(PM) 7
Figure 6 – Do you have a MoreCard? 7
Figure 7 – Type of MoreCard 7
Figure 8 - Usage 9
Figure 9 – Activities 10
Figure 10 – How Respondents use facilities 12
Figure 11 – Staff & Information Importance 12
Figure 12 – Facility Presentation Importance 13
Figure 13 – Value for money Importance 13
Figure 14 – Staff & Information Performance 14
Figure 15 – Facility Presentation Performance 14
Figure 16 – Value for money Performance 14
Figure 17 – Media & Information 15
Figure 18 – How respondents travel to facilities 17
Figure 19 - Where respondents travel from 17
Figure 20 – Time taken to travel to facilities 18
Figure 21 – Age 18
Figure 22 – Gender 19
Figure 23 - Ethnic Group 19
Figure 24 – Occupation
20
Online Consultation
Figure 25 - Leisure Centres visited 21
Figure 26 - When would you like to use the leisure facility?(AM) 21
Figure 27 - When would you like to use the leisure facility?(PM) 22
Figure 28 - Usage 22
Figure 29 - Activities 23
Figure 30 - How respondents use facilities 24
Figure 31 - Staff & Information Importance 25
Figure 32 - Staff & Information Performance 26
Figure 33 - Facility Presentation Importance 27
Figure 34 - Facility Presentation Performance 28
Figure 35 - Value for money Importance 29
Figure 36 - Value for money Performance 29
Figure 37 - Media & Information 30
Figure 38 - Gender 32
Figure 39 - Age 32
Figure 40 - Ethnic Group 33
Figure 41 - Main method of transport 33
Figure 42 - Journey time 34
Figure 43 - Where respondents travel from 34
Figure 44 - Occupation 35
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1. INTRODUCTION
1.1 This report presents the findings of a satisfaction survey undertaken
across the Council’s leisure and sports facilities in 2011. 1.2 Sections 2 and 3 provide a brief background to the survey and the
methodology used. 1.3 Section 4 outlines the results of the face-to-face surveys for the
leisure facilities combined. 1.4 Section 5 contains an analysis of the online survey results 1.5 The Appendix (in a separate document) includes the detailed results
for each of the leisure facilities.
2. BACKGROUND AND OBJECTIVES 2.1 Leisure Services conduct an annual satisfaction survey to establish
the public’s perception of the services provided and the resulting information is used to drive service improvement.
2.2 This is the third year that the survey has taken place, coordinated by
the Consultation Team. Comparisons with previous years will be available in a separate document.
3. METHODOLOGY 3.1 The consultation has been conducted in-house. Leisure Centre staff
undertook face-to-face surveys within the leisure and sports facilities in Rhondda Cynon Taf, with some support from the consultation Team. The samples achieved are shown in the table below;
Centre No. of Respondents
Abercynon Sports Centre 100
Aberdare Swimming Pool 100
Bronwydd Swimming Pool 31
Hawthorn Leisure Centre 70
Hawthorn Swimming Pool 70
Llantrisant Leisure Centre 108
Llantwit Fardre Leisure Centre 50
Michael Sobell Sports Centre 100
Rhondda Fach Sports Centre 138
Rhondda Sports Centre 118
Tonyrefail Leisure Centre 75
TOTAL
960
Figure 1
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3.2 The consultation was undertaken over 8 weeks from the 8th August
until the 7th October 2011. 3.3 In addition to the 960 face-to-face surveys an online survey was set up
and placed on the front of the Council website for the period of the consultation. 74 responses were received.
3.4 The data analysis of the survey was undertaken in house by the
Consultation Team. It should be noted that where percentage totals do not amount to 100% this is due to rounding.
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4 CONSULTATION RESULTS – FACE TO FACE 4.1 This section provides a summary of the results from the surveys undertaken in
the leisure facilities. The individual results for each centre can be found in the Appendix.
Times of Arrival and Departure
4.2 There was a fairly even split in the time respondents visited the
centres. The peak times were 9.31 -11.30am and 5.31 – 7.30pm.
Arrival
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
16% 24% 13% 9% 14% 17% 8%
Figure 2 Departure
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
7% 18% 22% 11% 9% 19% 14%
Figure 3 4.3 When would you like to use the leisure centre?
Respondents were asked what times they would like to use the leisure centre in the mornings. The following table shows the percentage of respondents (17% or more are highlighted) who want to use the leisure centres at the specified times.
AM Mon Tues Wed Thurs Fri Sat Sun
% Before 7am 17 16 16 15 15 11 9
% 7 - 8am 18 15 15 16 15 10 11
% 8 - 9am 16 14 13 13 13 15 16
% 9 - 10am 18 13 14 13 12 16 14
% 10 - 11am 16 14 16 12 14 14 13
% 11 - 12pm 16 13 15 13 13 16 15
% 12 - 1pm 14 13 12 15 12 17 17
Figure 4
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4.4 Respondents were asked what times they would like to use the leisure centres in the afternoon. The following table shows the percentage of respondents (17% or more are highlighted) who want to use the leisure centres at the specified times.
PM Mon Tues Wed Thurs Fri Sat Sun
% 1 - 2pm 19 15 16 12 13 14 12
% 2 - 3pm 11 14 13 14 14 18 17
% 3 - 4pm 12 12 13 12 11 18 22
% 4 - 5pm 20 15 14 16 14 9 11
% 5 - 6pm 18 16 16 15 16 9 9
% 6 - 7pm 16 17 16 18 14 9 10
% 7 - 8pm 16 16 15 16 13 11 12
% 8 - 9pm 15 15 15 15 14 14 14
% 9 - 10pm 15 15 16 14 14 13 13
Figure 5 4.5 The table illustrates that there are slightly more people who want to use
the leisure centres on a week night (from 4pm – 10pm) than on a weekend, where the majority of people want to use between the hours of 2 and 4pm.
Morecard 4.6 Almost 80% of respondents said that they had a Morecard. Of those
that did have the card 30% had a More Max Cash card. 21% of respondents said that they had a More Max Direct Debit card.
Do you have a MoreCard?
Yes
76%
No
24%
Figure 6
Figure 7
More max Direct Debit
More Max cash
More Value Direct Debit
More Cash value
More Discount
More Corporate card
More family card
More Value annual
Gold Card
Pay as you Go
21% 30% 6% 7% 20% 11% 4% 1% 0% 0%
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When asked for a reason why the respondent did not have a More Card, responses included; “Child care” “Full time worker and no discounts for it (n = 2)” “Junior member” “Just moved to area x 1” “Martial arts not centre run (n = 2)” “No money” “No time to use one (n = 2)” “Not interested” “Not regular visitor (n = 2)” “Not worth it (n = 2)” “OAP member” “Only come during school holidays” “Only come once a week with family for swimming” “Only go swimming under the WAG OAP free swim scheme” “Only participate in classes (n = 2)” “Only play football” “Only use centre once per week,” “Pay as you go (n = 3)” “Too expensive (n = 4)”
“Too much for what I use the facility (n = 2)” “Use another gym” “Was not aware of the card (n = 5)” “Would not get value for Money (n = 5)”
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4.7 Usage
The majority of respondents used the facilities three or more times per week (50%) and 21% used the facilities twice per week.
How often, on average, do you visit this Leisure
Centre?
6 617
21
50
0102030405060708090
100
Less than
once per
month
More than
once per
month, but
less than
once per
week
Once per
week
Twice per
week
Three or
more times
per week
%
Figure 8
4.8 Activities
Respondents were asked what their main activity was at the centres. The most popular activity stated in this multiple response question was the fitness suite / gym (26%) followed by swimming or Aqua Fit (19%).
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What type of activities did you take part in today?
3
26
114 2 4 1
1019
9 8 5
0
10
20
30
40
50
60
70
80
90
100
Badminton
Fitness Suite
Keep fit / Aerobics / Zumba etc
Five a side football
Martial Arts
Squash
Another Physical Activity
Health Suite
Swimming or Aqua Fit
Swimming lessons
A spectator
Other
%
Figure 9
Other responses included;
“aerobiking (n = 3)” “Aqua tots / Baby swim (n = 5)” “Autistic Club” “Ballet (1)” “Bouncy Castle Party” “Boxercise” “cardio rehab” “Child in swim lessons” “Circuits” “dancing” “Diving lessons (n = 9)” “football” “Gymnastics (n = 2)”
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“Kettlebells” “meeting” “Netball” “Party” “Pilates more classes eve & weekends aerobics” “roller derby” “Steps exercise referral” “Swim lessons” “Table tennis” “Taekwon do” “Touch Rugby (n = 2)”
“Treadmill (n = 2)”
“Triathlon (n = 2)” “Water polo (2)” “Yoga (n = 2)” “Yogatone (n = 2)”
“Zumba”
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4.9 The majority of respondents used the facilities as an individual user (49%).
Which of these best describes how you are taking
part in your MAIN activity today?
26
49
10 13
2
0
10
20
30
40
50
60
70
80
90
100
An organised
class /
session /
course led
by an
instructor or
coach
As an
individual
user (not led
by and
instructor)
As a
member of a
club or team
Spectator Other
%
Figure 10
4.10 Importance
Respondents were asked to state how important they thought various aspects of the service were. In terms of staff and information, the helpfulness of staff (75%), friendliness of staff (74%) and knowledge of staff (74%) were seen as very important.
Staff and Information % Very Important Important
Not very important
Not Applicable
Friendliness of staff 74 25 1 0
Helpfulness of staff 75 23 1 0
Knowledge of staff 74 23 2 0
Class schedules clearly displayed 62 32 5 2
Prices clearly displayed 61 30 6 3
Pre notification of events 59 32 7 2
Figure 11
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4.11 When asked about issues relating to the presentation of facilities, the cleanliness of the changing rooms and toilets were seen as the most important, with 83% stating that this was very important.
Facility presentation % Very Important Important
Not very important
Not Applicable
cleanliness of changing rooms/toilets 83 15 1 2
Temperature/quality of pool water 67 19 3 11
Disabled access 64 19 3 14
Feeling of safe environment 74 22 2 2
Quality of fitness/gym equipment 67 18 1 14
Quality of other equipment used 68 22 2 8
Figure 12 4.12 Enjoyment of activity was seen as very important (76%), as was value
for money (73%)
Value for money % Very
Important Important Not very
important Not
Applicable
Enjoyment of the Activity 76 23 0 1
Value for money from the activity 73 25 2 1
Catering/vending value for money 43 28 13 15
Figure 13 4.13 Performance
Respondents were asked to consider their most recent visit to a leisure facility and then rate the performance of the facility in terms of the same factors that were rated for importance.
In terms of staff and information the majority of the issues listed were seen as good or very good;
• 92% stated that the friendliness of staff was either good or very good
• 90% stated that the helpfulness of staff was good or very good.
• 89% thought that the knowledge of staff was good or very good.
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The figures for displaying information on classes and prices are not as positive as those for the staff issues although they are still rated by the majority of respondents as good or very good.
Staff and Information % Very good Good Average Poor
Very Poor
Not Applicable
Friendliness of staff 67 25 6 1 1 0
Helpfulness of staff 62 28 7 2 1 0
Knowledge of staff 54 35 7 2 1 1
Class schedules clearly displayed 47 33 13 4 1 2
Prices clearly displayed 44 27 16 7 3 4
Pre notification of events 46 29 14 6 2 3
Figure 14 4.14 With regard to the presentation of the facilities;
• 86% of respondents thought that the facilities were safe, rating this factor as good or very good.
• 73% rated the quality of other equipment as good or very good
• 71% reported that the cleanliness of the changing rooms and toilets were good or very good, with 8% stating that they were poor or very poor
Facility presentation %
Very good Good Average Poor
Very Poor
Not Applicable
cleanliness of changing rooms/toilets 41 30 18 6 2 2
Temperature/quality of pool water 40 31 11 4 1 14
Disabled access 37 25 13 4 1 19
Feeling of safe environment 50 36 12 1 0 1
Quality of fitness/gym equipment 40 28 8 5 2 17
Quality of other equipment used 40 33 11 3 1 12
Figure 15 4.15 92% of respondents stated that they enjoyed the activities they
participated in at the facilities and 87% thought that the activity represented good value for money.
Value for money %
Very good Good Average Poor
Very Poor
Not Applicable
Enjoyment of the Activity 59 33 6 1 0 1
Value for money from the activity 53 34 10 1 0 2
Catering/vending value for money 29 23 17 6 9 16
Figure 16
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4.16 Media
How would you like to receive information about
leisure activities?
27
916
26
103 3 5
00
10
20
30
40
50
60
70
80
90
100
Online
Radio
Local Press
Posters/Banners
Billboards/buses
Cinema/TV
Youth Groups
Other
%
Figure 17
As can be seen from the figure above, the majority of respondents prefer to receive information online (27%) and via posters / banners (26%). Other responses included; “Heard from family” “RCT Intranet” “Relatives informed me” “Facebook (n - 3)” “from school (n = 4)” “Email (n = 2)”
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4.17 Do you have any suggestions for improvement in this Leisure Centre?
Respondents were asked what they felt could improve the current service being provided. The following are some examples of what was suggested under the main themes reported. Full comments from each centre can be found in the appendices. Staff “Employ Gym Staff Full time” “Return of Security” “Regular Swimming Instructors”
Maintenance/Upgrade “new lockers in sauna as they don’t work” (Abercynon) “Sign posts and more parking” “Shower revamp” (Hawthorn LC) Cleanliness “clean the tiles in health suite and finish tiling in ladies changing room” (Abercynon) “Cleaner Toilets” (Tonyrefail) Equipment “add disabled gym equipment like MSSC” “Additional hair dryers in changing rooms” Information “have proper gym timetable” (Abercynon) “Have more TV’s in the gym with sky TV, have a regular music and fitness DVD playing” Sessions “more aerobiking classes – day and evening” “More over 50’s sessions” “Mixed sessions in sauna every day” “More Zumba” Opening Times / Availability “more weekend gym hours” (Abercynon) “Open sat evening” “Increase the opening times of the gym on the weekends and open earlier in the mornings (before 7am)”
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Vending “somewhere to sit after swimming – better café area with sandwiches” “Diet cans in vending machines” “Sell healthier snacks and water and have a vending area in the gym”
4.18 Travel 66% travel to the leisure facilities by car or motorcycle.
What was the main method of transport you used
to get here today?
66
1813
3
0
10
20
30
40
50
60
70
80
90
100
Car or
motorcycle
Walked all the
way
Public transport Other, including
bicycle
%
Figure 18
4.19 66% of respondents went to the leisure facility straight from home.
Did you come here today?
66
27
8
0
20
40
60
80
100
Straight from home Straight from work or
college
Other, e.g. shopping
%
Figure 19
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4.20 50% of respondents’ journeys to leisure facilities take between 0 and 10 minutes.
How long did this journey take?
31
19
27
12 10
1 1
0
10
20
30
40
50
60
70
80
90
100
0 – 5
minutes
6 – 10
minutes
11 – 15
minutes
16 – 20
minutes
21 – 30
minutes
31 – 45
minutes
Over 45
minutes
%
Figure 20
4.21 Respondent Demographics
The demographics of those who took part in the face to face surveys are shown below;
Age
10 10 1317 19
95 5 7
3 2 1
0
10
20
30
40
50
60
70
80
90
100
Under 20
20-25
26-31
32-37
38-43
44-49
50-55
56-61
62-67
68-73
74-79
80+
%
Figure 21
4.22 The highest percentage of people who took part in the survey that answered this question were aged between 26 and 43 at 49%.
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Gender
Gender
Male
44%Female
56%
Figure 22
4.23 As can be seen from the figure above, 56% of respondents were
female and 44% were male.
Ethnicity
Ethnic Group
33
61
58
1 0 0 0 0 1 0 0 0 0 00
10
20
30
40
50
60
70
80
90
100
British
English
Scottish
Welsh
Irish
Black and white Caribbean
White and black African
White and Asian
Indian
Pakistani
Bangladeshi
Caribbean
African
Chinese
Any other Ethnic group
%
Figure 23
4.24 58% of respondents considered themselves to be Welsh. 33% said
they were British.
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Occupation
Occupation
40
16
7
0
18
36 9
10
10
20
30
40
50
60
70
80
90
100
Working full time (30+ hours a week)
Retired
Housewife / husband full time
On government work training programme
Working part time (less than 30 hours a week)
Unable to work
Unemployed
In full time education
Maternity leave
%
Figure 24 4.25 40% of respondents said that they worked full time. 18% work part
time and 16% were retired.
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5 CONSULTATION RESULTS - ONLINE 5.1 74 responses were received online in the 2 months the questionnaire was
open to the public. 5.2 The following table shows which facilities were frequented by
respondents. 28% of responses most frequently attended the Rhondda Sports Centre. 26% said they most frequently attended Michael Sobell Sports centre.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
3%
28%
7%
26%
4%
17%
3%1%6%4%
Aberdare Swimming Pool
Abercynon Sports Centre
Bronwydd Swimming Pool, Porth
Hawthorn Leisure Centre
Hawthorn Swimming Pool
Llantrisant Leisure Centre
Llantwit Fardre Leisure Centre
Michael Sobell Sports Centre
Rhondda Fach Sports Centre, Tylorstown
Rhondda Sports Centre, Ystrad
Tonyrefail Leisure Centre
Which leisure centre did you visit / do you visit regularly?
Figure 25
5.3 Respondents were asked what time they would like to use the leisure
facility in the morning. The following table shows that the majority of respondents would like to use the facilities before 7am (Monday - Friday) and 8 – 1pm on a weekend.
Day Before 7am 7-8am 8-9am 9-10am 10-11am 11-12pm 12-1pm
Mon 36.70% 13.30% 3.30% 8.30% 10.00% 10.00% 10.00%
Tues 35.00% 16.70% 3.30% 6.70% 5.00% 8.30% 11.70%
Wed 36.70% 13.30% 3.30% 8.30% 6.70% 10.00% 13.30%
Thurs 35.00% 16.70% 3.30% 6.70% 6.70% 8.30% 10.00%
Fri 36.70% 15.00% 3.30% 8.30% 6.70% 10.00% 11.70%
Sat 16.70% 13.30% 18.30% 21.70% 21.70% 20.00% 18.30%
Sun 11.70% 15.00% 20.00% 21.70% 20.00% 20.00% 18.30%
Figure 26
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5.4 Respondents were asked what time they would like to use the leisure
facility in the afternoon. The following table shows that the majority of respondents would like to use the facilities from 5pm – 10pm (Monday - Friday) 1 – 2pm on a weekend and 5 – 8pm on a weekend.
Day 1-2pm 2-3pm 3-4pm 4-5pm 5-6pm 6-7pm 7-8pm 8-9pm 9-10pm
Mon 4.80% 7.90% 4.80% 11.10% 30.20% 42.90% 38.10% 20.60% 17.50%
Tues 6.30% 6.30% 4.80% 12.70% 27.00% 38.10% 41.30% 20.60% 17.50%
Wed 6.30% 6.30% 4.80% 11.10% 33.30% 38.10% 41.30% 22.20% 17.50%
Thurs 6.30% 6.30% 4.80% 11.10% 27.00% 36.50% 41.30% 22.20% 19.00%
Fri 6.30% 7.90% 4.80% 9.50% 30.20% 36.50% 39.70% 22.20% 20.60%
Sat 20.60% 14.30% 15.90% 12.70% 17.50% 19.00% 20.60% 15.90% 11.10%
Sun 17.50% 17.50% 15.90% 17.50% 22.20% 19.00% 22.20% 14.30% 11.10%
Figure 27
Morecard 5.5 80% of respondents stated that they had a More card, although it was
unknown which types of More card respondents had.
Usage
5.6 When asked how often they visited the leisure centres, 54% said that
they visited three or more times per week and 23% visited twice per week.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
54%
23%
6%7%11%
Less than once per month
More than once per month but less than once per week
Once per week
Twice per week
Three or more times per week
How often, on average do you visit the leisure centre?
Figure 28
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Activities 5.7 The main activity reported was the fitness suite (61%) and swimming or
aqua fit (37%).
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
9%9%9%
37%
19%16%13%1%
11%
31%
61%
8.6
Badminton
Fitness Suite
Keep fit / aerobics / zumba etc
5-a-side
Martial arts
Squash
Another physical activity
Health Suite
Swimming or aqua fit
Swimming lessons
A spectator
Other
What type of activities do you take part in?
Figure 29 Other comments consisted of:
“Children's parties / social events”
“Circuit training, Spinning, Bootcamp”
“Drinking in the bar”
“Fit Ball, Spinning, Circuits”
“gym”
“gym activities”
“GYM, KETTLEBELLS, SPINNING”
“Kettlebells”
“KETTLEBELLS & PILATES”
“spin/boxacise/kettle bells”
“Spinning class”
“swimming or aqua fit keep fit aerobics”
“Yoga” 5.8 The majority of respondents took part in their main activity as an
individual user (56%). 34% took part in an organised class / session / course held by an instructor or coach.
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0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
6%4%
56%
34%
An organised class / session / course led by an instructor or coach
As an individual user (not led by an instructor)
As a member of a club or team
Spectator
Other
Which of these best describes how you were taking part in your main activity at your last visit to theleisure centre?
Figure 30 5.9 Respondents were asked if there were any other activities or classes
that they would like to take part in at the leisure facilities.
“adult ballet”
“Affordable tennis lessons for absolute beginner adults”
“Boxercise”
“early bird kettle bell & spin classes”
“Fun swims”
“General fitness in the gym”
“Kettlebell”
“Learn ballroom dancing - not strictly a sport I know”
“military circuits with british military fitness”
“MMA FITNESS BUT CLASHES WITH KETTLE BELLS”
“More advanced classes”
“outdoor fitness during summer months”
“pilates”
“Pilates / TaiChi”
“step up classes, more for children up to the age of 12”
“tennis”
“Watching Sport on TV”
“Will look at classes available in future”
“Yoga, community fitness activities”
“zumba classes”
Page 25 of 116
Importance 5.10 Respondents were asked to state the importance of a number of key
service issues. The results are shown in the table that follows.
Very Important 70.40%
Important 29.60%
Not Very Important - Friendliness of staff
Not Applicable -
Very Important 76.10%
Important 23.90%
Not Very Important - Helpfulness of staff
Not Applicable -
Very Important 71.80%
Important 25.40%
Not Very Important 1.40% Knowledge of staff
Not Applicable -
Very Important 62.00%
Important 25.40%
Not Very Important 8.50%
Class schedules clearly displayed
Not Applicable 2.80%
Very Important 52.10%
Important 23.90%
Not Very Important 12.70% Prices clearly displayed
Not Applicable 8.50%
Very Important 60.60%
Important 29.60%
Not Very Important 5.60% Pre-notification of events
Not Applicable 2.80%
Figure 31 5.11 The highest importance was given to the helpfulness of staff and
friendliness of staff with 100% of respondents saying these aspects were very important / important.
5.12 The second most important aspect was knowledge of staff with 97%
stating this as very important / important.
Page 26 of 116
Performance
5.13 Respondents were asked to consider their most recent visit to a leisure
facility and to rate the performance of a number of key service issues. The results are shown in the table below.
Very Good 40.00%
Good 25.70%
Average 20.00%
Poor 5.70%
Very Poor 7.10%
Friendliness of staff
Not applicable 1.40%
Very Good 40.00%
Good 25.70%
Average 20.00%
Poor 8.60%
Very Poor 4.30%
Helpfulness of staff
Not applicable 1.40%
Very Good 30.00%
Good 38.60%
Average 15.70%
Poor 8.60%
Very Poor 4.30%
Knowledge of staff
Not applicable 1.40%
Very Good 32.90%
Good 22.90%
Average 22.90%
Poor 7.10%
Very Poor 2.90%
Class schedules clearly
displayed
Not applicable 8.60%
Very Good 22.90%
Good 27.10%
Average 22.90%
Poor 8.60%
Very Poor 4.30%
Prices clearly displayed
Not applicable 12.90%
Very Good 21.40%
Good 25.70%
Average 30.00%
Poor 8.60%
Very Poor 5.70%
Pre-notification of
events
Not applicable 8.60%
Figure 32 5.14 Some of the results that stand out include;
• 69.% stated that the knowledge of staff were very good / good
• 66% stated that the friendliness and helpfulness of staff were very good / good
Page 27 of 116
Importance 5.15 Respondents were asked to state the importance of a number of key
facility presentation issues. The results are shown in the table that follows.
Very Important 90.00%
Important 10.00%
Not Very Important -
Cleanliness of changing rooms / toilets
Not Applicable -
Very Important 71.40%
Important 15.70%
Not Very Important 1.40%
Temperature / quality of pool water
Not Applicable 10.00%
Very Important 38.60%
Important 22.90%
Not Very Important 2.90%
Disabled access
Not Applicable 32.90%
Very Important 71.40%
Important 25.70%
Not Very Important 2.90%
Feeling of safe environment
Not Applicable -
Very Important 74.30%
Important 18.60%
Not Very Important 1.40%
Quality of fitness / gym equipment
Not Applicable 2.90%
Very Important 72.90%
Important 15.70%
Not Very Important 1.40%
Quality of other equipment used
Not Applicable 7.10%
Figure 33 5.16 The highest importance was given to the cleanliness of changing
rooms / toilets with 100% of respondents stating that it was very important / important.
5.17 The second most important aspect was the feeling of a safe
environment with 97% of respondents stating that it was very important / important. 93% of respondents stated that the quality of the fitness and gym equipment was very important / important.
Page 28 of 116
Performance
5.18 Respondents were asked to consider their most recent visit to a leisure
facility and to rate the performance of a number of key facility presentation issues. The results are shown in the table below.
Very Good 17.40%
Good 21.70%
Average 33.30%
Poor 14.50%
Very Poor 11.60%
Cleanliness of changing
rooms / toilets
Not applicable 1.40%
Very Good 17.40%
Good 42.00%
Average 18.80%
Poor 2.90%
Very Poor -
Temperature / quality of pool
water
Not applicable 17.40%
Very Good 14.50%
Good 26.10%
Average 10.10%
Poor 1.40%
Very Poor -
Disabled access
Not applicable 42.00%
Very Good 27.50%
Good 42.00%
Average 21.70%
Poor 4.30%
Very Poor -
Feeling of safe environment
Not applicable 2.90%
Very Good 33.30%
Good 21.70%
Average 21.70%
Poor 11.60%
Very Poor 4.30%
Quality of fitness / gym equipment
Not applicable 5.80%
Very Good 24.60%
Good 24.60%
Average 29.00%
Poor 2.90%
Very Poor 4.30%
Quality of other equipment
used
Not applicable 13.00%
Figure 34 5.19 Some of the results that stand out include;
• 71% stated that the feeling of a safe environment was very good / good
• 60% stated that the temperature and quality of the pool water was very good / good
• 59% of respondents stated that the cleanliness of the changing rooms / toilets were average, poor or very poor.
Page 29 of 116
Importance 5.20 Respondents were asked to state the importance of a number of key
value for money issues. The results are shown in the table that follows.
Very Important 87.00%
Important 11.60%
Not Very Important 1.40%
Enjoyment of the activity
Not Applicable -
Very Important 76.80%
Important 18.80%
Not Very Important 2.90%
Value for money from the activity
Not Applicable -
Very Important 31.90%
Important 15.90%
Not Very Important 33.30%
Catering / vending value for money
Not Applicable 15.90%
Figure 35 5.21 The highest importance was given to the enjoyment of the activity with
99% of respondents stating that this was very important / important. 5.22 The second most important aspect was the value for money from the
activity where 97% of respondents stated that it was very important / important.
5.23 Catering / vending value for money was not seen as important as the
other aspects as only 49% of those responding stated that it was very important / important.
Performance
5.24 Respondents were asked to consider their most recent visit to a leisure
facility and to rate the performance of a number of key value for money issues. The results are shown in the table below.
Very Good 62.30%
Good 29.00%
Average 7.20%
Poor -
Very Poor -
Enjoyment of the activity
Not applicable 1.40%
Very Good 47.80%
Good 33.30%
Average 13.00%
Poor 1.40%
Very Poor -
Value for money from the activity
Not applicable 2.90%
Very Good 11.60%
Good 14.50%
Average 31.90%
Poor 5.80%
Very Poor 4.30%
Catering / vending value for money
Not applicable 27.50%
Figure 36
Page 30 of 116
5.25 Some of the results that stand out include;
• 91% stated that the enjoyment of the activity was very good / good
• 82% stated that the value for money from the activity was very good / good
Information about leisure activities
5.26 Respondents were asked how they would like to receive information about leisure activities.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
11%5%8%
44%34%
8%
77%
Online
Radio
Local Press
Posters / Banners
Billboards / buses
Cinema / TV Adverts
Youth groups (eg 5x60 officers / E3+ Coordinators / Youth workers)
Other
How would you like to receive information about leisure activities?
Figure 37
5.27 The majority of respondents (77%) stated that they would like to
receive information about leisure activities online. 44% said they would like to receive information via posters / banners.
Improvements 5.28 Respondents were asked if they had any suggestions for improvement
in the leisure centre. The following suggestions were made: “greater variety of weights as limited usage time and greater degree of dumb-bells and weight bench is required.” “Reception staff should be more welcoming / helpful particularly to new or infrequent users.” “the building needs an extension, as classes and gym are always really full, and it limits people. it also puts people off. i pay to go to a private gym, which is further than the leisure centre, because i am able to use the facilities without hanging around or being turned away as classes are to full” (Hawthorn SP)
Page 31 of 116
“Allow block bookings for five a side football at Hawthorn, to make organisation easier. Arrange open five a side nights, like classes, where individuals book to play as often to get ten people is difficult but I am sure lots of people will join. Change the Saturday am circuit class at Llantwit Fardre, its a bit repepative.” “the leisure centre could do with a total revamp it is dated and dirty and the equipment is terrible” (Michael Sobell SC)
“I world like to see the gymnasium staff approach clients to ask if they are doing okay, do they need any help instead of us having to approach them. “Hairdryers and better changing room/shower facilities” “I would like to see a womens only gym time on a Saturday/Sunday. The flooring in the hall and rooms up stairs could be cleaned better. Some of the equipment such as the mats and kettlebells could be renewed. I think a swipe card system would be alot easier and quicker for members to use when entering the gym and taking part in the classes. I think music is a must for all classes.” “Do more spinning classes” “Air con better ventilation in aero biking room, more time for staff to maintain equipment. More family group activities/sessions on the weekend eg Allocated time in gym.”
“It can be quite frustrating queuing at reception just to swipe in to prove that you have turned up when I have already booked online or via telephone, especially when it's busy as it can make you late for a class, court, gym session etc. An automated swipe in system (if affordable) may speed things up for members with cards. Friendlier staff would be a bonus. Also the main hall stand could with a regular clean, as when playing badminton and pull out the seats to put kit on, there is always rubbish and old bottles etc in this area.” better gym equipment in the Aberdare Gym”
“Longer opening hours on weekends and for the carpark to be open longer on the weekends so that people can walk around the site even if the leisure centre has to be closed. The running track should be opened when the centre is opened so that people don't have to ask for the gate to be unlocked.”
Page 32 of 116
Respondent Demographics 5.29 37.7% of respondents were male (62.3% female).
Female62.3%
Male37.7%
Gender
Figure 38
5.30 The majority of respondents (40.6%) were aged 35 – 44. 29% of
respondents were aged 25 – 34.
16 - 241.4%
25 - 3429.0%
35 - 4440.6%
45 - 5418.8%
55 - 647.2%
65+2.9%
Age:
Figure 39
Page 33 of 116
5.31 The Majority of respondents were White and British, with 66% of
respondents reporting that they were White Welsh. 29% reported that their ethnic group was White British, 5% were White English.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
66%
5%
29%
British
English
Scottish
Welsh
Irish
White and Black Caribbean
White and Black African
White and Asian
Indian
Pakistani
Bangladeshi
Caribbean
African
Chinese
Any other Ethnic Group
To which of these ethnic groups do you consider you belong:
Figure 40 Travel 5.32 87% of respondents used a car or motorcycle as the main method to
get to the leisure centre.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
3%3%
7%
87%
Car or Motorcycle Walked all the way Public transport Other, including cycle
What was the main method of transport you used to get here today?
Figure 41
Page 34 of 116
5.33 The majority of the journeys took between 0 – 10 minutes with 34% of respondents reporting that their journey took 0 – 5 minutes and 34% saying their journey took 6 – 10 minutes.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
2%4%
2%6%
19%
34%34%
0-5 minutes
6-10 minutes
11-15 minutes
16-20 minutes
21-30 minutes
31-45 minutes
45 minutes +
How long did this journey take today?
Figure 42 5.34 65% of respondents came straight from home. 29% came straight form work, school or college.
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
6%
29%
65%
Straight from home Straight from work, school or college Other, eg from shopping
How did you come here today?
Figure 43
Page 35 of 116
5.35 84% of respondents said they were working full time (30+ hours a
week).
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
1%3%4%7%
84%
Working full time (30+ hrs a week)
Working part time (less than 30 hrs a week)
Retired
Unable to work
Housewife / husband full time
Unemployed
On government work training programme
In full time education
Which of the following best describes your current work situation?
Figure 44
Page 36 of 116
6. SUMMARY 6.1 This section outlines a summary of the main results. 6.2 The consultation was undertaken in house and included 960 face to
face surveys and 74 online responses. 6.3 Almost 80% of respondents stated that they had a Morecard (80% -
online survey), with the More Max Cash card and More Max DD the most popular.
6.4 The majority of respondents used the facilities 3 or more times per
week (50%) and 21% used the facilities twice per week. 54% of the online respondents used the facilities 3 or more times per week. The most popular activities were the fitness suite, swimming and aqua fit.
6.5 The surveys found the cleanliness of the changing rooms and toilets to
be very important (83% Face to face and 90% online). As well as the helpfulness of staff (75% face to face and 76% online) and the enjoyment of the activity (76% face to face and 87% online).
6.6 The respondents from the face-to-face survey found the staff at the
centres to be friendly (92% stating good or very good) and helpful (90%). 89% thought that the knowledge of staff was good or very good. 71% rated the cleanliness of the changing rooms and toilets as good or very good and 86% said they felt safe. 92% of respondents stated that they enjoyed the activities and 87% thought that the activity represented good value for money.
6.7 The results from the online survey showed that 91% though that their
enjoyment of the activity was good or very good and 82% stated that the value for money of the activity was good or very good. However, 59% stated that the cleanliness of the changing facilities were average, poor or very poor.
6.8 Respondents were asked to outline where the service could be
improved. The main issues were related to cleanliness, maintenance and equipment and information.
Lists of full comments can be found in the appendices.
6.9 66% of respondents travel to the leisure facilities by car, with 50% living
within 10 minutes of the facilities.
_____________________________
Page 37 of 116
Appendix 1 – Open Questions
Q4 If no, why don’t you?
Abercynon
Only go swimming under the WAG OAP free swim scheme
Only come once a week with family for swimming
Just visiting
Do not use facilities enough
Only come during school holidays
Wouldn't benefit me as I only come with Triathlon club
Only play squash - no benefit to me
Too expensive
Only play football
Junior member
Not interested
OAP member
Haven't decided
No time to use one
Only here to bring child to gymnastics
Only here to bring child to party
Wouldn’t use to full benefit
Not regular visitor
Was not aware of the card
Aberdare
Only participate in classes
Martial arts not centre run
Bronwydd Pool
Too expensive
Hawthorn Leisure Centre
Child care
Not worth it
Too much for what I use the facility
Full time worker and no discounts for it.
Pay as you go3
Use another gym
Not sure what it is
Hawthorn Swimming Pool
Not worth it
Too much for what I use the facility
Full time worker and no discounts for it
Page 38 of 116
Llantrisant Leisure Centre
Not sure what one is x2
Too expensive for level of provision x 1
Just moved to area x 1
Only play Bad Club don’t need one x1
Llantwit Fardre Leisure Centre
Only use centre once per week,
Would not get value for Money
Not heard of More Card
Michael Sobell Sports Centre
Only participate in classes
Martial Arts not centre run
Rhondda Fach Sports Centre
Too expensive
Rhondda Sports Centre
Don’t use centre enough, too expensive, have not got around to it yet.
Tonyrefail Leisure Centre
No time
No money
Q8 Which of these best describes how you are taking part in your MAIN activity today? - Other
Abercynon
Treadmill
Child in swim lessons
Circuits
Table tennis
Gymnastics
Yogatone
Boxercise
Autistic Club
Triathlon Club
Bouncy Castle Party
Aerobiking Class
Kettlebells
Page 39 of 116
Gymnastics
Party
Aerobiking
Swim lessons
Yogatone
Triathlon
Treadmill
Aberdare
Diving lessons (9)
Ballet (1)
Water polo (2)
Aqua tots / Baby swim (5)
Hawthorn Leisure Centre
Touch Rugby (n = 2)
Yoga (n = 2)
Pilates more classes eve & weekends aerobics
Rhondda Fach Sports Centre
Taekwon do
Netball
Steps exercise referral
roller derby
Tonyrefail Leisure Centre
meeting
aerobiking
dancing
cardio rehab
zumba
football
Q9 Are there any other activities / classes that you would like to take part in at the Leisure facility?
OAP only afternoon swimming
punchbag
boxing
pilates
yoga
Page 40 of 116
zumba in evenings to fit around childcare
more badminton sessions
boxercise
aerobikes
aqua aerobics
body pump
classes
aerobics
Elvis convention
Aberdare
Swim with scooters (1)
Nos chools swimming (7)
More adult lane swim (1)
Aqua babes class (5)
Dryers for bathers (1)
Hawthorn Swimming Pool
Aqua aerobics and zumba in weekday evenings
Rhondda Fach sports centre
Boxercise
Spinning
Aqua aerobics
Tai Chi
Dance classes
Aero biking
Hot Tub / jacuzzi
keep fit
Tonyrefail Leisure Centre
pilates
table tennis
yoga
ALTS
football
boxercise
Page 41 of 116
Appendix 2 – Centre Returns
User Profile and Satisfaction Survey Results 2011 Please insert figures in the template below;
Leisure Facility: Abercynon Sports Centre
Dates survey was undertaken:
Total number of people surveyed: 100
Time of Arrival:
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
8 14 26 14 14 18 6
Time of Departure:
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
10 7 30 16 12 12 13
Q1: At what times would you like to use the centre?
AM Mon Tues Wed Thurs Fri Sat Sun
Before 7am 11 11 12 11 11 7 6
7-8am 2 2 2 1 2 2 6
8-9am 5 5 3 2 4 4 4
9-10am 5 5 5 5 5 7 4
10-11am 6 4 7 5 3 4 6
11-12pm 8 5 9 5 4 14 8
Page 42 of 116
12-1pm
10
10
10
10
9
18
10
PM Mon Tues Wed Thurs Fri Sat Sun
1-2pm 9 6 9 4 6 6 4
2-3pm 1 8 8 5 6 9 9
3-4pm 5 8 6 8 5 12 12
4-5pm 10 10 6 8 7 6 7
5-6pm 12 13 8 10 8 7 4
6-7pm 16 18 18 19 7 7 8
7-8pm 7 8 8 7 8 1 4
8-9pm 1 4 1 1 2 1 3
Page 43 of 116
Q3 Leisure / Membership Card:
Yes No
Do you have a MoreCard?
64
36
Q4 If no: why not?
Provide a list of the comments received…..
• Only go swimming under the WAG OAP Free Swim Scheme
• Only come once a week with family for swimming
• Just visiting
• Do not use facilities enough
• Only come during school holidays
• Wouldn’t benefit me as I only come with Triathlon Club
• Only play squash – no benefit to me
• Too expensive
• Only play football
• Junior member
• Not interested
• OAP member
• Haven’t decided
• No time to use one
• Only here to bring child to gymnastics
• Only here to bring child to party
• Wouldn’t use to full benefit
• Not regular visitor
• Was not aware of the Card
Page 44 of 116
Q5 If Yes, Which Type?
More Max DD
20
More Max Cash
16
More Value DD 3
More Value Cash 8
More Discount 11
More Corporate Card
5
More Family Card 1
Page 45 of 116
Q6 Usage of the Leisure Centre:
How often, on average, do you visit this Leisure Centre?
Less than once per month More than once per month, but less than once per week
Once per week Twice per week
7 2 2 18
Three or more times per week
53
Q7 What type of activities did you take part in today?
Badminton
4
Martial Arts 1 Swimming or Aqua Fit 22
Fitness Suite
36
Squash 7 Swimming lessons
10
Keep Fit / Aerobics / Zumba etc
12
Another Physical Activity
2 A Spectator
14
Five A Side Football 3
Health Suite
24 Other 5
Other, please specify:
• Treadmill
• Child in swim lessons
• Circuits
• Table Tennis
• Gymnastics
• Yogatone
• Boxercise
• Autistic Club
• Triathlon Club
• Bouncy Castle Party
• Aerobiking Class
Page 46 of 116
Q8 Which of these best describes how you are taking part in your MAIN activity today?
An organised class / session / course led by an instructor or coach
As an individual user (not led by and instructor)
As a member of a club or team Spectator Other
22 61 3 14
Other, please specify:
• Kettlebells
• Gymnastics
• Party
• Aerobiking
• Swim Lessons
• Yogatone
• Triathlon
• Treadmill
Q9 Are there any other activities / classes that you would like to take part in at the Leisure facility?
Please list:
• OAP only afternoon swimming
• punchbag
• boxing
• pilates
• yoga
• zumba in evenings to fit around childcare
• more badminton sessions
• boxercise
• aerobikes
• aqua aerobics
• body pump
• classes
• aerobics
• Elvis convention
Page 47 of 116
Please tell us how IMPORTANT to you each of the following things are and how they are PERFORMING: Q10
Staff & Information Very important Important Not very important
Not Applicable
a. Friendliness of staff 49
51
b. Helpfulness of staff
50
50
c. Knowledge of staff
45
47
6
2
d. class schedules Clearly displayed
44
42
7
7
e. Prices clearly displayed
47
33
12
8
f. Pre notification of events
36
35
18
11
Page 48 of 116
Q11
Staff & Information Very good Good Average Poor Very Poor
Not Applicable
a. Friendliness of staff
40
40
20
b. Helpfulness of staff
33
47
19
1
c. Knowledge of staff 38
49
10
1
1
1
d. class schedules Clearly displayed
42
46
4
2
6
e. Prices clearly displayed
38
43
6
3
10
f. Pre-notification of events
41
49
5
5
Page 49 of 116
Please tell us how IMPORTANT to you each of the following things are and how they are PERFORMING: Q12
Facility Presentation Very important Important Not very important
Not Applicable
g. Cleanliness of changing rooms/toilets 62
32
1
4
h. Temperature/quality of pool water* 43
34
4
19
i. Disabled access 47
29
3
21
j. Feeling of safe environment 51
36
7
6
k. Quality of fitness/gym equipment*
42
34
24
l. Quality of other equipment used 50
39
2
9
Page 50 of 116
Q13
Facility Presentation
Very Good Good Average Poor
Very Poor Not Applicable
g. Cleanliness of changing rooms/toilet
12
47
31
1
1
8
h. Temperature/quality of pool water*
12
46
8
5
29
i. Disabled access
16
23
21
12
28
j. Feeling of safe environment
21
48
28
1
2
k. Quality of fitness/gym equipment*
19
32
12
2
3
32
l. Quality of other equipment used
22
54
13
11
Page 51 of 116
Please tell us how IMPORTANT to you each of the following things are and how they are PERFORMING: Q14
Value for Money Very important
Important Not very important
Not Applicable
m. Enjoyment of the activity/ 55
40
2
3
n. Value for money from the activity 50
44
6
o. Catering/vending value for money 19
28
11
42
Q15
Value for Money
Very Good
Good
Average
Poor
Very Poor
Not Applicable
m. Enjoyment of the activity/
34
59
4
3
n. Value for money from the activity
34
43
15
8
o. Catering/ vending value for money
10
9
28
4
5
44
Page 52 of 116
Q16 How would you like to receive information about Leisure activities?
Online 27
Posters/banners 50 Youth Groups
3
Radio 13
Billboards/buses 5 Other 3
Local press 6
Cinema/Tv 1
Please specify:
• Heard from family
• RCT intranet
• Relatives informed me
Page 53 of 116
Q17 Any suggestions?
Please list:
• more aerobiking classes – day and evening
• more aerobiking classes at lunchtime
• more aerobiking classes as they’re always full
• new power plates installed
• gym equipment takes too long to be repaired
• new weights downstairs
• plastic cups in the gym again
• keep downstairs gym open at all times
• improve downstairs gym – quality of equipment and room are very poor
• more machines upstairs
• new weights equipment
• better downstairs gym
• have proper gym timetable
• more weekend gym hours
• add disabled gym equipment like MSSC
• better access to the toilets from gym
• more benches in gym
• lift to gym
• clean the tiles in health suite and finish tiling in ladies changing room
• family changing area
• new carpet in sauna
• stop people shaving
• women only sauna
• clean the dirty health suite
• new lockers in sauna as they don’t work
• clean sauna showers – disgraceful
• make health suite ticket cheaper
• improve sauna suite and showers
• more seats in pool viewing area
• somewhere to sit after swimming – better café area with sandwiches
• please clean changing rooms more frequently
• new hairdryers in male changing rooms – have not worked for long time
• new hairdryers in male and female changing rooms
• better swimming times for customers in mornings
• improve toilets in changing rooms
• better continuity of swim instructors
• late opening on weekends
• better, quicker, tills
• faster, more reliable reception tills
• cheaper monthlies for workers as it is the most expensive in area and not the best facilities
• have organised football every week, not just in holiday time new football net
• if you have a monthly and play football, have 1/10 off the cost of monthly
• regular bouncy castle sessions
• more term time activities for children
• trampoline sessions
• please revert back to old ‘hi 5 scheme’
• start evening classes for aerobics again
• more classes for women
• modify building – could do with refurbishment
• parking is good but ensure cars park in bays and not right in front of building
• more information through the press as I am not computer literate
• keep squash courts clean
Page 54 of 116
Age groups:
Under 20
20-25 26-31 32-37 38-43 44-49 50-55
6 3 2 6 9 5 5
56-61
62-67 68-73 74-79 80+
1
Q18 Gender:
Male
Female
25
12
Q20 To Which Ethnic Group Do You Belong?
British
26 Irish 1 White and Asian
Caribbean
English White and black Caribbean
Indian African
Scottish 1
White and black African
Pakistani Chinese
Welsh 9
Bangladeshi Any other Ethnic group
Page 55 of 116
Q21 Means of Transport:
What was the main method of transport you used to get here today? (The main method is that by which you travelled the longest distance)
Car or motorcycle Walked all the way Public transport Other, including bicycle
28
8 1
Q22 How long did this journey take today? (Approximate time in minutes for the one-way single journey)
0 – 5 minutes 11 – 15 minutes 21 – 30 minutes Over 45 minutes
14
14 1
6 – 10 minutes 16 – 20 minutes 31 – 45 minutes
7 1
Q23 Did you come here today…………….?
Straight from home
Straight from work or college
Other, e.g. shopping
28
8 1
Q24 Occupation:
Which of the following best describes your current work situation?
Working full time (30+ hours a week)
16 Retired 3 Housewife / husband full/t
2
On government work training programme
Working part/t(less than 30 hrs a week)
4
Unable to work Unemployed 5
In full time education or part-time education
7
Page 56 of 116
User Profile and Satisfaction Survey Results 2011 Please insert figures in the template below;
Leisure Facility: Aberdare Swimming Pool
Dates survey was undertaken: September/October 2011
Total number of people surveyed: 100
Time of Arrival:
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
12 + 5 earlier
10 15 20 13 18 7
Time of Departure:
7:30 – 9:30 am
9:31 am – 11:30 am
11:31 am – 1:30 pm
1:31 – 3:30 pm
3:31 – 5:30 pm
5:31 – 7:30 pm
7:31 – 10:00 pm
9 10 15 24 8 15 18
Q1: At what times would you like to use the centre? (AM)
Mon Tues Wed Thurs Fri Sat Sun
Before 7am 1 1 1 1 1
7-8am 3 4 3 3 3 2 3
8-9am 11 10 10 10 10 10 10
9-10am 3 1 1 1
10-11am 3 2 2 2 2 1 1
11-12pm 1
12-1pm 1 1 1 1 1 1
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Q2: At what times would you like to use the centre? (PM)
Q3 Leisure / Membership Card:
Yes No
Do you have a MoreCard ? 63 37
Q4 If no, why don’t you?
Provide a list of the comments received….. Only participate in classes Martial arts not centre run
Q5 If Yes, Which Type?
More Max DD 15
More Max Cash 12
More Value DD 4
More Value Cash 11
More Discount 10
More Corporate Card 1
More Family Card 3
More Value Annual 2
Q6 Usage of the Leisure Centre:
How often, on average, do you visit this Leisure Centre?
Less than once per month
More than once per month, but less than
once per week Once per week Twice per week
5 25 18 17
Three or more times per week
35
Mon Tues Wed Thurs Fri Sat Sun
1-2pm 4 3 3 3 3 1 2
2-3pm 1 1 1 1 1 3 2
3-4pm 1
4-5pm 2 1 1 1 1 1
5-6pm 1 1 1 1 1 1 2
6-7pm 5 7 5 6 5 5 5
7-8pm 3 3 3 3 3 2 2
8-9pm 1 1 1 1 1
9-10pm 3 2 3 2 3 1 1
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Q7 What type of activities did you take part in today?
Badminton 4 Martial Arts Swimming or Aqua Fit 45
Fitness Suite 11 Squash 1 Swimming lessons 23
Keep Fit / Aerobics / Zumba etc 5
Another Physical Activity
1 A Spectator
25
Five A Side Football 1 Health Suite 10 Other 20
Other, please specify: Diving Lessons 9 Ballet 1 Water polo 2 Aqua Tots / Baby Swim 5
Q8 Which of these best describes how you are taking part in your MAIN activity today?
An organised class / session / course led by an instructor or
coach
As an individual
user (not led by and
instructor) As a member of a
club or team Spectator Other
15 19 40 21
Other, please specify:
Q9 Are there any other activities / classes that you would like to take part in at the Leisure facility?
Please list:
Swim with Scooters 1 No Schools Swimming 7 More Adult Lane Swim 1 Aqua Babes class 5 Dryers for Bathers 1 Please tell us how IMPORTANT to you each of the following things are and how they are PERFORMING: Q10 Staff & Information Very
important Important Not very
important Not Applicable
a. Friendliness of staff 83 4 b. Helpfulness of staff 43 4 c. Knowledge of staff 84 4 d. class schedules Clearly displayed 82 4 e. Prices clearly displayed 82 24 f. Pre notification of events 83 3 1
