Leisure Centres Facilities
Customer Service Standards Survey
Some Helpful Hints Before Starting
Please read each question carefully and tick a box to indicate your answer. You only need to tick one box per question.

If you would like to make any additional suggestions or comments please type them in the box provided.

Once you have finished please take a minute to check you have answered all the questions that you should have answered.

If you have, just click on the submit button and your response will be sent to us.

If you have any queries about the questionnaire or what the information will be used for please do not hesitate to contact the Leisure Services Team by telephoning 01509 263151 or by e-mail at consultation@charnwood.gov.uk
Visiting Charnwood Borough Council Leisure Centres
How often do you visit each of the following Leisure Centres?  
(please tick üone choice only per row).
  Daily   At least once a week   At least once a month   Rarely   First Time   Never
Loughborough Leisure Centre          
Soar Valley Leisure Centre          
South Charnwood Swimming Pool          
What matters to you?
Please tell us how important each of the following are by rating them -  with 1 being Not Important at all and 10 being Very Important                                      
(please tick üone choice only per row).
  1     2   3   4   6   7   8   9   10
The helpfulness of staff.                
The friendliness of staff.                
The cleanliness of facilities.                
The availability of lockers.                
Sports activities being available on time.                
The swimming pool water temperature.                
Speed of service at reception.                
Telephone response times                
Other*                                                 (please tick üand write in below)                
How are we doing?
(Only answer this section if you have visited one of our Leisure Centres).
In our Customer Charter, we have set out a number of standards that you can expect us to meet when you visit one of our Leisure Centre's

For each of these standards, please tell us whether or not you are satisfied that we are achieving it.                                  (please tick üone choice only per row).
We will... provide an efficient friendly service to all customers, we will be polite helpful and treat all customers equally
 
 
 
 
We will... ensure that facilities are maintained to a high standard of cleanliness at all times.
 
 
 
 
We will... undertake regular maintenance on customer lockers to ensure sufficient numbers are available to meet customer demands.
 
 
 
 
We will... answer all incoming telephone calls within 30 seconds.
 
 
 
 
We will... deal with all enquiries at our reception desk promptly, politely and efficiently
 
 
 
 
We will... aim to maintain the swimming pool water temperature at 30 degrees centrigrade at South Charnwood Swimming Pool in Syston.
 
 
 
 
We will... aim to maintain the swimming pool water temperature at 30 degrees centrigrade at Soar Valley Leisure Centre, Mountsorrel.
 
 
 
 
We will... aim to maintain the swimming pool water temperature at 29 degrees centrigrade at Loughborough Leisure Centre Main Pool
 
 
 
 
We will... aim to maintain the swimming pool water temperature at 30.5 degrees centrigrade at Loughborough Leisure Centre Training Pool
 
 
 
 
There are also some general standards that all our services abide by. Please tell whether or not you are satisfied that we are achieving these.
  Very Satisfied   Satisfied   Dissatisfied   Very                Dissatisfied   Don't Know
The overall service provided at our leisure centres is of good quality.        
Overall, our leisure centres provide a service that is of a consistent quality.        
We are responsive to the needs and expectations of our customers?        
The service is easily accessible for all.        
This service is good value for money.        
Getting in Touch
In our Customer Charter, we have said that when you contact the council we will aim to do the following things.

For each of the following statements, please tell us whether or not you are satisfied that we are doing what we have said we will do.
When you contact us by telephone we will answer your call within 30 seconds.
(Please tick üone box only)
 
 
 
 
When you visit us we will acknowledge you and the reason for your visit within 3 minutes.
(Please tick üone box only)
 
 
 
 
When you write to us by letter, e-mail or fax we will reply to you within 10 working days.
(Please tick üone box only)
 
 
 
 
When you complain about an aspect of the service we will reply to you within 15 working days. (Please tick üone box only)
 
 
 
 
We will respect all customers and will always be polite, helpful and professional.
(Please tick üone box only)
 
 
 
 
We will ensure all customers are treated fairly and will try to provide, wherever possible, different ways to deliver our services to meet the needs of individual customers such as different languages, Braille, audio tape, large print, or home visits. (Please tick üone box only)
 
 
 
 
We will ensure that the information you provide is treated confidentially and share that information with other services so you don't have to give us the information again.                           (Please tick üone box only)
 
 
 
 
We will ensure enquiries are dealt with promptly and efficiently and, wherever possible, ensure that your enquiry is dealt with by the first person you contact. (Please tick üone box only)
 
 
 
 
Any Other Comments
Citizens Panel
If you would like to Have Your Say about the Council and the services it provides on a more regular basis you can do so by joining the Councils Citizens Panel. The Panel is a group of residents who are consulted on different issues via postal questionnaire, e-mail, telephone and discussion groups.
If you would like an application form for the Citizens Panel or some more information please tick the box to your right and give us your contact details  
Monitoring Diversity
As a council we are committed to ensuring that everyone is treated fairly and has an equal opportunity to participate and have their say.

By monitoring who is completing surveys we can identify where specific groups of people are not taking part and then explore why this is the case. It may be that they don't want to be involved or it might be because the way in which we work has excluded them. It can also help us to identify where certain groups are having common problems that other groups aren't having.

The categories listed below are the national standard and allow us to compare our results to those of other councils across the country.
Are you ..?  (Please tick üone box only)
 
Do you or the person/group you are representing have any long standing illness(es), disability(ies) or infirmity(ies)? (long standing means anything that has troubled you over a period of time or that is likely to affect you over a period of time).
(Please tick üone box only)
 
Yes
No
To which of these groups do you consider you belong to? (Please tick üone box only)
 
Thank you very much for taking part in this survey.

The results will be analysed and used to help us to produce a number of key service standards. These will be advertised with details of how we will monitor our performance and report                  back to you.
 
http://www.snapsurveys.com/