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In terms of customer satisfaction, we received a total of 27 customer complaints of<br />
which 82% were responded to within the specified timescales.<br />
With the new General Manager in post, there is recognition that in 2010/11 more<br />
qualitative methods of customer consultation haven’t been in place. Therefore, it is<br />
intended to host a number of customer forums in order to gauge customer perceptions<br />
and views of the facilities. The initial consultation will be held in October and then from<br />
there they will be held quarterly.<br />
We are also committed to developing stronger links with CEF groups in the area to gauge<br />
the type of activities required and to help drive up participation in sport and physical<br />
activity within community settings.<br />
3.5 Performance measures<br />
From April, an agreed set of performance measures has been compiled. The 2010/11<br />
KPI report was submitted to <strong>Selby</strong> <strong>District</strong> <strong>Council</strong> in July 2011 and has been inputted<br />
onto the Covalent System.<br />
It is proposed that subject to discussion, these performance indicators will provide<br />
effective customer intelligence regarding throughput allowing us to shape future service<br />
delivery. This data will be useful for us to assess trends and plan future activity<br />
programmes.<br />
In terms of national data, The Active People Survey (version 4) and Sport England’s<br />
NI8, showed a small decrease in the number of adults participating in 3 x 30 mins<br />
physical activity per week (23.5%). This is compared to the previous Active People<br />
Survey, which was 25%, illustrated in the table below.<br />
2006/07 2008 2009 2010<br />
NI 8 – Adult<br />
Participation<br />
in Sport<br />
<strong>Selby</strong><br />
20.0 25.6 25.7 23.5<br />
Actual<br />
Yorkshire 20.20 20.80 21.30 22.8<br />
All England 21.10 21.33 21.50 21.8<br />
The closures of both Abbey Leisure Centre for modernisation and Tadcaster Leisure<br />
Centre for maintenance works during the data collection period has had an adverse<br />
effect on participation but we expect the position to significantly improve with the<br />
popularity of the refurbished facilities. Generally, attendances have been below target<br />
in terms of attendances contained within the annual KPI Review Report, however, many<br />
of the objectives outlined within the plan will drive up levels of participation.<br />
3.6 Health and Fitness<br />
9<br />
138
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