Moving Communities - Customer Experience Survey 2023
Thank you for participating in this survey.
Some of the questions in the survey will ask for your ethnicity and health data. This is sensitive information about you and is considered special category data. The lawful basis for collecting any special category data is your explicit consent to do so. Special category data is personal data that needs more protection because it is sensitive. By completing this survey you are giving your explicit consent for us to collect special category data about you.
Questions
To begin, please provide us with some details about you
1. How old are you?
16-24
25-34
35-44
45-54
55-64
65-74
75-84
85+
Activity and Experience
In this first section, we are going to focus on the activities you have done and your experience of using the leisure centre on your last visit.
2. Have you visited the centre in the last month?
Yes
No (This survey is designed to be completed by customers who have used their leisure centre recently. If you wish to give your leisure centre feedback please contact them directly)
3. What was the main activity you participated in on your last visit to the leisure centre? Please select only one answer.
Badminton
Group exercise
Fitness (gym)
Martial arts
Indoor football
Gymnastics
Basketball/volleyball
Swimming or other pool-based activity
Tennis
Netball
Climbing
Spectated a child participating in an activity
Spectated an adult participating in an activity
Other indoor activity
Other outdoor activity
Another type of activity (e.g. non-sporting)
4. Overall, during your last visit to the centre, how satisfied or dissatisfied were you with the overall experience? Please select one answer only
Very satisfied
Quite satisfied
Neither satisfied nor dissatisfied
Quite dissatisfied
Very dissatisfied
Don't know
5. How likely would you be to recommend your centre 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
Please move the slider
6. How important or not are the following to you when visiting a leisure centre?
Very important
Quite important
Not very important
Not at all important
Don't know/Not applicable
Activities are available at convenient times
Activities are easy to book online
There are a wide range of activities available
The centre is clean e.g. changing areas/activity areas
Staff are helpful and friendly
Staff are available to help when I need it
Teaching/coaching staff are suitably qualified for the activities they are involved in
The activities provide me with value for money
7. How satisfied or dissatisfied are you with the following elements related to your centre?
Very satisfied
Quite satisfied
Neutral
Quite dissatisfied
Very dissatisfied
Don't know/Not applicable
Activities are available at convenient times
Activities are easy to book online
There are a wide range of activities available
The centre is clean e.g. changing areas/activity areas
Staff are helpful and friendly
Staff are available to help when I need it
Teaching/coaching staff are suitably qualified for the activities they are involved in
The activities provide me with value for money
8. Which method(s) of transport did you use on your last visit to the leisure centre? Please select all that apply.
Driving (either yourself or somebody driving you)
Public transport (e.g. bus/train etc.)
Walking
Cycling
Other
Activity levels
In this section, we are going to ask you some questions about your activity levels
9. In the past week, on how many days have you done a total of 30 minutes or more of physical activity, which was enough to raise your breathing rate? This may include sport, exercise and brisk walking or cycling for recreation or to get to and from places but should not include housework or physical activity that is part of your job. Please select one answer only
0 days
1 day
2 days
3 days
4 days
5 days
6 days
7 days
10. In the past week, on how many days have you done a total of 30 minutes or more of physical activity, which was enough to raise your breathing rate, within the leisure centre and its grounds e.g. any courts, pitches etc? Please select one answer only
0 days
1 day
2 days
3 days
4 days
5 days
6 days
7 days
11. In the past week, on how many days have you done a total of 30 minutes or more of physical activity, which was enough to raise your breathing rate, outside of the leisure centre and its grounds e.g. any courts, pitches etc? This may include sport, exercise and brisk walking or cycling for recreation or to get to and from places but should not include housework or physical activity that is part of your job. Please select one answer only
0 days
1 day
2 days
3 days
4 days
5 days
6 days
7 days
Impact of your local leisure centre and the cost-of-living increase on your health and activity levels
In this section, we are going to ask you some questions about the impact of your local leisure centre and the cost-of-living increase on your health and activity levels
12. To what extent do you agree or disagree with the following statements? Please select one answer per statement.
Strongly agree
Tend to agree
Tend to disagree
Strongly disagree
Don't know
Even if I can't go to the leisure centre I am usually still motivated to be active
If I can't go to the leisure centre I am less active
I use the leisure centre to manage my mental health and wellbeing
I use the leisure centre to manage my physical health and wellbeing
I exercise more intensely when I'm doing an activity in an informal setting (e.g. at home/in a park etc.) than when I'm doing an activity at the leisure centre
I prefer exercising at the leisure centre to exercising in a more informal setting (e.g. at home/in a park etc.)
13. What impact, if any, has the cost-of-living increase had on your ability to be active? (For instance, working longer hours or having less disposable income to pay for memberships, equipment, fees etc.)
Significant negative impact
Some negative impact
Little or no impact
Some positive impact
Significant positive impact
Don’t know
Prefer not to say
14. What impact, if any, has the cost-of-living increase had on your use of sports, leisure and health/fitness facilities?
Significant negative impact
Some negative impact
Little or no impact
Some positive impact
Significant positive impact
Don’t know
Prefer not to say
Future
In this section, we would like to ask about your future plans for exercise and activity
15. Thinking about the future, to what extent do you agree or disagree with the following statements? Please select one answer per statement.
Strongly agree
Tend to agree
Tend to disagree
Strongly disagree
Don't know
In the next six months - I intend to exercise at least once a week at the leisure centre
The leisure centre does not play a significant role in the lifestyle I want to live
I intend to exercise more often at the leisure centre than in more informal settings (e.g. at home/in the park etc.)
I intend to exercise at the leisure centre more often than I did last week
About you
And finally, a few more questions about you.
16. Are you.....? Please select one answer only
Female
Male
I identify in another way
Prefer not to say
17. Please enter your postcode. Please note that the data will only be used to track the geographical areas where users are based, and not to identify any individuals.
18. The Chief Income Earner is the person with the largest income, whether from employment, pensions, state benefits, investments or any other source. If two or more related people in the household have equal income, please think of this question with the oldest in mind. The Chief Income Earner can be of either sex, with no preference to either. Please indicate which one of the following best describes the profession of the chief income earner in your household? Please select one answer only.
High managerial / administrative or professional e.g. doctor/lawyer/medium or large company director (50+ people)
Intermediate managerial / administrative or professional e.g. teacher/manager/accountant
Supervisor / administrative or professional e.g. policeman/nurse/secretary/self-employed
Skilled manual worker e.g. mechanic/plumber/electrician/lorry driver/train driver
Semi-skilled or unskilled manual worker e.g. waiter/factory worker/receptionist/labourer
House-wife / house-husband
Unemployed
Student
Retired
19. Do you have a longstanding physical or mental condition or illness that has lasted or is likely to last 12 months and which has a substantial adverse effect on your ability to carry out day-to-day activities? Please select all that apply
Yes- physical condition or illness
Yes- mental condition or illness
Yes - other
No
Prefer not to say
20. To help us monitor our equal opportunities policy, please indicate to which of these groups you consider that you belong. Please select one answer only.
White - White British
White - Irish
White - Gypsy or Irish Traveller
Any other White background
Mixed/multiple ethnic groups - White and Black Caribbean
Mixed/multiple ethnic groups - White and Black African
Mixed/multiple ethnic groups - White and Asian
Any other Mixed/multiple ethnic background
Asian/British Asian - Indian
Asian/British Asian - Pakistani
Asian/British Asian - Bangladeshi
Asian/British Asian - Chinese
Any other Asian/Asian British background
Black/African/Caribbean/Black British - African
Black/African/Caribbean/Black British - Caribbean
Any other Black/Black British background
Other ethnic group - Arab
Any other ethnic group
Prefer not to say
End of survey
Thank you for completing the questionnaire. Please note that all data collected via this survey will be kept securely, only used for the purpose of this research, and destroyed within 6 months of collection. This survey has been created by Leisure-net Solutions on behalf of Sport England. For a copy of our research Privacy Policy please visit https://leisure-net.org/privacy-policy/
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