Moving Communities - Customer Experience Survey 2024
Thank you for participating in this survey.
Some of the questions in the survey will ask for your ethnicity and health data, this information will be used to understand the profile of individuals completing the survey and whether there may be similarities or differences in responses among different profiles. This sensitive information about you 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. If you prefer not to provide this information, there is a ‘prefer not to say’ option that you can select.
Questions
Activity and Experience
In this first section, we will ask you about the activities you have done and your experience of using the leisure centre on your last visit.
1. 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)
2. What was the main activity you participated in on your last visit to the leisure centre? Please select only one answer.
Gym
Fitness classes
Swimming
Athletics
Badminton
Basketball
Climbing
Football
Golf
Gymnastics
Horse riding
Ice sports
Outdoor team sports
Personal training
Racquet sports
Sauna/steam or spa
Soft play
Squash
Swimming lessons
Tennis
Trampoline park
3. Overall, during your last visit to the centre, how satisfied or dissatisfied were you with the overall experience? Please select one answer only.
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Quite satisfied
Very satisfied
Don't know
4. 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
Leisure Centre Experience
We now want to ask you about your experience more generally as opposed to your last visit.
5. Thinking about the exercise that you do at the leisure centre, to what extent do you agree or disagree with these statements?
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
Don't know/Not applicable
I find the leisure centre inclusive and welcoming
I see people who are similar to me at the leisure centre
The leisure centre feels safe at the times I'd prefer to use it
6. How important or not are the following to you when visiting a leisure centre?
Very unimportant
Quite unimportant
Neither important nor unimportant
Quite important
Very 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/memberships are value for money
7. How satisfied or dissatisfied are you with the following elements related to your centre?
Very dissatisfied
Quite dissatisfied
Neither satisfied nor dissatisfied
Quite satisfied
Very satisfied
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/memberships are value for money
8. 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
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 any 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 any 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 cost-of-living increases and your future activity plans
12. What impact, if any, has the cost-of-living increase had on your use of sports, leisure and health/fitness facilities over the last 12 months?
Significant negative impact
Some negative impact
Little or no impact
Some positive impact
Significant positive impact
Don’t know
Prefer not to say
Environmental Sustainability
In this section, we would like to ask about environmental sustainability and your views on how this affects your choice of physical activities.
13. How would you rate the importance of environmental sustainability in your sport and physical activity choices?
Very unimportant
Quite unimportant
Neither important nor important
Quite important
Very important
14. To what extent do you agree or disagree that your leisure centre/provider is doing enough to adapt physical activity opportunities to be more environmentally sustainable?
Strongly disagree
Somewhat disagree
Neither agree nor disagree
Somewhat agree
Strongly agree
15. In which of the following ways, if any, does environmental sustainability currently play a role in how you choose the sport and physical activity you take part in? Please select all that apply.
Choosing activities closer to home to reduce travel
Choosing a more sustainable mode of transport to access an activity
Choosing activities that use sustainable equipment
Choosing activities that consume less energy (e.g. outdoor activities that don’t require heating)
Choosing activities with sustainable facilities (e.g. use sustainable surfaces)
Choosing activities that require less equipment or produce less waste (e.g. walking or running)
Choosing providers/facilities/clubs that have strong environmental sustainability policies and practices (e.g. use of renewable energy/recycled rainwater/promoting biodiversity)
Choosing providers/facilities/clubs that contribute to nature conservation
Other (please specify)
Don’t know
Environmental sustainability doesn’t play a role in how I choose my sport and physical activity
16. Are you likely to do any of the following in the future? Please select all that apply.
Choosing activities closer to home to reduce travel
Choosing a more sustainable mode of transport to access an activity
Choosing activities that use sustainable equipment
Choosing activities that consume less energy (e.g. outdoor activities that don’t require heating)
Choosing activities with sustainable facilities (e.g. use sustainable surfaces)
Choosing activities that require less equipment or produce less waste (e.g. walking or running)
Choosing providers/facilities/clubs that have strong environmental sustainability policies and practices (e.g. use of renewable energy/recycled rainwater/promoting biodiversity)
Choosing providers/facilities/clubs that contribute to nature conservation
Other (please specify)
Don’t know
Environmental sustainability doesn’t play a role in how I choose my sport and physical activity
About you
And finally, a few more questions about you.
17. Are you.....? Please select one answer only.
Female
Male
I identify in another way
Prefer not to say
18. How old are you?
16-24
25-34
35-44
45-54
55-64
65-74
75-84
85+
Prefer not to say
19. 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.
20. 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
21. 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
22. 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 Active-Insight on behalf of Sport England. For a copy of our research Privacy Policy please visit https://active-insight.org/downloads/
Submit