NATIONAL BENCHMARKING SERVICE FOR SPORTS 
AND LEISURE CENTRES 
 
 
 
FACILITY REPORT 
FOR 
HADLEY STADIUM 
 
 
 
 
 
 
Prepared by the  
Sport Industry Research Centre, Sheffield Hallam University 
 
 
December 2009 
 
 
 

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NATIONAL BENCHMARKING SERVICE FOR SPORTS AND 
LEISURE CENTRES 
 
CONTENTS 
 
  
Page
 
1. INTRODUCTION 
 1 
 
 
2. 
THE USER SURVEY SAMPLE 
 2 
 
3. 
SUMMARY OF PERFORMANCE FOR HADLEY STADIUM 
 4 
 
4. 
MAP OF CATCHMENT AREA AND POPULATION STATISTICS 
10 
 
5.  
RESULTS: CURRENT PERFORMANCE  SCORES FOR HADLEY 
12 
STADIUM 
•  KEY INDICATORS 
•  OTHER IMPORTANT INDICATORS 
•  SATISFACTION AND IMPORTANCE TABLES 
 
 
APPENDIX 1: USER SURVEY FREQUENCY DISTRIBUTIONS 
32 
 
 
 
 

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NBS REPORT FOR HADLEY STADIUM 
 
1 INTRODUCTION 
 
1.1 
This report has been produced by Sport England’s National Benchmarking Service 
for Sports and Leisure Centres (hereafter referred to as ‘NBS’) for Hadley Stadium, 
which is run by Sandwell Leisure Trust on behalf of Sandwell MBC. The report has 
been compiled by staff from the Sport Industry Research Centre (SIRC) at 
Sheffield Hallam University.   
 
1.2  
Before investigating the details of performance for Hadley Stadium in this report, 
please read the accompanying Guidance document to accompany facility reports.  
 
1.3 
The data in this report are based upon a survey of 614 users of the centre between 
September and October 2009, conducted by Leisure Net Solutions; and a financial 
return based on the year 1st April 2008 to 31st March 2009. The user survey and 
financial return are supplemented by catchment area data provided by the 
University of Edinburgh.  A catchment area map is provided in section 4 of this 
report. 
 
1.4 
Hadley Stadium is classified as being a ' dry with outdoor' centre which means that 
it has an indoor sports hall which could accommodate at least 4 badminton courts 
as well as outdoor provision. The actual floor space of the centre is 2,155m2 which 
means that it is benchmarked against comparable centres with a total floor space of 
1,500m2 to less than 3,000m2 (that is medium sized centres) and it has 1,846m2 of 
usable space.  The catchment area has a relatively high proportion (21.42%) of 
residents from NS-SEC 6&7, representing the most disadvantaged people in society.  
The centre is managed by a trust. In brief the benchmarking 'families' used for 
Hadley Stadium are: 
 
•  dry with outdoor (benchmark family of 11 centres)     
•  20%+ of catchment population in NS-SEC 6 & 7 (benchmark family of 21 
centres)  
  
•  1500 to < 3000 sq.m. (benchmark family of 35 centres)  
  
•  Trust (benchmark family of 42 centres)  
 
 
1

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2.  
THE USER SURVEY SAMPLE 
 
Figure 1: Hadley Stadium User Survey Characteristics 
 
 
Note:  The survey instrument groups respondents according to the NS-SEC  classification, 
 as used in the 2001 Census and now used as standard in all government surveys. 
 
2.1 
The broad nature of the 614 people who took part in the survey is shown in Figure 
1.  The primary purpose of the data in Figure 1 is for calculating performance 
indicator scores for comparison against benchmarks, whilst a secondary purpose is 
to provide important stakeholders with an overview of the user survey sample.  
Venue managers should reflect on the data and qualify the extent to which they are 
truly representative of the customer base (221,744 visits in 2008/09).  It should be 
emphasised that any performance indicator scores dependent on the user survey 
findings are governed by the accuracy of the sampling in this survey. 
 
2.2 
A further test of representativeness is 'internal representativeness', that is the extent 
to which the respondents to the user survey truly reflect the balance of the 
programme and usage of the venue.  Some key indicators in this regard are shown 
in Figure 2. 
 
 
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Figure 2: Hadley Stadium User Survey Balance of Use 
 
 
 
2.3 
79% of respondents took part in a sport activity during the NBS survey period 
whilst the rest participated as a spectator or in a non-physical activity. Using fitness 
equipment was the most frequently stated main activity by survey respondents, 
accounting for a third of the main activities undertaken during the survey period.  
Given the distribution of activities undertaken, it is not surprising that the main hall 
and gym/fitness centre were the most utilised areas of the facility.  It is important 
that managers are able to confirm that the distribution of the users is broadly in line 
with the centre's overall usage patterns.  The majority of activities undertaken were 
casual (65%) rather than instructor led or club usage.  Half of the respondents had 
some form of leisure card which gave them reduced price admission to the centre. 
39% of discounted admissions made via leisure cards were by people with some 
form of disadvantage. 
 
2.4 
Assuming that the surveys were conducted randomly and that the user profile 
accurately reflects the centre's customer base, we now consider the centre's 
performance against a series of performance indicators and family specific 
benchmarks.  
 
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3. 
SUMMARY OF PERFORMANCE FOR HADLEY STADIUM 
 
3.1 
The centre's performance is reported in two main parts.  First, for key indicators 
and other access, finance and utilisation indicators, the centre's performance is 
reported relative to their 2009 national benchmarks.  Second, for satisfaction and 
importance scores from customers, the centre's performance is analysed by gap 
analysis and grid analysis.  We conclude the summary with our perception of the 
main strengths, weaknesses and factors to watch out for at this centre. 
 
Performance relative to national benchmarks 
 
3.2 
The reference points for the performance for each indicator are the four quartiles 
and three benchmarks identified in the General Guidance Document (page 8) which 
accompanies this report.  This positioning has been judged by the NBS analysts by 
examining 'average' performance across the four family comparisons.  The four 
comparisons for each indicator are in the detailed performance results in Section 5 
of this centre report.  
 
3.3 
The seven facility performance indicators which were proposed for the CPA in 
2007 have been retained as key indicators for NBS reporting.  This is because they 
are a good indication of national government priorities for sports facilities.   
 
 
Key indicators 
Bottom 
2nd 
3rd 
Top 
Key indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
11-19 years 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
NS-SEC 6&7 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Ethnic minorities 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
60+ years 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Disabled <60 years 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Subsidy per visit 
50% 
50% 
50% 
50% 
50% 
50% 
50% 
Visits per m2 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
 
3.4 
One of these key indicators, visits per square metre, is calculated differently to its 
equivalent in the utilisation indicators below.  For the key indicator, the square 
metres of indoor space used in the calculation excludes corridors and offices.  In 
the utilisation indicators part of Section 5 of this report, and in the utilisation 
summary below, the visits per square metre indicator includes corridors and offices 
in the square metres.   Furthermore, the centre had actual central establishment 
charges which were zero and in the financial return you estimated what they would 
have been if they had been charged - the key indicator subsidy per visit calculation 
includes these estimated central establishment charges in the total costs.  In the 
 
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financial indicators part of Section 5 of this report, and in the financial summary 
below, the subsidy per visit indicator is measured by using actual costs, including 
zero central establishment charges for your centre. 
 
3.5 
Two of the key indicator scores, two access indicators and one efficiency indicator, 
are at or above the 75% benchmark level.  One, however, for disabled under 60 
years, is at its bottom quartile level.  This is the result of under-representation of 
visits to the centre by the disabled under 60 years (3%), when compared with their 
proportion in the catchment area (11%).  
 
 Access 
 
Bottom 
2nd 
3rd 
Top 
Access indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Females 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
11-19 years 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
20-59 years 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
60+ years 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
NS-SEC 6&7 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Ethnic minorities 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Disabled <60 years 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Disabled 60+ 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Unemployed 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Discount card holders 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
Disadvantaged card holders 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
First visits 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
 
3.6 
When considering the wider set of access indicators, rather than just the five in the 
key indicators, the picture is of mixed access performance with some clear 
strengths.  It is important to stress that not all the access groups identified are likely 
to be important to a social inclusion agenda.  Four of the groups which might be 
seen as important to social inclusion are located at the 50% benchmark level or 
above (11-19 years, NS-SEC 6&7, the unemployed, and disadvantaged card 
holders), but four which are relevant to social inclusion are below their 50% 
benchmark performance levels (60+ years, ethnic minorities, disabled under 60, 
and disabled 60+). The relative position of females, in the bottom quartile, would 
not normally be a cause for concern, but for Hadley Stadium, they comprise only 
27% of the total visitors - which is well below the industry norm. Two other 
indicators are  at or above the 75% benchmark, but these groups are not normally 
considered relevant to social inclusion, because people in these groups are not 
necessarily disadvantaged (first visits and discount card holders). 
 
 
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 Financial 
Bottom 
2nd 
3rd 
Top 
Financial indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Subsidy per visit 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Cost recovery 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Subsidy per m2 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Subsidy per resident 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Operating cost per visit 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Operating cost per m2 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Maintenance & repair cost per m2 
50% 
50% 
50% 
50% 
50% 
50% 
50% 
Energy cost per m2 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
Income per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Income per m2 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Direct income per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Secondary income per visit 
50% 
50% 
50% 
50% 
50% 
50% 
50% 
 
3.7 
Financial performance is rather weak relative to the benchmarks, with cost recovery 
and two subsidy indicators in their second quartiles.  All the subsidy scores in this 
summary table and in the other indicators figures in Section 5 are calculated using 
the actual costs, rather than including any estimated central establishment costs.  
The main factor which constrains this financial performance is very low income per 
visit, despite the fact that operating cost per square metre and visits per square 
metre are reasonably good, in their third quartiles. It is relevant to note that 
satisfaction with entrance charges and value for money of activities are tenth and 
eighth in the satisfaction rankings, with average customer scores of 4.09 and 4.10 
out of 5 respectively. Value for money of activities is also among the largest 
importance-satisfaction gap and 8% of respondents were dissatisfied with it - see 
below.  Together these considerations suggest that the activity prices are not near to 
the limit of acceptability for customers.  
 
 
 Utilisation 
Bottom 
2nd 
3rd 
Top 
Utilisation indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Visits per m2 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
% of visits that are casual 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Weekly number of people 
visiting 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
 
3.8 
The main throughput indicator, visits per square metre, is measured in the 
utilisation summary table and in the other indicators' figures in Section 5 by using 
the total indoor floor space of the centre.  This indicator performs at the third 
quartile level, the simple product of a reasonably high number of annual visits for a 
centre of this size.  Meanwhile, the weekly number of people visiting performs at 
 
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the top quartile, suggesting an excellent market penetration in the local catchment 
population.  The percentage of visits which are casual (65%) is relatively low by 
industry standards but whether or not this level of casual use is appropriate depends 
on the targeting and programming policies of the centre. 
 
Satisfaction with and importance of attributes 
 
 Gap 
analysis 
 
3.9 
The tables below identify five attributes with the largest gaps between importance 
and satisfaction, by mean scores or by ranks. These gaps signal the attributes with 
the most potential to represent problems, although it should be emphasised that no 
attribute has a satisfaction score of less than three, the neutral score (neither 
satisfied nor dissatisfied), so there are no absolute problems among the attributes 
scored in the user survey.  
 
 
Mean score gaps  
Attribute 
Importance 
Satisfaction 
Gap 
 Quality of equipment   
 4.71   
 4.01   
 0.70   
 Quality of lighting in the sports hall   
 4.50   
 3.82   
 0.68   
 Cleanliness of changing areas   
 4.64   
 3.99   
 0.65   
 Value for money of activities   
 4.67   
 4.10   
 0.57   
 Cleanliness of activity spaces   
 4.62   
 4.09   
 0.53   
 
 
Rank gaps  
Attribute 
Importance 
Satisfaction 
Gap 
 Quality of equipment   
 1   
 12   
 -11   
 Cleanliness of changing areas   
 4   
 13   
 -9   
 Value for money of activities   
 2   
 8   
 -6   
 Cleanliness of activity spaces   
 6   
 9   
 -3   
 Quality of lighting in the sports hall   
 12   
 15   
 -3   
 
3.10 
The same attributes feature in both the tables above. The second table demonstrates 
that four of the attributes are among the most important to customers. However, 
most of the gaps featured are small compared with other NBS centres, except for 
the top two rank gaps. Quality of equipment shows the largest gaps whether 
measured by mean scores or rankings - one in ten respondents were dissatisfied 
with this attribute (See Appendix, Q12g). The appearance of cleanliness of the 
changing areas among the largest gap scores is not unusual for sports facilities.  
From the frequency distributions in the appendix, it is apparent that 8% of 
respondents were dissatisfied with the cleanliness of the changing areas, whilst 4% 
were dissatisfied with the cleanliness of activity spaces (Appendix Q12m and n) - 
these are low levels of dissatisfaction compared with other NBS centres. Other 
higher levels of dissatisfaction include 14% for quality of lighting in the hall (Q12f), 
 
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8% for value for money of activities (Q12r) and 10% for value for money of food 
and drink (Q12s).  So any problems are not absolute, but relative - the satisfaction 
scores falling short of the importance scores - and minorities of customers are 
dissatisfied. 
 
 Grid 
analysis 
 
3.11  The grid analysis reveals five attributes which are in the quadrant for high 
importance and low satisfaction: the two cleanliness attributes, the equipment 
quality, value for money of activities and the activity charge - these are normally 
the attributes most immediately deserving of managerial attention.  Low 
satisfaction relative to other attributes is also evident for the food and drink 
attributes, car parking on site, and the quality of lighting in the sports hall, but these 
are relatively low in importance too.  They may, however, have commercial 
implications - i.e. constraining income to a greater or lesser extent. 
 
3.12 
Comparison of the centre's satisfaction scores with industry averages, provided by 
the final satisfaction table in Section 5 of this report, shows that the centre is 
marginally above the industry average overall satisfaction for dry centres, at 4.27 
out of 5, and exceeds industry average scores for six of the 16 individual attributes.  
The main exception is the hall lighting, where the centre's score lags significantly 
behind the industry average. However, it should be noted that different satisfaction 
scores in different locations will be caused not only by real differences in 
satisfaction but also by differences between locations in their generosity of scoring. 
 
 
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Weaknesses in service attributes, as perceived by customers 
 
3.13  Putting together the results of the gap analysis and grid analysis, the weakest 
attributes are shown in the following table.   
 
 
 
Relatively weak attributes 
Evidence 
Primary 
Equipment quality  
Relatively large gaps and relatively high 
weaknesses 
Cleanliness of changing areas 
in importance 
Secondary 
Quality of lighting in the sports hall 
Absolutely low satisfaction but 
weaknesses 
Quality of food & drink 
relatively low in importance 
Value for money of food & drink 
 
 
Strengths in service attributes, as perceived by customers 
 
3.14  Combining the results of the grid analysis and the satisfaction scores, the table 
below summarises the strongest attributes.  A mixture of attributes are in the top 
five satisfaction rankings and two are also in the top five for importance rankings - 
a desirable correlation.  
 
 
Relatively strong attributes 
Evidence 
Primary 
Activity available at convenient times  
In top five satisfaction scores; 
strengths 
Helpfulness of reception staff  
relatively high in importance 
Helpfulness of other staff  
Secondary 
Quality of car parking on site  
In top five satisfaction scores but not 
strengths 
Ease of booking 
high in importance 
 
Main strengths and weaknesses 
 
3.15 
As a result of the analysis above, we conclude that the main strengths, weaknesses 
and factors to watch for at this centre are as shown in the following table. 
 
Strengths 
Three access indicators; operating cost per visit; weekly 
number of people visiting; staff; car park attribute; availability 
of activity 
Ones to watch 
Cost recovery; cleanliness; equipment quality; hall lighting 
Weaknesses 
One access indicator; income per visit 
 
 
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4.  
MAP OF CATCHMENT AREA AND POPULATION STATISTICS 
 
4.1 
The catchment area shown in this map is defined as the area within which Hadley 
Stadium attracts more visitors than any other centre, i.e. the area within which 
Hadley Stadium is the dominant supplier.  On the next page are key population 
statistics for the catchment area. 
Sport England Benchmark Service
Hadley Stadium
Smeth
Sm
Sme
Sm t
e w
ethh
eth ic
w i
w k
ic
Smethw c
ic
Bear
B
w
ear o
w o
o d
o
Bearwo
Key
Catchment
Hadley Stadium
Additional material ©Sport England 2009
Source: 2001 Census, Output Area Boundaries. © Crown Copyright 2003
Crown Copyright material is reproduced with the permission of The Controller of HMSO
Map produced by The Planning Data Management Service
Unauthorised reproduction infringes infringes Crown Copyright and may lead to prosecution or civil proceedings
28/10/2009 Job PE using Mapinfo for Sport England
License numbers C02W 0003683 & 10003311     ©The Automobile Association 1999, all rights reserved
 
 
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Hadley Stadium
confirmation of catchment data used
% population 11 - 19
14.91
% population 20 - 59
64.54
% population 60+
20.54
% population non-white
42.72
% population groups NS-SEC 67
21.42
% population <60 disabled
10.76
% population 60+ disabled
10.61
total residents competing
14748
total residents non-competing
19809
difference
5061
11

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Key Indicators
% visits 11-19 years ÷ % catchment population 11-19 years
2.95
2.95
2.00
1.86
1.86
1.57
1.25
1.11
1.15
1.02
1.00
0.91
0.77
0.83
0.69
0.61
0.56
0.56
0.19
0.25
0.19
0.17
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.28
lowest score
25%
50%
75%
highest score
% visits from social classes 6 & 7  ÷ % catchment population in social classes 6 & 7
1.16
1.06
1.08
0.97
1.00
0.86
0.87
0.85
0.73
0.65
0.63
0.58
0.49
0.50
0.42
0.38
0.40
0.32
0.15
0.16
0.00
0.00
0.00
-0.50
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.13
lowest score
25%
50%
75%
highest score
13

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% visits from black, Asian & other ethnic groups ÷ % catchment population in same 
ethnic groups
18.73
15.00
10.00
6.74
6.74
6.10
5.00
3.50
2.92
2.45
1.97
1.85
1.99
1.43
0.96
1.08
1.04 1.44
1.04 1.38
0.31
0.31
0.31
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.25
lowest score
25%
50%
75%
highest score
% visits 60+ years ÷ % catchment population 60+ years
0.92
0.92
0.84
0.80
0.63
0.60
0.60
0.56
0.49
0.46
0.46
0.48
0.38
0.40
0.33
0.35
0.35
0.31
0.23
0.20
0.16
0.12
0.09
0.10
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.36
lowest score
25%
50%
75%
highest score
14

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% visits <60 years disabled ÷ % catchment population <60 years disabled
1.24
1.24
1.12
1.03
1.00
0.96
0.91
0.88
0.84
0.71
0.65
0.65
0.65
0.58
0.48
0.49
0.50
0.50
0.34
0.27
0.25
0.19
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.25
lowest score
25%
50%
75%
highest score
Subsidy per visit (£) - 1
-1.71
-1.22
-0.48
-0.26
0.01
0.26
0.09
0.00
0.51
0.36
1.12
1.03
0.96
1.72
1.52
1.87
1.77
2.00
4.00
4.36
5.70
5.70
6.00
6.75
8.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.03
lowest score
25%
50%
75%
highest score
(a) To be consistent with the other diagrams, the worst score (= highest subsidy) is on the left of each cluster, and the 
best score (= lowest subsidy) is on the right of each cluster.  Also, note that the best scores/lowest subsidy and some 
of the 75% benchmarks are 'negative subsidies' - i.e. surpluses.
(b) Subsidy for this proposed CPA indicator includes consideration of estimated central establishment charges where 
the actual charges are zero
15

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Annual visits per sq. m. (excluding offices)
316
300
277
277
243
200
150
127
119
100
100
80
86
86
64
62
53
38
40
32
13
13
19
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 120
lowest score
25%
50%
75%
highest score
For this performance indicator, square metres of indoor space excludes offices and corridors
16

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 Other important Indicators
% visits 20-59 years ÷ % catchment population 20-59 years
1.48
1.48
1.48
1.46
1.40
1.27
1.27
1.24
1.24
1.22
1.19
1.20
1.20
1.17
1.15
1.14
1.11
1.11
1.06
1.07
1.00
0.83
0.83
0.80
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.14
lowest score
25%
50%
75%
highest score
% visits which were first visits
23.08
19.42
20.00
15.07
15.00
12.72
12.72
10.93
10.00
9.26
8.02
7.40
5.40
5.29
5.81
5.68
5.00
3.16
3.33
3.33
2.02
1.15
1.15
1.11
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 11.89
lowest score
25%
50%
75%
highest score
17

---

% visits with discount card
93.95
93.95
93.95
80.00
70.89
58.17
60.00
49.72
51.62
46.67
43.44
39.77
40.00
37.19
37.71
37.71
33.03
29.68
25.88
20.00
17.39
16.46
9.79
9.79
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 50.81
lowest score
25%
50%
75%
highest score
% visits with discount card for 'disadvantage'
52.45
52.45
52.45
40.00
25.90
26.18
21.71
22.37
20.29
18.83
20.00
13.96
14.72
11.75
8.77
8.77
9.19
6.82
5.99
2.55
1.27
1.27
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 19.54
lowest score
25%
50%
75%
highest score
18

---

% visits female
78
68
69
64
62
64
59
60
56
58
58
51
50
51
51
45
43
40
37
29
21
20
11
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 27
lowest score
25%
50%
75%
highest score
% visits 60+ years disabled ÷ % catchment population 60+ years disabled
0.72
0.71
0.72
0.60
0.44
0.40
0.37
0.37
0.39
0.39
0.27
0.26
0.27
0.22
0.20
0.11
0.12
0.09
0.06
0.00
0.00
0.00
0.00
0.00
-0.20
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.21
lowest score
25%
50%
75%
highest score
19

---

% visits unemployed
12.19
12.19
10.98
11.34
10.00
5.00
3.48
2.91
3.23
3.00
2.12
1.97 2.29
2.29
2.29
1.19
1.39
1.33
0.00
0.00
0.00
0.00
0.00
-5.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 4.15
lowest score
25%
50%
75%
highest score
% cost recovery
176
161
150
120
107
108
98
100
90
91
82
76
76
72
68
68
51
54
50
39
39
43
42
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 71
lowest score
25%
50%
75%
highest score
20

---

Subsidy per visit (£) - 2
-2.41
-2.00
-1.22
-0.26 -0.48
-0.14
0.26
0.09
0.00
0.51
0.29
1.12
0.98
0.96
1.72
1.52
1.87
1.77
2.00
4.00
4.36
5.70
5.70
6.00
6.75
8.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.59
lowest score
25%
50%
75%
highest score
(a) To be consistent with the other diagrams, the worst score (= highest subsidy) is on the left of each cluster, and the 
best score (= lowest subsidy) is on the right of each cluster.  Also, note that the best scores/lowest subsidy and some 
of the 75% benchmarks are 'negative subsidies' - i.e. surpluses.
(b) Subsidy for this indicator includes consideration of actual central establishment charges whether they are zero or 
positive
Subsidy per sq. m. (£)
-268
-128
-15
-54
-20
30
23
9
0
79
55
17
73
56
150
122
117
236
272
500
1004
1004
1000
1500
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 61
lowest score
25%
50%
75%
highest score
To be consistent with the other diagrams, the worst score (= highest subsidy) is on the left of each cluster, and the best 
score (= lowest subsidy) is on the right of each cluster.  Also, note that the best scores/lowest subsidy and some of the 
75% benchmarks are 'negative subsidies' - i.e. surpluses.
21

---

Subsidy per resident (£)
-36.36
-25.24
-20.00
-4.36
-4.20
-0.96
1.84
0.79
0.68
0.00
6.75
6.56
6.37
6.30
11.98
11.26
14.46
17.45
20.00
33.26
33.26
40.00
44.53
44.53
60.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 8.89
lowest score
25%
50%
75%
highest score
The catchment population used for this indicator allows for competing facilities nearby. This is different from previous 
NBS reports.
Total operating cost per visit (£)
1.85
1.85
2.14
1.98
2.00
2.41
2.78
2.88
3.18
3.52
3.70
4.11
4.00
4.28
5.17
5.19
5.66
5.72
6.00
7.54
8.00
9.94
9.94
10.00
11.69
12.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 2.03
lowest score
25%
50%
75%
highest score
To be consistent with the other diagrams, the worst score (= highest cost) is on the left of each cluster, and the best 
score (= lowest cost) is on the right.
22

---

Total operating cost per sq. m. (£)
35
35
136
147
134
110
208
254
262
246
332
300
362
332
444
444
500
630
739
1000
1500
1648
1648
2000
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 209
lowest score
25%
50%
75%
highest score
To be consistent with the other diagrams, the worst score (= highest cost) is on the left of each cluster, and the best 
score (= lowest cost) is on the right.
Maintenance and repair costs per sq. m. (£)
0
4
1
4
2
10
9
7
10
8
14
18
16
21
32
31
50
65
100
125
148
148
150
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 12
lowest score
25%
50%
75%
highest score
To be consistent with the other diagrams, the worst score (= highest cost) is on the left of each cluster, and the best 
score (= lowest cost) is on the right.
23

---

Energy costs per sq. m. (£)
4
4
10
10
10
19
17
21
29
26
26
39
38
38
49
48
50
72
100
108
150
169
169
200
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 19
lowest score
25%
50%
75%
highest score
To be consistent with the other diagrams, the worst score (= highest cost) is on the left of each cluster, and the best 
score (= lowest cost) is on the right.
Total income per visit (£)
5.59
5.40
5.15
5.00
4.84
4.25
4.22
4.00
3.70
3.42
3.34
3.34
3.00
2.79
2.76
2.80
2.52
1.98
2.00
1.80
1.74
1.78
1.74
1.74
1.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.44
lowest score
25%
50%
75%
highest score
24

---

Total income per sq. m. (£)
644
644
643
624
600
400
336
348
302
278
267
257
216
189
189
200
142
98
82
78
78
35
35
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 148
lowest score
25%
50%
75%
highest score
Direct income per visit (£)
5.38
5.38
5.01
5.00
4.37
3.89
4.00
3.56
3.36
3.21
3.17
3.00
2.88
2.42
2.46
2.32
2.12
2.00
1.65
1.54
1.30
1.16
1.16
1.16
1.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.24
lowest score
25%
50%
75%
highest score
25

---

Secondary income per visit (£)
1.94
1.50
1.25
1.25
1.00
0.94
0.70
0.58
0.50
0.39
0.33
0.36
0.23
0.13
0.15
0.11
0.03
0.01
0.04
0.04
0.05
0.01
0.01
0.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.20
lowest score
25%
50%
75%
highest score
Annual visits per sq. m. (including offices)
257
250
231
231
200
160
150
130
111
113
100
87
77
77
69
59
53
52
50
33
37
29
13
13
16
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 103
lowest score
25%
50%
75%
highest score
For this indicator, total indoor floor space is used
26

---

% visits casual, instead of organised
97
91
91
80
80
77
78
78
72
73
73
65
59
60
56
53
47
40
33
19
20
16
13
13
0
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 65
lowest score
25%
50%
75%
highest score
Weekly number of people visiting the facility, as % of catchment population 11+
42.06
40.00
30.00
24.85
24.85
22.56
20.00
13.08
13.73
12.42
13.43
10.78
9.54
10.00
8.23
9.26
6.46
6.80
6.06
5.55
2.97
0.00
0.00
0.00
0.00
-10.00
Dry with outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 21.73
lowest score
25%
50%
75%
highest score
27

---

Satisfaction and importance scores: by attribute
GAPS
( Importance minus
IMPORTANCE
SATISFACTION
Satisfaction )
Rank Mean no
Rank Mean no
Rank Mean
Accessibility
a.
Activity available at convenient times
7 4.62 588
1 4.38 570
6
0.24
b.
Ease of booking
11 4.56 560
5 4.32 494
6
0.24
c.
The activity charge/fee
9 4.58 572
10 4.09 539
-1
0.49
d.
The range of activities available
10 4.57 559
7 4.19 542
3
0.38
Quality of facilities/services
e.
Quality of flooring in the sports hall
13 4.47 460
11 4.07 156
2
0.40
f.
Quality of lighting in the sports hall
12 4.50 457
15 3.82 155
-3
0.68
g.
Quality of equipment
1 4.71 475
12 4.01 425
-11
0.70
k.
Quality of car parking on site
14 4.38 526
2 4.36 389
12
0.02
l.
Quality of food and drink
16 4.14 496
14 3.83 412
2
0.31
Cleanliness
m.
Cleanliness of changing areas
4 4.64 537
13 3.99 448
-9
0.65
n.
Cleanliness of activity spaces
6 4.62 586
9 4.09 529
-3
0.53
Staff
o.
Helpfulness of reception staff
3 4.65 596
3 4.35 568
0
0.30
p.
Helpfulness of other staff
5 4.64 590
4 4.33 533
1
0.31
q.
Standard of coaching/instruction
8 4.61 487
6 4.24 162
2
0.37
Value for money
r.
Value for money of activities
2 4.67 596
8 4.10 549
-6
0.57
s.
Value for money of food/drink
15 4.30 536
16 3.81 435
-1
0.49
Other attributes *
h.
Water quality in the swimming pool
N/A
N/A
i.
Water temperature in the swimming pool
N/A
N/A
j.
Number of people in the pool
N/A
N/A
t.
Overall satisfaction with visit
N/A
4.27 594
* The other attribute(s) listed at the end of the table have either the satisfaction or importance scores but not both.  This 
is for logical reasons - e.g. Overall satisfaction with visit does not have an importance score; no satisfaction score for 
pool attributes if there is no pool at the centre.  Therefore such attributes do not appear in the subsequent tables of 
'gaps'.
28

---

Satisfaction and importance scores: by mean gaps
GAPS
( Importance minus
IMPORTANCE
SATISFACTION
Satisfaction )
Rank Mean no
Rank Mean no
Rank Mean
g.
Quality of equipment
1 4.71 475
12 4.01 425
-11
0.70
f.
Quality of lighting in the sports hall
12 4.50 457
15 3.82 155
-3
0.68
m.
Cleanliness of changing areas
4 4.64 537
13 3.99 448
-9
0.65
r.
Value for money of activities
2 4.67 596
8 4.10 549
-6
0.57
n.
Cleanliness of activity spaces
6 4.62 586
9 4.09 529
-3
0.53
c.
The activity charge/fee
9 4.58 572
10 4.09 539
-1
0.49
s.
Value for money of food/drink
15 4.30 536
16 3.81 435
-1
0.49
e.
Quality of flooring in the sports hall
13 4.47 460
11 4.07 156
2
0.40
d.
The range of activities available
10 4.57 559
7 4.19 542
3
0.38
q.
Standard of coaching/instruction
8 4.61 487
6 4.24 162
2
0.37
l.
Quality of food and drink
16 4.14 496
14 3.83 412
2
0.31
p.
Helpfulness of other staff
5 4.64 590
4 4.33 533
1
0.31
o.
Helpfulness of reception staff
3 4.65 596
3 4.35 568
0
0.30
a.
Activity available at convenient times
7 4.62 588
1 4.38 570
6
0.24
b.
Ease of booking
11 4.56 560
5 4.32 494
6
0.24
k.
Quality of car parking on site
14 4.38 526
2 4.36 389
12
0.02
29

---

Satisfaction and importance scores: by rank gaps
GAPS
( Importance minus
IMPORTANCE
SATISFACTION
Satisfaction )
Rank Mean no
Rank Mean no
Rank Mean
g.
Quality of equipment
1 4.71 475
12 4.01 425
-11
0.70
m.
Cleanliness of changing areas
4 4.64 537
13 3.99 448
-9
0.65
r.
Value for money of activities
2 4.67 596
8 4.10 549
-6
0.57
n.
Cleanliness of activity spaces
6 4.62 586
9 4.09 529
-3
0.53
f.
Quality of lighting in the sports hall
12 4.50 457
15 3.82 155
-3
0.68
c.
The activity charge/fee
9 4.58 572
10 4.09 539
-1
0.49
s.
Value for money of food/drink
15 4.30 536
16 3.81 435
-1
0.49
o.
Helpfulness of reception staff
3 4.65 596
3 4.35 568
0
0.30
p.
Helpfulness of other staff
5 4.64 590
4 4.33 533
1
0.31
e.
Quality of flooring in the sports hall
13 4.47 460
11 4.07 156
2
0.40
l.
Quality of food and drink
16 4.14 496
14 3.83 412
2
0.31
q.
Standard of coaching/instruction
8 4.61 487
6 4.24 162
2
0.37
d.
The range of activities available
10 4.57 559
7 4.19 542
3
0.38
a.
Activity available at convenient times
7 4.62 588
1 4.38 570
6
0.24
b.
Ease of booking
11 4.56 560
5 4.32 494
6
0.24
k.
Quality of car parking on site
14 4.38 526
2 4.36 389
12
0.02
30

---

Centre satisfaction scores compared with industry average scores
centre
centre
industry
industry
score
rank
mean
rank
Activity available at convenient times
4.38
1
4.42
2
Ease of booking
4.32
5
4.35
5
The activity charge/fee
4.09
10
4.14
8
The range of activities available
4.19
7
4.18
6
Quality of flooring in the sports hall
4.07
11
4.11
9
Quality of lighting in the sports hall
3.82
15
4.10
10
Quality of equipment
4.01
12
4.08
11
Quality of car parking on site
4.36
2
3.93
13
Quality of food and drink
3.83
14
3.58
16
Cleanliness of changing areas
3.99
13
3.88
14
Cleanliness of activity spaces
4.09
9
4.05
12
Helpfulness of reception staff
4.35
3
4.41
3
Helpfulness of other staff
4.33
4
4.36
4
Standard of coaching/instruction
4.24
6
4.43
1
Value for money of activities
4.10
8
4.17
7
Value for money of food/drink
3.81
16
3.68
15
Overall satisfaction with visit
4.27
4.25
 
31

---

 
 
 
 
 
 
 
 
 
 
 
 
 
 
APPENDIX 1: 
 
USER SURVEY FREQUENCY DISTRIBUTIONS 
32

---

Q1 Main activity today?
Badminton
94 ( 15.3% )
Keep fit/aerobics/etc
31 ( 5.0% )
Fitness equipment/machines etc
214 ( 34.9% )
Martial arts
20 ( 3.3% )
Five-a-side football
36 ( 5.9% )
Gymnastics
6 ( 1.0% )
Basketball or volleyball
11 ( 1.8% )
Other physical activity
76 ( 12.4% )
Swimming or aqua fit
0 ( 0.0% )
A spectator
90 ( 14.7% )
Another type of activity
36 ( 5.9% )
Q2 Where did you do your main activity today?
Swimming pool
0 ( 0.0% )
Gym/fitness centre
246 ( 50.9% )
Outside facility
69 ( 14.3% )
Main hall
143 ( 29.6% )
Smaller hall
15 ( 3.1% )
Another part of the facility
10 ( 2.1% )
Missing/Not applicable
131
Q3 How you are taking part in your main activity today?
An organised class/session
80 ( 16.6% )
As an individual user
313 ( 64.9% )
As a member of a club or team
75 ( 15.6% )
Other
14 ( 2.9% )
Missing/Not applicable
132
33

---

Q4 Is today your first ever visit to this facility?
Yes
73 ( 11.9% )
No
541 ( 88.1% )
Missing/Not applicable
0
Q5a Number of times visited in past 7 days.
1
331 ( 55.3% )
2
115 ( 19.2% )
3
83 ( 13.9% )
4
42 ( 7.0% )
5
16 ( 2.7% )
6
5 ( 0.8% )
7
5 ( 0.8% )
8 plus
2 ( 0.3% )
Missing/Not applicable
0
Q5b Number of times visited in past 4 weeks.
1 to 5
350 ( 59.3% )
6 to 10
123 ( 20.8% )
11 to 15
66 ( 11.2% )
16 to 20
38 ( 6.4% )
21 plus
13 ( 2.2% )
Missing/Not applicable
24
34

---

Q7 Do you have a leisure card?
Yes
312 ( 50.8% )
No
302 ( 49.2% )
Missing/Not applicable
0
Q8 Basis of eligibility for card/scheme.
Disadvantaged
120 ( 38.8% )
Other
189 ( 61.2% )
Missing/Not applicable
305
Q9 From where did you come here today?
Straight from home
448 ( 73.0% )
Straight from work, school or college
126 ( 20.5% )
Other e.g. from shopping
40 ( 6.5% )
Missing/Not applicable
0
Q10 Main method of transport.
Car/motorcycle
412 ( 67.2% )
Public transport
44 ( 7.2% )
Walked all the way
134 ( 21.9% )
Other, including cycle
23 ( 3.8% )
Missing/Not applicable
1
35

---

Q11Journey time.
0-5 minutes
126 ( 20.6% )
6-10 minutes
222 ( 36.3% )
11-15 minutes
129 ( 21.1% )
16-20 minutes
73 ( 11.9% )
21-30 minutes
46 ( 7.5% )
31-45 minutes
9 ( 1.5% )
Over 45 minutes
7 ( 1.1% )
Missing/Not applicable
2
Q12a Satisfaction - availability of activities at convenient times.
Very satisfied
289 ( 50.7% )
Fairly satisfied
224 ( 39.3% )
Neither satisfied nor dissatisfied
45 ( 7.9% )
Fairly dissatisfied
9 ( 1.6% )
Very dissatisfied
3 ( 0.5% )
Missing/Not applicable
44
Q12b Satisfaction - ease of booking.
Very satisfied
241 ( 48.8% )
Fairly satisfied
179 ( 36.2% )
Neither satisfied nor dissatisfied
70 ( 14.2% )
Fairly dissatisfied
1 ( 0.2% )
Very dissatisfied
3 ( 0.6% )
Missing/Not applicable
120
36

---

Q12c Satisfaction - activity charges/fees.
Very satisfied
219 ( 40.6% )
Fairly satisfied
204 ( 37.8% )
Neither satisfied nor dissatisfied
76 ( 14.1% )
Fairly dissatisfied
25 ( 4.6% )
Very dissatisfied
15 ( 2.8% )
Missing/Not applicable
75
Q12d Satisfaction - range of activities available.
Very satisfied
224 ( 41.3% )
Fairly satisfied
226 ( 41.7% )
Neither satisfied nor dissatisfied
72 ( 13.3% )
Fairly dissatisfied
13 ( 2.4% )
Very dissatisfied
7 ( 1.3% )
Missing/Not applicable
72
Q12e Satisfaction - quality of flooring in sports hall.
Very satisfied
48 ( 30.8% )
Fairly satisfied
83 ( 53.2% )
Neither satisfied nor dissatisfied
17 ( 10.9% )
Fairly dissatisfied
4 ( 2.6% )
Very dissatisfied
4 ( 2.6% )
Missing/Not applicable
458
37

---

Q12f Satisfaction - quality of lighting in sports hall.
Very satisfied
44 ( 28.4% )
Fairly satisfied
70 ( 45.2% )
Neither satisfied nor dissatisfied
20 ( 12.9% )
Fairly dissatisfied
11 ( 7.1% )
Very dissatisfied
10 ( 6.5% )
Missing/Not applicable
459
Q12g Satisfaction - quality of equipment.
Very satisfied
169 ( 39.8% )
Fairly satisfied
162 ( 38.1% )
Neither satisfied nor dissatisfied
48 ( 11.3% )
Fairly dissatisfied
21 ( 4.9% )
Very dissatisfied
25 ( 5.9% )
Missing/Not applicable
189
Q12h Satisfaction - water quality in pool.
Very satisfied
0 ( 0.0% )
Fairly satisfied
0 ( 0.0% )
Neither satisfied nor dissatisfied
0 ( 0.0% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
614
38

---

Q12i Satisfaction - water temperature in pool.
Very satisfied
0 ( 0.0% )
Fairly satisfied
0 ( 0.0% )
Neither satisfied nor dissatisfied
0 ( 0.0% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
614
Q12j Satisfaction - number of people in pool.
Very satisfied
0 ( 0.0% )
Fairly satisfied
0 ( 0.0% )
Neither satisfied nor dissatisfied
0 ( 0.0% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
614
Q12k Satisfaction - quality of car parking on site.
Very satisfied
188 ( 48.3% )
Fairly satisfied
161 ( 41.4% )
Neither satisfied nor dissatisfied
35 ( 9.0% )
Fairly dissatisfied
3 ( 0.8% )
Very dissatisfied
2 ( 0.5% )
Missing/Not applicable
225
39

---

Q12l Satisfaction - quality of food/drink.
Very satisfied
99 ( 24.0% )
Fairly satisfied
180 ( 43.7% )
Neither satisfied nor dissatisfied
107 ( 26.0% )
Fairly dissatisfied
15 ( 3.6% )
Very dissatisfied
11 ( 2.7% )
Missing/Not applicable
202
Q12m Satisfaction - cleanliness of changing area.
Very satisfied
157 ( 35.0% )
Fairly satisfied
174 ( 38.8% )
Neither satisfied nor dissatisfied
82 ( 18.3% )
Fairly dissatisfied
24 ( 5.4% )
Very dissatisfied
11 ( 2.5% )
Missing/Not applicable
166
Q12n Satisfaction - cleanliness of activity spaces.
Very satisfied
193 ( 36.5% )
Fairly satisfied
222 ( 42.0% )
Neither satisfied nor dissatisfied
91 ( 17.2% )
Fairly dissatisfied
15 ( 2.8% )
Very dissatisfied
8 ( 1.5% )
Missing/Not applicable
85
40

---

Q12o Satisfaction - helpfulness of reception staff.
Very satisfied
296 ( 52.1% )
Fairly satisfied
193 ( 34.0% )
Neither satisfied nor dissatisfied
64 ( 11.3% )
Fairly dissatisfied
10 ( 1.8% )
Very dissatisfied
5 ( 0.9% )
Missing/Not applicable
46
Q12p Satisfaction - helpfulness of other staff.
Very satisfied
269 ( 50.5% )
Fairly satisfied
183 ( 34.3% )
Neither satisfied nor dissatisfied
74 ( 13.9% )
Fairly dissatisfied
3 ( 0.6% )
Very dissatisfied
4 ( 0.8% )
Missing/Not applicable
81
Q12q Satisfaction - standard of coaching/instruction.
Very satisfied
79 ( 48.8% )
Fairly satisfied
48 ( 29.6% )
Neither satisfied nor dissatisfied
31 ( 19.1% )
Fairly dissatisfied
3 ( 1.9% )
Very dissatisfied
1 ( 0.6% )
Missing/Not applicable
452
41

---

Q12r Satisfaction - value for money of activities.
Very satisfied
223 ( 40.6% )
Fairly satisfied
218 ( 39.7% )
Neither satisfied nor dissatisfied
66 ( 12.0% )
Fairly dissatisfied
23 ( 4.2% )
Very dissatisfied
19 ( 3.5% )
Missing/Not applicable
65
Q12s Satisfaction - value for money of food/drink.
Very satisfied
118 ( 27.1% )
Fairly satisfied
180 ( 41.4% )
Neither satisfied nor dissatisfied
92 ( 21.1% )
Fairly dissatisfied
26 ( 6.0% )
Very dissatisfied
19 ( 4.4% )
Missing/Not applicable
179
Q12t Satisfaction - overall satisfaction of visit.
Very satisfied
253 ( 42.6% )
Fairly satisfied
273 ( 46.0% )
Neither satisfied nor dissatisfied
51 ( 8.6% )
Fairly dissatisfied
11 ( 1.9% )
Very dissatisfied
6 ( 1.0% )
Missing/Not applicable
20
42

---

Q13a Importance - availability of activities at convenient times.
Very important
404 ( 68.7% )
Fairly important
151 ( 25.7% )
Neither important nor unimportant
28 ( 4.8% )
Fairly unimportant
3 ( 0.5% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
26
Q13b Importance - ease of booking.
Very important
370 ( 66.1% )
Fairly important
137 ( 24.5% )
Neither important nor unimportant
48 ( 8.6% )
Fairly unimportant
4 ( 0.7% )
Very unimportant
1 ( 0.2% )
Missing/Not applicable
54
Q13c Importance - activity charges/fees.
Very important
387 ( 67.7% )
Fairly important
135 ( 23.6% )
Neither important nor unimportant
46 ( 8.0% )
Fairly unimportant
4 ( 0.7% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
42
43

---

Q13d Importance - the range of activities available.
Very important
379 ( 67.8% )
Fairly important
125 ( 22.4% )
Neither important nor unimportant
48 ( 8.6% )
Fairly unimportant
6 ( 1.1% )
Very unimportant
1 ( 0.2% )
Missing/Not applicable
55
Q13e Importance - quality of flooring in sports hall.
Very important
282 ( 61.3% )
Fairly important
120 ( 26.1% )
Neither important nor unimportant
52 ( 11.3% )
Fairly unimportant
4 ( 0.9% )
Very unimportant
2 ( 0.4% )
Missing/Not applicable
154
Q13f Importance - quality of lighting in sports hall.
Very important
287 ( 62.8% )
Fairly important
118 ( 25.8% )
Neither important nor unimportant
48 ( 10.5% )
Fairly unimportant
3 ( 0.7% )
Very unimportant
1 ( 0.2% )
Missing/Not applicable
157
44

---

Q13g Importance - quality of equipment.
Very important
374 ( 78.7% )
Fairly important
70 ( 14.7% )
Neither important nor unimportant
28 ( 5.9% )
Fairly unimportant
2 ( 0.4% )
Very unimportant
1 ( 0.2% )
Missing/Not applicable
139
Q13h Importance - water quality in pool.
Very important
0 ( 0.0% )
Fairly important
0 ( 0.0% )
Neither important nor unimportant
0 ( 0.0% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
614
Q13i Importance - water temperature in pool.
Very important
0 ( 0.0% )
Fairly important
0 ( 0.0% )
Neither important nor unimportant
0 ( 0.0% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
614
45

---

Q13j Importance - number of people in pool.
Very important
0 ( 0.0% )
Fairly important
0 ( 0.0% )
Neither important nor unimportant
0 ( 0.0% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
614
Q13k Importance - quality of car parking on site.
Very important
302 ( 57.4% )
Fairly important
145 ( 27.6% )
Neither important nor unimportant
64 ( 12.2% )
Fairly unimportant
9 ( 1.7% )
Very unimportant
6 ( 1.1% )
Missing/Not applicable
88
Q13l Importance - quality of food/drink.
Very important
231 ( 46.6% )
Fairly important
142 ( 28.6% )
Neither important nor unimportant
94 ( 19.0% )
Fairly unimportant
20 ( 4.0% )
Very unimportant
9 ( 1.8% )
Missing/Not applicable
118
46

---

Q13m Importance - cleanliness of changing area.
Very important
388 ( 72.3% )
Fairly important
114 ( 21.2% )
Neither important nor unimportant
30 ( 5.6% )
Fairly unimportant
2 ( 0.4% )
Very unimportant
3 ( 0.6% )
Missing/Not applicable
77
Q13n Importance - cleanliness of activity spaces.
Very important
409 ( 69.8% )
Fairly important
137 ( 23.4% )
Neither important nor unimportant
35 ( 6.0% )
Fairly unimportant
4 ( 0.7% )
Very unimportant
1 ( 0.2% )
Missing/Not applicable
28
Q13o Importance - helpfulness of reception staff.
Very important
425 ( 71.3% )
Fairly important
137 ( 23.0% )
Neither important nor unimportant
30 ( 5.0% )
Fairly unimportant
2 ( 0.3% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
18
47

---

Q13p Importance - helpfulness of other staff.
Very important
417 ( 70.7% )
Fairly important
136 ( 23.1% )
Neither important nor unimportant
34 ( 5.8% )
Fairly unimportant
1 ( 0.2% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
24
Q13q Importance - standard of coaching/instruction
Very important
352 ( 72.3% )
Fairly important
94 ( 19.3% )
Neither important nor unimportant
34 ( 7.0% )
Fairly unimportant
2 ( 0.4% )
Very unimportant
5 ( 1.0% )
Missing/Not applicable
127
Q13r Importance - value for money of activities.
Very important
442 ( 74.2% )
Fairly important
119 ( 20.0% )
Neither important nor unimportant
30 ( 5.0% )
Fairly unimportant
2 ( 0.3% )
Very unimportant
3 ( 0.5% )
Missing/Not applicable
18
48

---

Q13s Importance - value for money of food/drink.
Very important
309 ( 57.6% )
Fairly important
118 ( 22.0% )
Neither important nor unimportant
76 ( 14.2% )
Fairly unimportant
25 ( 4.7% )
Very unimportant
8 ( 1.5% )
Missing/Not applicable
78
Q14 Gender.
Male
447 ( 72.9% )
Female
166 ( 27.1% )
Missing/Not applicable
1
Q15 Ethnic origin of respondent.
White
285 ( 46.7% )
Mixed
37 ( 6.1% )
Asian or Asian British
188 ( 30.8% )
Black or Black British
89 ( 14.6% )
Chinese or other ethnic group
11 ( 1.8% )
Missing/Not applicable
4
49

---

Q16 Long term illness, health problem or disability.
Yes
29 ( 4.8% )
No
579 ( 95.2% )
Missing/Not applicable
6
Q17 Age.
11 to 19
114 ( 19.1% )
20 to 59
440 ( 73.6% )
60 plus
44 ( 7.4% )
Missing/Not applicable
16
Q18 Current employment status.
Working full-time (30+ hrs)
308 ( 53.3% )
Working part-time (less than 30 hrs)
38 ( 6.6% )
On government work training programme
0 ( 0.0% )
Housewife/ husband/ full-time in the home
16 ( 2.8% )
Retired - company / personal pension
11 ( 1.9% )
Retired - state pension only
11 ( 1.9% )
Temporarily unable to work
1 ( 0.2% )
Permanently unable to work
5 ( 0.9% )
Unemployed - more than 6 months
16 ( 2.8% )
Unemployed - less than 6 months
8 ( 1.4% )
In full-time education (school)
77 ( 13.3% )
Full-time student (college/university)
68 ( 11.8% )
Never worked
16 ( 2.8% )
None of these
3 ( 0.5% )
Refused to say
0 ( 0.0% )
Missing/Not applicable
36
50

---

Socio-economic group.
1 & 2
148 ( 37.8% )
3
64 ( 16.3% )
4
26 ( 6.6% )
5
59 ( 15.1% )
6 & 7
95 ( 24.2% )
Missing/Not applicable
222
Q23 Postcode.
first part
number of
cumulative
of postcode
questionnaires
percent
B67
170
( 29.0% )
29.0
B66
159
( 27.1% )
56.0
B68
39
( 6.6% )
62.7
B17
31
( 5.3% )
68.0
B16
26
( 4.4% )
72.4
B69
23
( 3.9% )
76.3
B70
16
( 2.7% )
79.0
B63
9
( 1.5% )
80.6
B71
9
( 1.5% )
82.1
B32
8
( 1.4% )
83.5
B62
7
( 1.2% )
84.7
B44
6
( 1.0% )
85.7
B20
5
( 0.9% )
86.5
B42
4
( 0.7% )
87.2
B65
4
( 0.7% )
87.9
DY1
4
( 0.7% )
88.6
B14
3
( 0.5% )
89.1
B15
3
( 0.5% )
89.6
B29
3
( 0.5% )
90.1
B43
3
( 0.5% )
90.6
B76
3
( 0.5% )
91.1
DY2
3
( 0.5% )
91.7
B18
2
( 0.3% )
92.0
B23
2
( 0.3% )
92.3
B30
2
( 0.3% )
92.7
B45
2
( 0.3% )
93.0
51

---

B74
2
( 0.3% )
93.4
B8
2
( 0.3% )
93.7
DY10
2
( 0.3% )
94.0
DY4
2
( 0.3% )
94.4
WS10
2
( 0.3% )
94.7
WS6
2
( 0.3% )
95.1
WV10
2
( 0.3% )
95.4
B11
1
( 0.2% )
95.6
B12
1
( 0.2% )
95.7
B13
1
( 0.2% )
95.9
B19
1
( 0.2% )
96.1
B2O
1
( 0.2% )
96.3
B34
1
( 0.2% )
96.4
B5
1
( 0.2% )
96.6
B60
1
( 0.2% )
96.8
B64
1
( 0.2% )
96.9
B78
1
( 0.2% )
97.1
B90
1
( 0.2% )
97.3
B92
1
( 0.2% )
97.4
BB66
1
( 0.2% )
97.6
CV3
1
( 0.2% )
97.8
DV1
1
( 0.2% )
98.0
DY3
1
( 0.2% )
98.1
DY5
1
( 0.2% )
98.3
DY9
1
( 0.2% )
98.5
LE12
1
( 0.2% )
98.6
N53
1
( 0.2% )
98.8
PY2
1
( 0.2% )
99.0
SY13
1
( 0.2% )
99.1
SY4
1
( 0.2% )
99.3
WN36
1
( 0.2% )
99.5
WR2
1
( 0.2% )
99.7
WS14
1
( 0.2% )
99.8
WS8
1
( 0.2% )
100.0
Missing/Not applicable
27
52

---

Document Outline

• Hadley1209 Report v10
• Hadley1209 bar chart report
• Hadley1209 satisfaction report
• Hadley1209 industry means report
• 3 APPENDIX 1
• Hadley1209 frequencies report

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