NATIONAL BENCHMARKING SERVICE FOR SPORTS 
AND LEISURE CENTRES 
 
 
 
FACILITY REPORT 
FOR 
HARRY MITCHELL LEISURE CENTRE 
 
 
 
 
 
 
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 HARRY MITCHELL LEISURE 
 4 
CENTRE 
 
4. 
MAP OF CATCHMENT AREA AND POPULATION STATISTICS 
10 
 
5.  
RESULTS: CURRENT PERFORMANCE  SCORES FOR HARRY 
12 
MITCHELL LEISURE CENTRE 
•  KEY INDICATORS 
•  OTHER IMPORTANT INDICATORS 
•  SATISFACTION AND IMPORTANCE TABLES 
 
 
APPENDIX 1: USER SURVEY FREQUENCY DISTRIBUTIONS 
32 
 
 
 
 

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NBS REPORT FOR HARRY MITCHELL LEISURE CENTRE 
 
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 Harry Mitchell 
Leisure Centre, 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 Harry Mitchell Leisure Centre 
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 773 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 
Harry Mitchell Leisure Centre is classified as being a 'dry without outdoor' centre 
which means that it has an indoor sports hall which could accommodate at least 4 
badminton courts but no outdoor provision. The actual floor space of the centre is 
1,657m2 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 1,611m2 of usable space.  The catchment area has a relatively high proportion 
(25.82%) 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 Harry Mitchell are: 
 
•  dry without outdoor (benchmark family of 10 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: Harry Mitchell 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 773 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 (164,491 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. 
 
 
2

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Figure 2: Harry Mitchell User Survey Balance of Use 
 
 
 
2.3 
Badminton was the most frequently stated main activity by survey respondents, 
followed by using fitness equipment.  These two activities accounted for 77% 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 vast majority of activities undertaken were casual (78%) rather 
than instructor led or club usage.  About three in every five respondents had some 
form of leisure card which gave them reduced price admission to the centre. 56% 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 HARRY MITCHELL LEISURE 
CENTRE 
 
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 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
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 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
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 
 
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includes these estimated central establishment charges in the total costs.  In the 
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, one access indicator and one efficiency indicator, 
are at the 75% benchmark level or in the top quartile.  One, however, for disabled 
under 60 years, is at its bottom quartile level.  This relatively weak performance is 
the result of disabled under 60 years being nearly 12% of the catchment population, 
but only 5% of visits to the centre in the period of the NBS user survey.   
 
 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 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
20-59 years 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
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 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Disadvantaged card holders 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
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.  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 above the 50% benchmark level (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 
Harry Mitchell, they comprise only 35% of the total visitors - which is well below 
the industry norm. Two other indicators are  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). 
 
 
5

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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 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Subsidy per m2 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Subsidy per resident 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Operating cost per visit 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
Operating cost per m2 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Maintenance & repair cost per m2 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Energy cost per m2 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Income per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Income per m2 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Direct income per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Secondary income per visit 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
 
3.7 
Financial performance is reasonably good relative to the benchmarks, with cost 
recovery and two subsidy indicators in their third 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 drives this financial performance is the high number 
of visits. Despite the fact that income per visit is very low, in its bottom quartile, 
the high number of visits has led to the third quartile performance of income per 
square metre. It is relevant to note that satisfaction with entrance charges and value 
for money of activities are fourteenth and tenth in the satisfaction rankings, with 
average customer scores of 3.95 and 4.03 out of 5 respectively - these two attributes 
are among the attributes having the largest importance-satisfaction gaps. Although 
only minority of customers were dissatisfied with these attributes (see gap analysis 
below), this combination of performance suggests that the activity prices maybe 
near to the limit of acceptability for customers.  One specific component of cost, 
maintenance and repair costs per square metre, performs particularly well (i.e. low 
costs) - but this opens up the possibility of deterioration in service quality and lack 
of preventative maintenance.  
 
 Utilisation 
Bottom 
2nd 
3rd 
Top 
Utilisation indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Visits per m2 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
% of visits that are casual 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
Weekly number of people 
visiting 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
 
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 
 
6

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the total floor space of the centre. This indicator performs at the 75% benchmark 
level, the simple product of a relatively high number of annual visits for a centre of 
this size. However, the weekly number of people visiting performs at the second 
quartile, suggesting a fairly weak market penetration in the local catchment 
population.  The percentage of visits which are casual (78%) is high 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 
 Value for money of activities   
 4.69   
 4.03   
 0.66   
 Quality of equipment   
 4.61   
 3.99   
 0.62   
 The activity charge/fee   
 4.49   
 3.95   
 0.54   
 Cleanliness of changing areas   
 4.47   
 3.97   
 0.50   
 Quality of lighting in the sports hall   
 4.49   
 4.03   
 0.46   
 
 
Rank gaps  
Attribute 
Importance 
Satisfaction 
Gap 
 Quality of equipment   
 2   
 12   
 -10   
 Value for money of activities   
 1   
 10   
 -9   
 The activity charge/fee   
 6   
 14   
 -8   
 Cleanliness of activity spaces   
 3   
 8   
 -5   
 Cleanliness of changing areas   
 8   
 13   
 -5   
 
3.10 
Four attributes feature in both the tables above. The second table demonstrates that 
three of the attributes are the most important to customers. However, it is relevant 
to note that most gaps featured above are small by NBS norms, except for the 
largest three rank gaps. Value for money of activities and quality of equipment 
show the top two largest gaps measured by mean scores or rankings.  From the 
frequency distributions in the appendix, it is apparent that 10% of respondents were 
dissatisfied with the value for money of activities, whilst 12% were dissatisfied 
with the quality of equipment (Appendix Q12r and g).  This reinforces the fact that 
there is not a widespread, absolute problem with such attributes. 11% of 
 
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respondents were dissatisfied with the activity charges (Q12c), 12% with the 
quality of lighting in the hall (Q12f), 8% with the cleanliness of the changing areas 
(Q12m), and 6% with the cleanliness of the activity spaces (Q12n). 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 cleanliness of changing areas, the activity 
charge, the equipment quality, the value for money of activities, and the hall 
lighting - these are normally the attributes most immediately deserving of 
managerial attention.  Cleanliness of activity spaces is also marginally in the 
quadrant for high importance/low satisfaction. Low satisfaction relative to other 
attributes is also evident for the food and drink attributes, 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 above 
the industry average overall satisfaction for dry centres, at 4.38 out of 5, and 
exceeds industry average scores for half of the 16 individual attributes.  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 
Cleanliness of changing areas  
Relatively large gaps and relatively high 
weaknesses 
Equipment quality 
in importance 
Activity charge/fee   
Value for money of activities   
Quality of lighting in the sports hall   
Secondary 
Quality of food & drink 
Relatively low satisfaction but relatively 
weaknesses 
Value for money of food & drink 
low in importance 
 
 
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 one is also in the top five for importance rankings - a 
desirable correlation. The appearance of availability of activities and ease of 
booking in the centre strengths is commendable given the high number of visits to 
this centre. 
 
 
Relatively strong attributes 
Evidence 
Primary 
Quality of car parking on site  
In top five satisfaction scores; 
strengths 
Helpfulness of reception staff  
relatively high in importance 
Activity available at convenient times  
Secondary 
Ease of booking  
In top five satisfaction scores but not 
strengths 
Standard of coaching/instruction 
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; visits per square metre; staff; two 
accessibility attributes; car park attribute 
Ones to watch 
Hall lighting; cleanliness of changing areas 
Weaknesses 
One access indicator; equipment quality; value for money of 
activities; activity charge 
 
 
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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 Harry 
Mitchell Leisure Centre attracts more visitors than any other centre, i.e. the area 
within which Harry Mitchell is the dominant supplier.  On the next page are key 
population statistics for the catchment area. 
Sport England Benchmark Service
Harry Mitchell Leisure Centre
West
W
 B
est r
 B o
r m
o w
m i
w ch
i ch
i
Sand
n we
Sand
ll
we
Ol
O dbu
l
ry
dbur
Oldbur
Sme
Sm t
e h
t w
h i
w
hw c
i k
c
ic
Smethwic
Bear
B e
B a
e w
earr
ear o
w o
o d
o
ood
Key
Catchment
Harry Mitchell Leisure Centre
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
 
 
10

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Harry Mitchell Leisure Centre
confirmation of catchment data used
% population 11 - 19
15.25
% population 20 - 59
61.71
% population 60+
23.04
% population non-white
41.7
% population groups NS-SEC 67
25.82
% population <60 disabled
11.51
% population 60+ disabled
12.46
total residents competing
27245
total residents non-competing
24094
difference
-3151
11

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Key Indicators
% visits 11-19 years ÷ % catchment population 11-19 years
2.95
2.95
2.95
2.00
1.86
1.71
1.25
1.15
1.04
1.02
1.00
0.91
0.83
0.72
0.69
0.58
0.61
0.56
0.56
0.25
0.19
0.17
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.00
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
1.00
0.89
0.85
0.86
0.87
0.85
0.65
0.61
0.63
0.58
0.49
0.50
0.44
0.38
0.40
0.16
0.00
0.00
0.00
0.00
-0.50
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.12
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
6.10
6.10
5.00
3.14
2.92
2.45
1.96
1.85
1.99
1.28
0.83
1.08
1.04 1.44
1.04 1.38
0.31
0.31
0.31
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.34
lowest score
25%
50%
75%
highest score
% visits 60+ years ÷ % catchment population 60+ years
0.92
0.92
0.85
0.84
0.80
0.63
0.60
0.60
0.56
0.53
0.46
0.46
0.48
0.40
0.35
0.35
0.35
0.31
0.25
0.20
0.12
0.12
0.09
0.10
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.40
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
1.08
1.00
0.96
0.91
0.84
0.80
0.71
0.65
0.65
0.60
0.58
0.49
0.50
0.50
0.43
0.35
0.27
0.25
0.19
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.45
lowest score
25%
50%
75%
highest score
Subsidy per visit (£) - 1
-1.71
-1.22
0.01
0.01
0.09
0.00
0.36
0.26
0.75
1.12
1.03
0.96
1.43
1.52
1.87
1.77
2.00
2.60
4.00
5.70
5.70
5.70
6.00
6.75
8.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.69
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
243
200
162
150
127
100
100
80
86
86
59
62
50
53
40
40
32
32
13
19
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 102
lowest score
25%
50%
75%
highest score
For this performance indicator, square metres of indoor space excludes offices and corridors
16

---

 Other important Indicators
% visits 20-59 years ÷ % catchment population 20-59 years
1.48
1.48
1.46
1.40
1.27
1.25
1.24
1.24
1.22
1.19
1.20
1.20
1.17
1.17
1.15
1.14
1.11
1.07
1.04
1.00
0.83
0.83
0.83
0.80
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 1.22
lowest score
25%
50%
75%
highest score
% visits which were first visits
23.08
19.42
20.00
15.00
12.72
11.69
10.93
10.00
9.26
7.40
6.61
5.81
5.26 5.64
5.29
5.68
5.00
3.16
3.33
3.33
2.20
2.02
1.15
1.11
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 10.22
lowest score
25%
50%
75%
highest score
17

---

% visits with discount card
93.95
93.95
80.00
70.89
70.89
60.08
58.17
60.00
49.72
51.62
46.67
44.17
39.77
37.71
39.77
37.71
40.00
33.03
29.68
20.00
16.46
17.39
16.46
9.79
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 58.81
lowest score
25%
50%
75%
highest score
% visits with discount card for 'disadvantage'
52.45
52.45
40.00
27.33
26.18
22.58
21.71
22.37
20.29
18.83
20.00
14.02
13.96
14.72
11.75
8.77
9.19
6.74
5.99
1.27
1.27
1.27
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 32.51
lowest score
25%
50%
75%
highest score
18

---

% visits female
78
67
68
69
64
62
64
60
59
60
58
58
50
51
51
43
43
39
40
29
20
11
11
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 35
lowest score
25%
50%
75%
highest score
% visits 60+ years disabled ÷ % catchment population 60+ years disabled
0.71
0.72
0.71
0.72
0.60
0.40
0.37
0.39
0.39
0.34
0.27
0.26
0.27
0.19
0.20
0.11
0.12
0.09
0.00 0.00
0.00
0.00
0.00
0.00
-0.20
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.16
lowest score
25%
50%
75%
highest score
19

---

% visits unemployed
12.19
12.19
11.64
11.34
10.00
6.16
5.00
2.95
2.91
3.23
3.00
1.97 2.29
2.29
2.29
1.33
1.39
1.33
0.00
0.00
0.00
0.00
0.00
-5.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 4.72
lowest score
25%
50%
75%
highest score
% cost recovery
176
161
150
108
108
98
100
90
91
85
76
76
72
67
68
68
52
54
50
43
39
43
42
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 78
lowest score
25%
50%
75%
highest score
20

---

Subsidy per visit (£) - 2
-2.41
-2.00
-1.22
-0.14
-0.14
0.00
0.29
0.26
0.09
0.75
1.12
0.98
0.96
1.43
1.52
1.87
1.77
2.00
2.60
4.00
5.70
5.70
5.70
6.00
6.75
8.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.69
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
-20
-20
9
0
56
29
55
17
23
73
56
117
122
117
167
150
236
272
500
1004
1000
1500
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 68
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
-4.20
-4.20
0.79
0.68
0.00
3.46
1.84
6.33
6.56
6.37
6.30
11.26
11.98
11.26
17.45
20.00
25.55
33.26
33.26
40.00
44.53
60.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 4.14
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
1.98
1.85
2.00
2.78
2.88
3.18
3.70
4.00
4.28
4.11
4.28
4.62
5.17
5.19
5.46
5.72
6.00
8.00
9.94
9.94
9.94
10.00
11.69
12.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 3.06
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
152 134
147
134
110
213
270
292
254
262
246
300
362
332
444
444
500
630
739
1000
1500
1648
2000
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 304
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
2
8
8
13
12
9
7
10
17
14
18
16
21
27
31
50
65
100
125
148
150
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 8
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. (£)
8
4
10
10
16
15
12
17
21
26
26
26
39
38
38
49
48
50
72
100
108
150
169
200
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 16
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
5.00
4.84
4.29
4.25
4.12
4.22
4.00
3.70
3.34
3.34
3.00
2.84
2.73
2.76
2.80
2.52
1.99
1.98
2.00
1.78
1.74
1.74
1.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 2.37
lowest score
25%
50%
75%
highest score
24

---

Total income per sq. m. (£)
644
643
624
600
400
336
348
278
278
267
257
189
189
200
161
132
142
105
98
78
78
78
35
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 236
lowest score
25%
50%
75%
highest score
Direct income per visit (£)
5.38
5.38
5.00
4.37
4.10
3.89
4.00
3.56
3.31
3.21
3.17
3.00
2.88
2.73
2.46
2.32
2.07
2.12
2.00
1.68
1.65
1.30
1.16
1.16
1.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 2.06
lowest score
25%
50%
75%
highest score
25

---

Secondary income per visit (£)
1.94
1.50
1.25
1.00
0.94
0.94
0.74
0.70
0.50
0.39
0.33
0.36
0.23
0.16
0.15
0.11
0.03
0.01
0.04
0.04
0.05
0.01
0.01
0.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 0.31
lowest score
25%
50%
75%
highest score
Annual visits per sq. m. (including offices)
257
250
231
200
160
150
139
130
113
100
87
77
77
69
52
53
52
50
41
35
37
29
29
13
16
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 99
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
73
73
65
65
59
60
56
56
47
38
40
19
20
16
16
13
0
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 78
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
23.19
22.56
20.00
13.43
13.73
11.30
12.42
9.54
10.00
8.28
8.23
9.26
6.80
6.06
5.55
4.16
1.53
0.00
0.00
0.00
0.00
-10.00
Dry without outdoor
High NS-SEC
1500 to < 3000 sq.m.
Trust
Centre score = 6.15
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 4.49 752
4 4.38 733
3
0.11
b.
Ease of booking
12 4.41 710
3 4.41 637
9
0.00
c.
The activity charge/fee
6 4.49 737
14 3.95 708
-8
0.54
d.
The range of activities available
14 4.39 724
11 4.01 688
3
0.38
Quality of facilities/services
e.
Quality of flooring in the sports hall
11 4.44 739
7 4.18 354
4
0.26
f.
Quality of lighting in the sports hall
5 4.49 734
9 4.03 351
-4
0.46
g.
Quality of equipment
2 4.61 704
12 3.99 640
-10
0.62
k.
Quality of car parking on site
10 4.46 633
1 4.57 474
9 -0.11
l.
Quality of food and drink
16 3.94 455
16 3.65 327
0
0.29
Cleanliness
m.
Cleanliness of changing areas
8 4.47 677
13 3.97 603
-5
0.50
n.
Cleanliness of activity spaces
3 4.53 746
8 4.13 725
-5
0.40
Staff
o.
Helpfulness of reception staff
4 4.51 755
2 4.42 736
2
0.09
p.
Helpfulness of other staff
9 4.46 730
6 4.34 642
3
0.12
q.
Standard of coaching/instruction
13 4.40 558
5 4.36 113
8
0.04
Value for money
r.
Value for money of activities
1 4.69 751
10 4.03 720
-9
0.66
s.
Value for money of food/drink
15 4.27 525
15 3.87 378
0
0.40
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
4.38 761
* 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
r.
Value for money of activities
1 4.69 751
10 4.03 720
-9
0.66
g.
Quality of equipment
2 4.61 704
12 3.99 640
-10
0.62
c.
The activity charge/fee
6 4.49 737
14 3.95 708
-8
0.54
m.
Cleanliness of changing areas
8 4.47 677
13 3.97 603
-5
0.50
f.
Quality of lighting in the sports hall
5 4.49 734
9 4.03 351
-4
0.46
n.
Cleanliness of activity spaces
3 4.53 746
8 4.13 725
-5
0.40
s.
Value for money of food/drink
15 4.27 525
15 3.87 378
0
0.40
d.
The range of activities available
14 4.39 724
11 4.01 688
3
0.38
l.
Quality of food and drink
16 3.94 455
16 3.65 327
0
0.29
e.
Quality of flooring in the sports hall
11 4.44 739
7 4.18 354
4
0.26
p.
Helpfulness of other staff
9 4.46 730
6 4.34 642
3
0.12
a.
Activity available at convenient times
7 4.49 752
4 4.38 733
3
0.11
o.
Helpfulness of reception staff
4 4.51 755
2 4.42 736
2
0.09
q.
Standard of coaching/instruction
13 4.40 558
5 4.36 113
8
0.04
b.
Ease of booking
12 4.41 710
3 4.41 637
9
0.00
k.
Quality of car parking on site
10 4.46 633
1 4.57 474
9 -0.11
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
2 4.61 704
12 3.99 640
-10
0.62
r.
Value for money of activities
1 4.69 751
10 4.03 720
-9
0.66
c.
The activity charge/fee
6 4.49 737
14 3.95 708
-8
0.54
n.
Cleanliness of activity spaces
3 4.53 746
8 4.13 725
-5
0.40
m.
Cleanliness of changing areas
8 4.47 677
13 3.97 603
-5
0.50
f.
Quality of lighting in the sports hall
5 4.49 734
9 4.03 351
-4
0.46
l.
Quality of food and drink
16 3.94 455
16 3.65 327
0
0.29
s.
Value for money of food/drink
15 4.27 525
15 3.87 378
0
0.40
o.
Helpfulness of reception staff
4 4.51 755
2 4.42 736
2
0.09
a.
Activity available at convenient times
7 4.49 752
4 4.38 733
3
0.11
p.
Helpfulness of other staff
9 4.46 730
6 4.34 642
3
0.12
d.
The range of activities available
14 4.39 724
11 4.01 688
3
0.38
e.
Quality of flooring in the sports hall
11 4.44 739
7 4.18 354
4
0.26
q.
Standard of coaching/instruction
13 4.40 558
5 4.36 113
8
0.04
b.
Ease of booking
12 4.41 710
3 4.41 637
9
0.00
k.
Quality of car parking on site
10 4.46 633
1 4.57 474
9 -0.11
30

---

Centre satisfaction scores compared with industry average scores
centre
centre
industry
industry
score
rank
mean
rank
Activity available at convenient times
4.38
4
4.42
2
Ease of booking
4.41
3
4.35
5
The activity charge/fee
3.95
14
4.14
8
The range of activities available
4.01
11
4.18
6
Quality of flooring in the sports hall
4.18
7
4.11
9
Quality of lighting in the sports hall
4.03
9
4.10
10
Quality of equipment
3.99
12
4.08
11
Quality of car parking on site
4.57
1
3.93
13
Quality of food and drink
3.65
16
3.58
16
Cleanliness of changing areas
3.97
13
3.88
14
Cleanliness of activity spaces
4.13
8
4.05
12
Helpfulness of reception staff
4.42
2
4.41
3
Helpfulness of other staff
4.34
6
4.36
4
Standard of coaching/instruction
4.36
5
4.43
1
Value for money of activities
4.03
10
4.17
7
Value for money of food/drink
3.87
15
3.68
15
Overall satisfaction with visit
4.38
4.25
 
31

---

 
 
 
 
 
 
 
 
 
 
 
 
 
 
APPENDIX 1: 
 
USER SURVEY FREQUENCY DISTRIBUTIONS 
32

---

Q1 Main activity today?
Badminton
326 ( 42.2% )
Keep fit/aerobics/etc
62 ( 8.0% )
Fitness equipment/machines etc
268 ( 34.7% )
Martial arts
5 ( 0.6% )
Five-a-side football
7 ( 0.9% )
Gymnastics
3 ( 0.4% )
Basketball or volleyball
6 ( 0.8% )
Other physical activity
31 ( 4.0% )
Swimming or aqua fit
0 ( 0.0% )
A spectator
25 ( 3.2% )
Another type of activity
40 ( 5.2% )
Q2 Where did you do your main activity today?
Swimming pool
0 ( 0.0% )
Gym/fitness centre
320 ( 46.0% )
Outside facility
0 ( 0.0% )
Main hall
333 ( 47.8% )
Smaller hall
26 ( 3.7% )
Another part of the facility
17 ( 2.4% )
Missing/Not applicable
77
Q3 How you are taking part in your main activity today?
An organised class/session
60 ( 8.5% )
As an individual user
548 ( 77.8% )
As a member of a club or team
78 ( 11.1% )
Other
18 ( 2.6% )
Missing/Not applicable
69
33

---

Q4 Is today your first ever visit to this facility?
Yes
79 ( 10.2% )
No
694 ( 89.8% )
Missing/Not applicable
0
Q5a Number of times visited in past 7 days.
1
404 ( 53.4% )
2
149 ( 19.7% )
3
88 ( 11.6% )
4
62 ( 8.2% )
5
36 ( 4.8% )
6
8 ( 1.1% )
7
8 ( 1.1% )
8 plus
1 ( 0.1% )
Missing/Not applicable
0
Q5b Number of times visited in past 4 weeks.
1 to 5
398 ( 54.7% )
6 to 10
170 ( 23.4% )
11 to 15
75 ( 10.3% )
16 to 20
67 ( 9.2% )
21 plus
18 ( 2.5% )
Missing/Not applicable
45
34

---

Q7 Do you have a leisure card?
Yes
454 ( 58.8% )
No
318 ( 41.2% )
Missing/Not applicable
1
Q8 Basis of eligibility for card/scheme.
Disadvantaged
251 ( 55.8% )
Other
199 ( 44.2% )
Missing/Not applicable
323
Q9 From where did you come here today?
Straight from home
552 ( 71.6% )
Straight from work, school or college
176 ( 22.8% )
Other e.g. from shopping
43 ( 5.6% )
Missing/Not applicable
2
Q10 Main method of transport.
Car/motorcycle
501 ( 65.0% )
Public transport
78 ( 10.1% )
Walked all the way
184 ( 23.9% )
Other, including cycle
8 ( 1.0% )
Missing/Not applicable
2
35

---

Q11Journey time.
0-5 minutes
132 ( 17.1% )
6-10 minutes
167 ( 21.7% )
11-15 minutes
159 ( 20.6% )
16-20 minutes
138 ( 17.9% )
21-30 minutes
90 ( 11.7% )
31-45 minutes
42 ( 5.4% )
Over 45 minutes
43 ( 5.6% )
Missing/Not applicable
2
Q12a Satisfaction - availability of activities at convenient times.
Very satisfied
373 ( 50.9% )
Fairly satisfied
299 ( 40.8% )
Neither satisfied nor dissatisfied
42 ( 5.7% )
Fairly dissatisfied
6 ( 0.8% )
Very dissatisfied
13 ( 1.8% )
Missing/Not applicable
40
Q12b Satisfaction - ease of booking.
Very satisfied
343 ( 53.8% )
Fairly satisfied
232 ( 36.4% )
Neither satisfied nor dissatisfied
48 ( 7.5% )
Fairly dissatisfied
5 ( 0.8% )
Very dissatisfied
9 ( 1.4% )
Missing/Not applicable
136
36

---

Q12c Satisfaction - activity charges/fees.
Very satisfied
258 ( 36.4% )
Fairly satisfied
275 ( 38.8% )
Neither satisfied nor dissatisfied
96 ( 13.6% )
Fairly dissatisfied
41 ( 5.8% )
Very dissatisfied
38 ( 5.4% )
Missing/Not applicable
65
Q12d Satisfaction - range of activities available.
Very satisfied
236 ( 34.3% )
Fairly satisfied
283 ( 41.1% )
Neither satisfied nor dissatisfied
124 ( 18.0% )
Fairly dissatisfied
28 ( 4.1% )
Very dissatisfied
17 ( 2.5% )
Missing/Not applicable
85
Q12e Satisfaction - quality of flooring in sports hall.
Very satisfied
140 ( 39.5% )
Fairly satisfied
158 ( 44.6% )
Neither satisfied nor dissatisfied
37 ( 10.5% )
Fairly dissatisfied
16 ( 4.5% )
Very dissatisfied
3 ( 0.8% )
Missing/Not applicable
419
37

---

Q12f Satisfaction - quality of lighting in sports hall.
Very satisfied
143 ( 40.7% )
Fairly satisfied
133 ( 37.9% )
Neither satisfied nor dissatisfied
34 ( 9.7% )
Fairly dissatisfied
26 ( 7.4% )
Very dissatisfied
15 ( 4.3% )
Missing/Not applicable
422
Q12g Satisfaction - quality of equipment.
Very satisfied
268 ( 41.9% )
Fairly satisfied
202 ( 31.6% )
Neither satisfied nor dissatisfied
96 ( 15.0% )
Fairly dissatisfied
42 ( 6.6% )
Very dissatisfied
32 ( 5.0% )
Missing/Not applicable
133
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
773
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
773
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
773
Q12k Satisfaction - quality of car parking on site.
Very satisfied
299 ( 63.1% )
Fairly satisfied
151 ( 31.9% )
Neither satisfied nor dissatisfied
19 ( 4.0% )
Fairly dissatisfied
4 ( 0.8% )
Very dissatisfied
1 ( 0.2% )
Missing/Not applicable
299
39

---

Q12l Satisfaction - quality of food/drink.
Very satisfied
64 ( 19.6% )
Fairly satisfied
140 ( 42.8% )
Neither satisfied nor dissatisfied
90 ( 27.5% )
Fairly dissatisfied
12 ( 3.7% )
Very dissatisfied
21 ( 6.4% )
Missing/Not applicable
446
Q12m Satisfaction - cleanliness of changing area.
Very satisfied
182 ( 30.2% )
Fairly satisfied
287 ( 47.6% )
Neither satisfied nor dissatisfied
84 ( 13.9% )
Fairly dissatisfied
33 ( 5.5% )
Very dissatisfied
17 ( 2.8% )
Missing/Not applicable
170
Q12n Satisfaction - cleanliness of activity spaces.
Very satisfied
297 ( 41.0% )
Fairly satisfied
281 ( 38.8% )
Neither satisfied nor dissatisfied
103 ( 14.2% )
Fairly dissatisfied
35 ( 4.8% )
Very dissatisfied
9 ( 1.2% )
Missing/Not applicable
48
40

---

Q12o Satisfaction - helpfulness of reception staff.
Very satisfied
377 ( 51.2% )
Fairly satisfied
302 ( 41.0% )
Neither satisfied nor dissatisfied
48 ( 6.5% )
Fairly dissatisfied
6 ( 0.8% )
Very dissatisfied
3 ( 0.4% )
Missing/Not applicable
37
Q12p Satisfaction - helpfulness of other staff.
Very satisfied
295 ( 46.0% )
Fairly satisfied
277 ( 43.1% )
Neither satisfied nor dissatisfied
64 ( 10.0% )
Fairly dissatisfied
4 ( 0.6% )
Very dissatisfied
2 ( 0.3% )
Missing/Not applicable
131
Q12q Satisfaction - standard of coaching/instruction.
Very satisfied
65 ( 57.5% )
Fairly satisfied
31 ( 27.4% )
Neither satisfied nor dissatisfied
13 ( 11.5% )
Fairly dissatisfied
1 ( 0.9% )
Very dissatisfied
3 ( 2.7% )
Missing/Not applicable
660
41

---

Q12r Satisfaction - value for money of activities.
Very satisfied
286 ( 39.7% )
Fairly satisfied
270 ( 37.5% )
Neither satisfied nor dissatisfied
95 ( 13.2% )
Fairly dissatisfied
39 ( 5.4% )
Very dissatisfied
30 ( 4.2% )
Missing/Not applicable
53
Q12s Satisfaction - value for money of food/drink.
Very satisfied
119 ( 31.5% )
Fairly satisfied
143 ( 37.8% )
Neither satisfied nor dissatisfied
84 ( 22.2% )
Fairly dissatisfied
13 ( 3.4% )
Very dissatisfied
19 ( 5.0% )
Missing/Not applicable
395
Q12t Satisfaction - overall satisfaction of visit.
Very satisfied
355 ( 46.6% )
Fairly satisfied
349 ( 45.9% )
Neither satisfied nor dissatisfied
49 ( 6.4% )
Fairly dissatisfied
5 ( 0.7% )
Very dissatisfied
3 ( 0.4% )
Missing/Not applicable
12
42

---

Q13a Importance - availability of activities at convenient times.
Very important
403 ( 53.6% )
Fairly important
315 ( 41.9% )
Neither important nor unimportant
32 ( 4.3% )
Fairly unimportant
2 ( 0.3% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
21
Q13b Importance - ease of booking.
Very important
350 ( 49.3% )
Fairly important
313 ( 44.1% )
Neither important nor unimportant
40 ( 5.6% )
Fairly unimportant
3 ( 0.4% )
Very unimportant
4 ( 0.6% )
Missing/Not applicable
63
Q13c Importance - activity charges/fees.
Very important
418 ( 56.7% )
Fairly important
271 ( 36.8% )
Neither important nor unimportant
42 ( 5.7% )
Fairly unimportant
4 ( 0.5% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
36
43

---

Q13d Importance - the range of activities available.
Very important
362 ( 50.0% )
Fairly important
296 ( 40.9% )
Neither important nor unimportant
58 ( 8.0% )
Fairly unimportant
3 ( 0.4% )
Very unimportant
5 ( 0.7% )
Missing/Not applicable
49
Q13e Importance - quality of flooring in sports hall.
Very important
401 ( 54.3% )
Fairly important
274 ( 37.1% )
Neither important nor unimportant
55 ( 7.4% )
Fairly unimportant
7 ( 0.9% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
34
Q13f Importance - quality of lighting in sports hall.
Very important
416 ( 56.7% )
Fairly important
269 ( 36.6% )
Neither important nor unimportant
45 ( 6.1% )
Fairly unimportant
3 ( 0.4% )
Very unimportant
1 ( 0.1% )
Missing/Not applicable
39
44

---

Q13g Importance - quality of equipment.
Very important
475 ( 67.5% )
Fairly important
189 ( 26.8% )
Neither important nor unimportant
35 ( 5.0% )
Fairly unimportant
2 ( 0.3% )
Very unimportant
3 ( 0.4% )
Missing/Not applicable
69
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
773
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
773
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
773
Q13k Importance - quality of car parking on site.
Very important
355 ( 56.1% )
Fairly important
224 ( 35.4% )
Neither important nor unimportant
47 ( 7.4% )
Fairly unimportant
3 ( 0.5% )
Very unimportant
4 ( 0.6% )
Missing/Not applicable
140
Q13l Importance - quality of food/drink.
Very important
143 ( 31.4% )
Fairly important
185 ( 40.7% )
Neither important nor unimportant
100 ( 22.0% )
Fairly unimportant
10 ( 2.2% )
Very unimportant
17 ( 3.7% )
Missing/Not applicable
318
46

---

Q13m Importance - cleanliness of changing area.
Very important
360 ( 53.2% )
Fairly important
283 ( 41.8% )
Neither important nor unimportant
30 ( 4.4% )
Fairly unimportant
2 ( 0.3% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
96
Q13n Importance - cleanliness of activity spaces.
Very important
436 ( 58.4% )
Fairly important
279 ( 37.4% )
Neither important nor unimportant
26 ( 3.5% )
Fairly unimportant
3 ( 0.4% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
27
Q13o Importance - helpfulness of reception staff.
Very important
433 ( 57.4% )
Fairly important
284 ( 37.6% )
Neither important nor unimportant
34 ( 4.5% )
Fairly unimportant
1 ( 0.1% )
Very unimportant
3 ( 0.4% )
Missing/Not applicable
18
47

---

Q13p Importance - helpfulness of other staff.
Very important
395 ( 54.1% )
Fairly important
281 ( 38.5% )
Neither important nor unimportant
52 ( 7.1% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
2 ( 0.3% )
Missing/Not applicable
43
Q13q Importance - standard of coaching/instruction
Very important
320 ( 57.3% )
Fairly important
163 ( 29.2% )
Neither important nor unimportant
62 ( 11.1% )
Fairly unimportant
3 ( 0.5% )
Very unimportant
10 ( 1.8% )
Missing/Not applicable
215
Q13r Importance - value for money of activities.
Very important
549 ( 73.1% )
Fairly important
173 ( 23.0% )
Neither important nor unimportant
26 ( 3.5% )
Fairly unimportant
3 ( 0.4% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
22
48

---

Q13s Importance - value for money of food/drink.
Very important
280 ( 53.3% )
Fairly important
132 ( 25.1% )
Neither important nor unimportant
96 ( 18.3% )
Fairly unimportant
7 ( 1.3% )
Very unimportant
10 ( 1.9% )
Missing/Not applicable
248
Q14 Gender.
Male
505 ( 65.4% )
Female
267 ( 34.6% )
Missing/Not applicable
1
Q15 Ethnic origin of respondent.
White
338 ( 44.1% )
Mixed
29 ( 3.8% )
Asian or Asian British
326 ( 42.5% )
Black or Black British
71 ( 9.3% )
Chinese or other ethnic group
3 ( 0.4% )
Missing/Not applicable
6
49

---

Q16 Long term illness, health problem or disability.
Yes
54 ( 7.0% )
No
712 ( 93.0% )
Missing/Not applicable
7
Q17 Age.
11 to 19
116 ( 15.2% )
20 to 59
575 ( 75.6% )
60 plus
70 ( 9.2% )
Missing/Not applicable
12
Q18 Current employment status.
Working full-time (30+ hrs)
370 ( 49.9% )
Working part-time (less than 30 hrs)
71 ( 9.6% )
On government work training programme
1 ( 0.1% )
Housewife/ husband/ full-time in the home
11 ( 1.5% )
Retired - company / personal pension
42 ( 5.7% )
Retired - state pension only
9 ( 1.2% )
Temporarily unable to work
6 ( 0.8% )
Permanently unable to work
5 ( 0.7% )
Unemployed - more than 6 months
18 ( 2.4% )
Unemployed - less than 6 months
17 ( 2.3% )
In full-time education (school)
46 ( 6.2% )
Full-time student (college/university)
100 ( 13.5% )
Never worked
34 ( 4.6% )
None of these
11 ( 1.5% )
Refused to say
0 ( 0.0% )
Missing/Not applicable
32
50

---

Socio-economic group.
1 & 2
248 ( 46.9% )
3
54 ( 10.2% )
4
24 ( 4.5% )
5
50 ( 9.5% )
6 & 7
153 ( 28.9% )
Missing/Not applicable
244
Q23 Postcode.
first part
number of
cumulative
of postcode
questionnaires
percent
B67
221
( 29.1% )
29.1
B66
152
( 20.0% )
49.1
B68
90
( 11.9% )
61.0
B69
36
( 4.7% )
65.7
B17
22
( 2.9% )
68.6
B32
17
( 2.2% )
70.9
B65
14
( 1.8% )
72.7
B70
14
( 1.8% )
74.6
B16
12
( 1.6% )
76.2
B71
10
( 1.3% )
77.5
B21
8
( 1.1% )
78.5
B62
7
( 0.9% )
79.4
B63
7
( 0.9% )
80.4
B18
6
( 0.8% )
81.2
B29
6
( 0.8% )
81.9
867
5
( 0.7% )
82.6
B28
5
( 0.7% )
83.3
B30
4
( 0.5% )
83.8
B31
4
( 0.5% )
84.3
B43
4
( 0.5% )
84.8
DY4
4
( 0.5% )
85.4
866
3
( 0.4% )
85.8
868
3
( 0.4% )
86.2
869
3
( 0.4% )
86.6
B20
3
( 0.4% )
87.0
B23
3
( 0.4% )
87.4
51

---

B36
3
( 0.4% )
87.7
B64
3
( 0.4% )
88.1
WS10
3
( 0.4% )
88.5
B10
2
( 0.3% )
88.8
B13
2
( 0.3% )
89.1
B42
2
( 0.3% )
89.3
B48
2
( 0.3% )
89.6
B9
2
( 0.3% )
89.9
CV11
2
( 0.3% )
90.1
D41
2
( 0.3% )
90.4
D43
2
( 0.3% )
90.6
HA4
2
( 0.3% )
90.9
W13
2
( 0.3% )
91.2
W55
2
( 0.3% )
91.4
WR11
2
( 0.3% )
91.7
WR2
2
( 0.3% )
92.0
WR9
2
( 0.3% )
92.2
2F
1
( 0.1% )
92.4
816
1
( 0.1% )
92.5
821
1
( 0.1% )
92.6
832
1
( 0.1% )
92.8
865
1
( 0.1% )
92.9
B1
1
( 0.1% )
93.0
B11
1
( 0.1% )
93.1
B12
1
( 0.1% )
93.3
B15
1
( 0.1% )
93.4
B19
1
( 0.1% )
93.5
B24
1
( 0.1% )
93.7
B26
1
( 0.1% )
93.8
B27
1
( 0.1% )
93.9
B34
1
( 0.1% )
94.1
B38
1
( 0.1% )
94.2
B5
1
( 0.1% )
94.3
B6S
1
( 0.1% )
94.5
B74
1
( 0.1% )
94.6
B76
1
( 0.1% )
94.7
B79
1
( 0.1% )
94.9
B8
1
( 0.1% )
95.0
B98
1
( 0.1% )
95.1
BR2
1
( 0.1% )
95.3
BV8
1
( 0.1% )
95.4
52

---

CH42
1
( 0.1% )
95.5
D20
1
( 0.1% )
95.7
D42
1
( 0.1% )
95.8
D49
1
( 0.1% )
95.9
D74
1
( 0.1% )
96.0
D98
1
( 0.1% )
96.2
DY
1
( 0.1% )
96.3
DY2
1
( 0.1% )
96.4
DY3
1
( 0.1% )
96.6
DY5
1
( 0.1% )
96.7
DY6
1
( 0.1% )
96.8
DY8
1
( 0.1% )
97.0
GL50
1
( 0.1% )
97.1
GU22
1
( 0.1% )
97.2
KA1
1
( 0.1% )
97.4
LA3
1
( 0.1% )
97.5
LL23
1
( 0.1% )
97.6
LS15
1
( 0.1% )
97.8
NN11
1
( 0.1% )
97.9
NR10
1
( 0.1% )
98.0
NV14
1
( 0.1% )
98.2
SG5
1
( 0.1% )
98.3
W5
1
( 0.1% )
98.4
W51
1
( 0.1% )
98.6
W7
1
( 0.1% )
98.7
WB51
1
( 0.1% )
98.8
WR10
1
( 0.1% )
98.9
WR5
1
( 0.1% )
99.1
WS1O
1
( 0.1% )
99.2
WS4
1
( 0.1% )
99.3
WV1
1
( 0.1% )
99.5
WV2
1
( 0.1% )
99.6
WV4
1
( 0.1% )
99.7
WV6
1
( 0.1% )
99.9
WY6
1
( 0.1% )
100.0
Missing/Not applicable
14
53

---

Document Outline

• HarryMit1209 Report v10
• HarryMit1209 bar chart report
• HarryMit1209 satisfaction report
• HarryMit1209 industry means report
• 3 APPENDIX 1
• HarryMit1209 frequencies report

---