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

---

 
 

---

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

---

 
 

---

 
NBS REPORT FOR TIPTON SPORTS ACADEMY 
 
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 Tipton Sports 
Academy, 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 Tipton Sports Academy 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 350 users of the centre between 
12th and 19th September 2009, conducted by Result Market Research; 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 
Tipton Sports Academy is classified as being a 'dry with outdoor' centre which 
means that an indoor sports hall which could accommodate at least 4 badminton 
courts and outdoor provision, but no swimming pool. The actual floor space of the 
centre is 5,933m2 which means that it is benchmarked against comparable centres 
with a total floor space of at least 3,000m2 (that is large sized centres) and it has 
5,270m2 of usable space.  The catchment area has a relatively high proportion 
(32.96%) 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 Tipton Sports Academy are: 
 
•  dry with outdoor (benchmark family of 11 centres)     
•  20%+ of catchment population in NS-SEC 6 & 7 (benchmark family of 21 
centres)  
  
•  3000+ sq.m. (benchmark family of 42 centres)  
  
•  Trust (benchmark family of 42 centres)  
 
 
1

---

 
2.  
THE USER SURVEY SAMPLE 
 
Figure 1: Tipton Sports Academy 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 350 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 (243,407 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

---

 
Figure 2: Tipton Sports Academy User Survey Balance of Use 
 
 
 
2.3 
62% of respondents took part in a physical 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 single activity, accounting for 
nearly a quarter of the main activities undertaken during the survey period.  Given 
the distribution of activities undertaken, it is not surprising that the gym/fitness 
centre was the most utilised area 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 (63%) 
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. One in two 
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.  
 
3

---

 
3. 
SUMMARY OF PERFORMANCE FOR TIPTON SPORTS ACADEMY 
 
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 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Disabled <60 years 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Subsidy per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Visits per m2 
25% 
25% 
25% 
25% 
25% 
25% 
25% 
 
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 
 
4

---

 
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 
One of the key indicator scores, an access indicator, is in the top quartile.  Two 
access indicators and both efficiency indicators, however, are at or below their 25% 
benchmark levels.  The relatively weak access performances are the results of 
under-representation of visits  to the centre by the 60+ year olds (6%) and disabled 
under 60 years (1%), when comparing with their proportions (24% and 11% 
respectively) in the catchment area - which is possibly not unexpected given that it 
is a sport academy.   
 
 Access 
 
Bottom 
2nd 
3rd 
Top 
Access indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Females 
50% 
50% 
50% 
50% 
50% 
50% 
50% 
11-19 years 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
20-59 years 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
60+ years 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
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+ 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Unemployed 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
Discount card holders 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
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 more 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), of which three are at or above 
the 75% benchmark level. However, four which are relevant to social inclusion are 
below their 50% benchmark performance levels (60+ years, disabled under 60, 
disabled 60+, and ethnic minorities). Three other indicators are at the 75% 
benchmark or above, but these groups are not normally considered relevant to 
social inclusion, because people in these groups are not necessarily disadvantaged 
(20-59 years, discount card holders and first visits). 
 
 
5

---

 
 Financial 
Bottom 
2nd 
3rd 
Top 
Financial indicators 
25% 
50% 
75% 
quartile
quartile
quartile 
quartile
Subsidy per visit 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Cost recovery 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Subsidy per m2 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Subsidy per resident 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Operating cost per visit 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
3rd 
Operating cost per m2 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Maintenance & repair cost per m2 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Energy cost per m2 
Top 
Top 
Top 
Top 
Top 
Top 
Top 
Income per visit 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Income per m2 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
Bottom 
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 quite weak relative to the benchmarks, with all subsidy 
indicators below median (50%) benchmark level and cost recovery in its bottom 
quartile.  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 factors which constrain this 
financial performance are low income and low visits - see below. It is relevant to 
note that satisfaction with entrance charges and value for money of activities are 
fourth and ninth in the satisfaction rankings, with average customer scores of 4.49 
and 4.44 out of 5 respectively. Together these considerations suggest that the 
activity prices are not near to the limit of acceptability for customers. Two specific 
components of cost perform particularly well (i.e. low costs) - maintenance and 
repair costs per square metre and energy costs per square metre - although the first 
of these 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 
25% 
25% 
25% 
25% 
25% 
25% 
25% 
% of visits that are casual 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
2nd 
Weekly number of people 
visiting 
75% 
75% 
75% 
75% 
75% 
75% 
75% 
 
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 floor space of the centre.  This indicator performs at the 25% benchmark 
level, the simple product of a relatively low number of annual visits for a centre of 
 
6

---

 
this size.  However, the weekly number of people visiting performs at the 75% 
benchmark level, suggesting fairly strong market penetration in the local catchment 
population.  The percentage of visits which are casual (63%) is fairly 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. In fact only one attribute has a score below four, quality 
of food and drink - less than 4% of respondents were dissatisfied this attribute. 
 
 
Mean score gaps  
Attribute 
Importance 
Satisfaction 
Gap 
 Cleanliness of activity spaces   
 4.57   
 4.30   
 0.27   
 Value for money of activities   
 4.69   
 4.44   
 0.25   
 Cleanliness of changing areas   
 4.52   
 4.27   
 0.25   
 The activity charge/fee   
 4.68   
 4.49   
 0.19   
 Standard of coaching/instruction   
 4.68   
 4.50   
 0.18   
 
 
Rank gaps  
Attribute 
Importance 
Satisfaction 
Gap 
 Value for money of activities   
 1   
 9   
 -8   
 Cleanliness of activity spaces   
 7   
 13   
 -6   
 The activity charge/fee   
 2   
 4   
 -2   
 Cleanliness of changing areas   
 12   
 14   
 -2   
 Quality of equipment   
 4   
 5   
 -1   
 
3.10 
Four attributes feature in both the tables above. The second table demonstrates that 
three of the attributes are among the most important to customers. It is relevant to 
note that the mean score gaps and the bottom three rank gaps featured are very 
small by industry standards, and four of the above attributes are among the centre's 
strengths - see grid analysis. Value for money of activities shows the largest gap 
measured by rankings, but only 3% of respondents expressed dissatisfaction with it 
(Q12r).  From the frequency distributions in the appendix, it is apparent that less 
than 3% of respondents were dissatisfied with any one of the attributes featured 
(Q12n, c, q and g). This reinforces the fact that there is not a widespread, absolute 
problem with such attributes. So any problems are not absolute, but relative - the 
 
7

---

 
satisfaction scores falling short of the importance scores - and minorities of 
customers are dissatisfied.   
 
 Grid 
analysis 
 
3.11  The grid analysis reveals two attributes which are in the quadrant for high 
importance and low satisfaction: the two cleanliness attributes - these are normally 
the attributes most deserving of managerial attention. 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 well 
above the industry average overall satisfaction for dry centres, at 4.45 out of 5, and 
exceeds industry average scores for all of the 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. 
 
 
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 
Cleanliness of activity spaces 
in importance 
Secondary 
Quality of food & drink 
Relatively low satisfaction but relatively 
weaknesses 
Value for money of food & drink 
low in importance 
 
8

---

 
 
 
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 three are also in the top four for importance rankings 
- a desirable correlation. The appearance of availability of activities and ease of 
booking in the centre strengths may reflect the relatively low number of visits to 
this centre.  
 
 
Relatively strong attributes 
Evidence 
Primary 
Activity available at convenient times  
In top five satisfaction scores; 
strengths 
Standard of coaching/instruction  
relatively high in importance 
The activity charge/fee  
Quality of equipment 
Secondary 
Ease of booking 
In top five satisfaction scores but not 
strengths 
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; weekly number of people visiting; 
staff; three accessibility attributes; equipment quality 
Ones to watch 
Cleanliness 
Weaknesses 
Finance; visit per sq.m. 
 
 
9

---

 
4.  
MAP OF CATCHMENT AREA AND POPULATION STATISTICS 
 
4.1 
The catchment area shown in this map is defined as the area within which Tipton 
Sports Academy attracts more visitors than any other centre, i.e. the area within 
which Tipton Sports Academy is the dominant supplier.  On the next page are key 
population statistics for the catchment area. 
Sport England Benchmark Service
Tipton Sports Academy
Ki
K
K ngs
i
 H
ngs
ngs i
 H ll
i
Kings H l
i l
lll
Bra
Br d
a l
d e
l y
e
Bradl
Ocker
Oc
O
 H
ker i
 H ll
i
Ocker H
Gre
Gr
Gre
Gr
Ti
T pt
Tip
Tii
Ti t
pp on G
ptto
t n
ton r
on G
 G
 G
on G e
rr e
e n
e
Tipton Gre
een
een
Key
Catchment
Tipton Sports Academy
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

---

Tipton Sports Academy
confirmation of catchment data used
% population 11 - 19
14.2
% population 20 - 59
61.76
% population 60+
24.04
% population non-white
9.44
% population groups NS-SEC 67
32.96
% population <60 disabled
11.26
% population 60+ disabled
12.48
total residents competing
16455
total residents non-competing
21886
difference
5431
11

---

---

Key Indicators
% visits 11-19 years ÷ % catchment population 11-19 years
2.95
2.00
1.86
1.86
1.86
1.57
1.25
1.11
1.02
1.02
1.00
0.91
0.77
0.73
0.69
0.61
0.52
0.56
0.19
0.25
0.21
0.17
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.03
lowest score
25%
50%
75%
highest score
% visits from social classes 6 & 7  ÷ % catchment population in social classes 6 & 7
1.23
1.06
1.08
0.97
1.00
0.86
0.85
0.73
0.71
0.63
0.58
0.49
0.52
0.50
0.42
0.41
0.40
0.32
0.15
0.16
0.08
0.00
0.00
-0.50
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.04
lowest score
25%
50%
75%
highest score
13

---

% visits from black, Asian & other ethnic groups ÷ % catchment population in same 
ethnic groups
6.74
6.74
6.74
6.10
6.00
4.00
3.50
2.92
2.54
1.97
1.85
1.99
2.00
1.43
1.53
1.38
1.12
0.96
1.08
1.04
0.62
0.31
0.31
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.44
lowest score
25%
50%
75%
highest score
% visits 60+ years ÷ % catchment population 60+ years
1.32
1.00
0.92
0.84
0.74
0.63
0.56
0.55
0.49
0.50
0.46
0.48
0.42
0.38
0.33
0.35
0.35
0.23
0.16
0.12
0.09
0.09
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 0.24
lowest score
25%
50%
75%
highest score
14

---

% visits <60 years disabled ÷ % catchment population <60 years disabled
1.24
1.24
1.12
1.03
1.00
0.96
0.88
0.90
0.84
0.71
0.70
0.65
0.65
0.58
0.48
0.49
0.50
0.50
0.34
0.27
0.25
0.25
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 0.13
lowest score
25%
50%
75%
highest score
Subsidy per visit (£) - 1
-1.71
-1.71
-0.48
-0.26
-0.24
0.01
0.09
0.00
0.51
0.36
0.38
1.12
1.14
0.96
1.72
1.87
1.77
2.00
3.78
4.00
4.36
5.70
6.00
6.75
8.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 2.43
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

---

Annual visits per sq. m. (excluding offices)
277
277
243
201
200
127
119
118
100
100
91
80
86
64
59
53
38
40
13
13
13
19
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 46
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
1.36
1.27
1.27
1.24
1.24
1.22
1.19
1.19
1.20
1.20
1.15
1.13
1.14
1.11
1.06
1.07
1.00
0.96
0.83
0.80
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.29
lowest score
25%
50%
75%
highest score
% visits which were first visits
23.08
23.08
20.00
15.07
15.00
12.72
12.72
10.93
10.00
8.02
7.65
7.40
5.40
5.29
5.29
5.68
5.00
3.16
3.31
3.33
2.02
1.15
0.95
1.11
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 11.71
lowest score
25%
50%
75%
highest score
17

---

% visits with discount card
93.95
93.95
80.00
70.89
70.89
58.17
60.00
54.26
49.72
46.67
43.44
45.05
40.00
37.19
37.71
37.24
37.71
29.68
25.88
19.90
20.00
17.39
9.79
9.79
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 50.29
lowest score
25%
50%
75%
highest score
% visits with discount card for 'disadvantage'
52.45
52.45
40.00
32.51
25.90
26.18
21.71
22.15
22.37
20.00
18.18
18.83
13.96
11.70
11.75
8.77
8.77
6.82
5.99
4.19
2.55
1.27
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 24.57
lowest score
25%
50%
75%
highest score
18

---

% visits female
78
75
68
64
65
64
59
60
56
58
58
51
50
51
51
45
43
39
40
37
21
20
11
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 51
lowest score
25%
50%
75%
highest score
% visits 60+ years disabled ÷ % catchment population 60+ years disabled
1.27
1.00
0.72
0.72
0.50
0.44
0.43
0.37
0.37
0.39
0.32
0.27
0.27
0.22
0.25
0.11
0.12
0.06
0.07
0.00
0.00
0.00
0.00
-0.50
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 0.02
lowest score
25%
50%
75%
highest score
19

---

% visits unemployed
12.19
10.98
11.34
10.25
10.00
5.00
3.48
2.91
2.91
3.00
2.12
1.97 2.29
2.06
2.29
1.19
1.23
1.33
0.00
0.00
0.00
0.00
0.00
-5.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 2.97
lowest score
25%
50%
75%
highest score
% cost recovery
176
176
150
120
107
108
108
98
100
90
91
82
76
72
72
68
51
54
50
39
39
40
42
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 48
lowest score
25%
50%
75%
highest score
20

---

Subsidy per visit (£) - 2
-2.41
-2.41
-2.00
-0.26 -0.48
-0.24
-0.14
0.09
0.00
0.51
0.29
0.32
1.12
1.14
0.96
1.72
1.87
1.77
2.00
3.78
4.00
4.36
5.70
6.00
6.75
8.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.71
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
-268
-15
-54
-20
-20
30
20
9
0
79
55
17
63
56
150
117
180
272
500
1004
1004
1000
1500
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 70
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
-36.36
-4.36
-4.20
-0.96
-3.34
1.84
0.68
0.00
6.75
6.56
4.44
6.30
10.04
11.26
14.46
17.45
33.26
44.53
44.53
50.00
79.37
100.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 25.36
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
1.85
2.14
2.00
2.41
2.78
2.93
3.18
3.52
3.70
3.59
4.00
4.48
4.28
5.19
5.66
5.72
6.00
6.72
7.54
8.00
9.94
10.00
11.69
12.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 3.29
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
35
136
147
110
208
199
254
246
332
290
300
362
370
444
524
500
630
1000
1500
1648
1648
2000
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 135
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
0
4
1
2
7
10
9
7
8
13
14
18
20
21
32
37
50
65
100
148
148
150
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 6
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
4
10
10
19
17
19
29
26
26
32
39
40
38
48
50
63
72
100
150
169
169
200
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 15
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
5.59
5.15
5.00
4.84
4.12
4.22
4.00
3.70
3.42
3.42
3.34
3.00
2.79
2.76
2.76
2.80
1.98
2.00
1.80
1.74
1.78
1.74
1.47
1.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.57
lowest score
25%
50%
75%
highest score
24

---

Total income per sq. m. (£)
644
644
624
624
600
400
369
348
302
278
257
257
216
189
200
167
142
98
82
78
35
35
35
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 65
lowest score
25%
50%
75%
highest score
Direct income per visit (£)
5.38
5.01
4.93
5.00
4.37
3.89
3.89
4.00
3.36
3.17
3.17
3.00
2.88
2.54
2.42
2.46
2.12
2.00
1.65
1.54
1.30
1.16
1.21
1.16
1.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 1.18
lowest score
25%
50%
75%
highest score
25

---

Secondary income per visit (£)
1.94
1.50
1.25
1.25
1.00
0.70
0.74
0.58
0.46
0.50
0.39
0.36
0.23
0.25
0.13
0.10
0.11
0.03
0.01
0.04
0.05
0.01
0.01
0.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 0.40
lowest score
25%
50%
75%
highest score
Annual visits per sq. m. (including offices)
231
231
200
160
160
150
111
111
113
100
87
80
77
69
59
48
52
50
33
37
13
13
13
16
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 41
lowest score
25%
50%
75%
highest score
For this indicator, total indoor floor space is used
26

---

% visits casual, instead of organised
97
93
91
80
77
78
76
78
72
73
69
65
59
60
53
52
47
37
40
33
19
20
16
13
0
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 63
lowest score
25%
50%
75%
highest score
Weekly number of people visiting the facility, as % of catchment population 11+
74.97
60.00
42.06
40.00
24.85
24.85
23.13
20.00
13.08
13.73
10.78
12.42
12.71
9.54
6.46
6.80 8.23
8.00
5.55
2.97
4.10
0.00
0.00
0.00
-20.00
Dry with outdoor
High NS-SEC
3000+ sq.m.
Trust
Centre score = 13.36
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
8 4.55 347
1 4.64 347
7 -0.09
b.
Ease of booking
13 4.42 334
3 4.49 317
10 -0.07
c.
The activity charge/fee
2 4.68 345
4 4.49 344
-2
0.19
d.
The range of activities available
9 4.54 345
10 4.42 343
-1
0.12
Quality of facilities/services
e.
Quality of flooring in the sports hall
10 4.54 301
11 4.39
59
-1
0.15
f.
Quality of lighting in the sports hall
10 4.54 301
8 4.44
61
2
0.10
g.
Quality of equipment
4 4.65 308
5 4.48 295
-1
0.17
k.
Quality of car parking on site
14 4.27 326
12 4.38 229
2 -0.11
l.
Quality of food and drink
16 3.91 323
16 3.88 312
0
0.03
Cleanliness
m.
Cleanliness of changing areas
12 4.52 305
14 4.27 296
-2
0.25
n.
Cleanliness of activity spaces
7 4.57 341
13 4.30 334
-6
0.27
Staff
o.
Helpfulness of reception staff
5 4.64 347
6 4.47 342
-1
0.17
p.
Helpfulness of other staff
6 4.62 345
7 4.47 338
-1
0.15
q.
Standard of coaching/instruction
3 4.68 324
2 4.50 191
1
0.18
Value for money
r.
Value for money of activities
1 4.69 348
9 4.44 346
-8
0.25
s.
Value for money of food/drink
15 4.26 332
15 4.09 310
0
0.17
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
4.45 350
* 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
n.
Cleanliness of activity spaces
7 4.57 341
13 4.30 334
-6
0.27
r.
Value for money of activities
1 4.69 348
9 4.44 346
-8
0.25
m.
Cleanliness of changing areas
12 4.52 305
14 4.27 296
-2
0.25
c.
The activity charge/fee
2 4.68 345
4 4.49 344
-2
0.19
q.
Standard of coaching/instruction
3 4.68 324
2 4.50 191
1
0.18
g.
Quality of equipment
4 4.65 308
5 4.48 295
-1
0.17
o.
Helpfulness of reception staff
5 4.64 347
6 4.47 342
-1
0.17
s.
Value for money of food/drink
15 4.26 332
15 4.09 310
0
0.17
p.
Helpfulness of other staff
6 4.62 345
7 4.47 338
-1
0.15
e.
Quality of flooring in the sports hall
10 4.54 301
11 4.39
59
-1
0.15
d.
The range of activities available
9 4.54 345
10 4.42 343
-1
0.12
f.
Quality of lighting in the sports hall
10 4.54 301
8 4.44
61
2
0.10
l.
Quality of food and drink
16 3.91 323
16 3.88 312
0
0.03
b.
Ease of booking
13 4.42 334
3 4.49 317
10 -0.07
a.
Activity available at convenient times
8 4.55 347
1 4.64 347
7 -0.09
k.
Quality of car parking on site
14 4.27 326
12 4.38 229
2 -0.11
29

---

Satisfaction and importance scores: by rank gaps
GAPS
( Importance minus
IMPORTANCE
SATISFACTION
Satisfaction )
Rank Mean no
Rank Mean no
Rank Mean
r.
Value for money of activities
1 4.69 348
9 4.44 346
-8
0.25
n.
Cleanliness of activity spaces
7 4.57 341
13 4.30 334
-6
0.27
c.
The activity charge/fee
2 4.68 345
4 4.49 344
-2
0.19
m.
Cleanliness of changing areas
12 4.52 305
14 4.27 296
-2
0.25
g.
Quality of equipment
4 4.65 308
5 4.48 295
-1
0.17
p.
Helpfulness of other staff
6 4.62 345
7 4.47 338
-1
0.15
o.
Helpfulness of reception staff
5 4.64 347
6 4.47 342
-1
0.17
d.
The range of activities available
9 4.54 345
10 4.42 343
-1
0.12
e.
Quality of flooring in the sports hall
10 4.54 301
11 4.39
59
-1
0.15
l.
Quality of food and drink
16 3.91 323
16 3.88 312
0
0.03
s.
Value for money of food/drink
15 4.26 332
15 4.09 310
0
0.17
q.
Standard of coaching/instruction
3 4.68 324
2 4.50 191
1
0.18
f.
Quality of lighting in the sports hall
10 4.54 301
8 4.44
61
2
0.10
k.
Quality of car parking on site
14 4.27 326
12 4.38 229
2 -0.11
a.
Activity available at convenient times
8 4.55 347
1 4.64 347
7 -0.09
b.
Ease of booking
13 4.42 334
3 4.49 317
10 -0.07
30

---

Centre satisfaction scores compared with industry average scores
centre
centre
industry
industry
score
rank
mean
rank
Activity available at convenient times
4.64
1
4.42
2
Ease of booking
4.49
3
4.35
5
The activity charge/fee
4.49
4
4.14
8
The range of activities available
4.42
10
4.18
6
Quality of flooring in the sports hall
4.39
11
4.11
9
Quality of lighting in the sports hall
4.44
8
4.10
10
Quality of equipment
4.48
5
4.08
11
Quality of car parking on site
4.38
12
3.93
13
Quality of food and drink
3.88
16
3.58
16
Cleanliness of changing areas
4.27
14
3.88
14
Cleanliness of activity spaces
4.30
13
4.05
12
Helpfulness of reception staff
4.47
6
4.41
3
Helpfulness of other staff
4.47
7
4.36
4
Standard of coaching/instruction
4.50
2
4.43
1
Value for money of activities
4.44
9
4.17
7
Value for money of food/drink
4.09
15
3.68
15
Overall satisfaction with visit
4.45
4.25
 
31

---

 
 
 
 
 
 
 
 
 
 
 
 
 
 
APPENDIX 1: 
 
USER SURVEY FREQUENCY DISTRIBUTIONS 
32

---

Q1 Main activity today?
Badminton
27 ( 7.7% )
Keep fit/aerobics/etc
14 ( 4.0% )
Fitness equipment/machines etc
79 ( 22.6% )
Martial arts
8 ( 2.3% )
Five-a-side football
24 ( 6.9% )
Gymnastics
3 ( 0.9% )
Basketball or volleyball
7 ( 2.0% )
Other physical activity
53 ( 15.1% )
Swimming or aqua fit
0 ( 0.0% )
A spectator
106 ( 30.3% )
Another type of activity
29 ( 8.3% )
Q2 Where did you do your main activity today?
Swimming pool
0 ( 0.0% )
Gym/fitness centre
81 ( 38.6% )
Outside facility
16 ( 7.6% )
Main hall
33 ( 15.7% )
Smaller hall
29 ( 13.8% )
Another part of the facility
51 ( 24.3% )
Missing/Not applicable
140
Q3 How you are taking part in your main activity today?
An organised class/session
62 ( 29.0% )
As an individual user
134 ( 62.6% )
As a member of a club or team
18 ( 8.4% )
Other
0 ( 0.0% )
Missing/Not applicable
136
33

---

Q4 Is today your first ever visit to this facility?
Yes
41 ( 11.7% )
No
309 ( 88.3% )
Missing/Not applicable
0
Q5a Number of times visited in past 7 days.
1
154 ( 44.0% )
2
86 ( 24.6% )
3
46 ( 13.1% )
4
41 ( 11.7% )
5
7 ( 2.0% )
6
10 ( 2.9% )
7
6 ( 1.7% )
8 plus
0 ( 0.0% )
Missing/Not applicable
0
Q5b Number of times visited in past 4 weeks.
1 to 5
162 ( 47.9% )
6 to 10
99 ( 29.3% )
11 to 15
35 ( 10.4% )
16 to 20
28 ( 8.3% )
21 plus
14 ( 4.1% )
Missing/Not applicable
12
34

---

Q7 Do you have a leisure card?
Yes
176 ( 50.3% )
No
174 ( 49.7% )
Missing/Not applicable
0
Q8 Basis of eligibility for card/scheme.
Disadvantaged
86 ( 49.4% )
Other
88 ( 50.6% )
Missing/Not applicable
176
Q9 From where did you come here today?
Straight from home
202 ( 57.7% )
Straight from work, school or college
90 ( 25.7% )
Other e.g. from shopping
58 ( 16.6% )
Missing/Not applicable
0
Q10 Main method of transport.
Car/motorcycle
232 ( 66.7% )
Public transport
81 ( 23.3% )
Walked all the way
26 ( 7.5% )
Other, including cycle
9 ( 2.6% )
Missing/Not applicable
2
35

---

Q11Journey time.
0-5 minutes
48 ( 13.8% )
6-10 minutes
75 ( 21.6% )
11-15 minutes
71 ( 20.4% )
16-20 minutes
73 ( 21.0% )
21-30 minutes
46 ( 13.2% )
31-45 minutes
28 ( 8.0% )
Over 45 minutes
7 ( 2.0% )
Missing/Not applicable
2
Q12a Satisfaction - availability of activities at convenient times.
Very satisfied
238 ( 68.6% )
Fairly satisfied
94 ( 27.1% )
Neither satisfied nor dissatisfied
14 ( 4.0% )
Fairly dissatisfied
1 ( 0.3% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
3
Q12b Satisfaction - ease of booking.
Very satisfied
194 ( 61.2% )
Fairly satisfied
86 ( 27.1% )
Neither satisfied nor dissatisfied
35 ( 11.0% )
Fairly dissatisfied
1 ( 0.3% )
Very dissatisfied
1 ( 0.3% )
Missing/Not applicable
33
36

---

Q12c Satisfaction - activity charges/fees.
Very satisfied
208 ( 60.5% )
Fairly satisfied
107 ( 31.1% )
Neither satisfied nor dissatisfied
20 ( 5.8% )
Fairly dissatisfied
6 ( 1.7% )
Very dissatisfied
3 ( 0.9% )
Missing/Not applicable
6
Q12d Satisfaction - range of activities available.
Very satisfied
184 ( 53.6% )
Fairly satisfied
124 ( 36.2% )
Neither satisfied nor dissatisfied
32 ( 9.3% )
Fairly dissatisfied
2 ( 0.6% )
Very dissatisfied
1 ( 0.3% )
Missing/Not applicable
7
Q12e Satisfaction - quality of flooring in sports hall.
Very satisfied
32 ( 54.2% )
Fairly satisfied
20 ( 33.9% )
Neither satisfied nor dissatisfied
5 ( 8.5% )
Fairly dissatisfied
2 ( 3.4% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
291
37

---

Q12f Satisfaction - quality of lighting in sports hall.
Very satisfied
36 ( 59.0% )
Fairly satisfied
17 ( 27.9% )
Neither satisfied nor dissatisfied
7 ( 11.5% )
Fairly dissatisfied
1 ( 1.6% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
289
Q12g Satisfaction - quality of equipment.
Very satisfied
187 ( 63.4% )
Fairly satisfied
68 ( 23.1% )
Neither satisfied nor dissatisfied
37 ( 12.5% )
Fairly dissatisfied
1 ( 0.3% )
Very dissatisfied
2 ( 0.7% )
Missing/Not applicable
55
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
350
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
350
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
350
Q12k Satisfaction - quality of car parking on site.
Very satisfied
114 ( 49.8% )
Fairly satisfied
91 ( 39.7% )
Neither satisfied nor dissatisfied
22 ( 9.6% )
Fairly dissatisfied
1 ( 0.4% )
Very dissatisfied
1 ( 0.4% )
Missing/Not applicable
121
39

---

Q12l Satisfaction - quality of food/drink.
Very satisfied
77 ( 24.7% )
Fairly satisfied
136 ( 43.6% )
Neither satisfied nor dissatisfied
88 ( 28.2% )
Fairly dissatisfied
7 ( 2.2% )
Very dissatisfied
4 ( 1.3% )
Missing/Not applicable
38
Q12m Satisfaction - cleanliness of changing area.
Very satisfied
136 ( 45.9% )
Fairly satisfied
111 ( 37.5% )
Neither satisfied nor dissatisfied
44 ( 14.9% )
Fairly dissatisfied
3 ( 1.0% )
Very dissatisfied
2 ( 0.7% )
Missing/Not applicable
54
Q12n Satisfaction - cleanliness of activity spaces.
Very satisfied
163 ( 48.8% )
Fairly satisfied
119 ( 35.6% )
Neither satisfied nor dissatisfied
44 ( 13.2% )
Fairly dissatisfied
6 ( 1.8% )
Very dissatisfied
2 ( 0.6% )
Missing/Not applicable
16
40

---

Q12o Satisfaction - helpfulness of reception staff.
Very satisfied
207 ( 60.5% )
Fairly satisfied
93 ( 27.2% )
Neither satisfied nor dissatisfied
39 ( 11.4% )
Fairly dissatisfied
3 ( 0.9% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
8
Q12p Satisfaction - helpfulness of other staff.
Very satisfied
199 ( 58.9% )
Fairly satisfied
98 ( 29.0% )
Neither satisfied nor dissatisfied
41 ( 12.1% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
12
Q12q Satisfaction - standard of coaching/instruction.
Very satisfied
118 ( 61.8% )
Fairly satisfied
51 ( 26.7% )
Neither satisfied nor dissatisfied
22 ( 11.5% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
0 ( 0.0% )
Missing/Not applicable
159
41

---

Q12r Satisfaction - value for money of activities.
Very satisfied
202 ( 58.4% )
Fairly satisfied
107 ( 30.9% )
Neither satisfied nor dissatisfied
28 ( 8.1% )
Fairly dissatisfied
5 ( 1.4% )
Very dissatisfied
4 ( 1.2% )
Missing/Not applicable
4
Q12s Satisfaction - value for money of food/drink.
Very satisfied
131 ( 42.3% )
Fairly satisfied
91 ( 29.4% )
Neither satisfied nor dissatisfied
74 ( 23.9% )
Fairly dissatisfied
12 ( 3.9% )
Very dissatisfied
2 ( 0.6% )
Missing/Not applicable
40
Q12t Satisfaction - overall satisfaction of visit.
Very satisfied
194 ( 55.4% )
Fairly satisfied
122 ( 34.9% )
Neither satisfied nor dissatisfied
32 ( 9.1% )
Fairly dissatisfied
0 ( 0.0% )
Very dissatisfied
2 ( 0.6% )
Missing/Not applicable
0
42

---

Q13a Importance - availability of activities at convenient times.
Very important
200 ( 57.6% )
Fairly important
137 ( 39.5% )
Neither important nor unimportant
10 ( 2.9% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
3
Q13b Importance - ease of booking.
Very important
171 ( 51.2% )
Fairly important
131 ( 39.2% )
Neither important nor unimportant
32 ( 9.6% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
16
Q13c Importance - activity charges/fees.
Very important
245 ( 71.0% )
Fairly important
90 ( 26.1% )
Neither important nor unimportant
10 ( 2.9% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
5
43

---

Q13d Importance - the range of activities available.
Very important
205 ( 59.4% )
Fairly important
123 ( 35.7% )
Neither important nor unimportant
17 ( 4.9% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
5
Q13e Importance - quality of flooring in sports hall.
Very important
189 ( 62.8% )
Fairly important
85 ( 28.2% )
Neither important nor unimportant
27 ( 9.0% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
49
Q13f Importance - quality of lighting in sports hall.
Very important
190 ( 63.1% )
Fairly important
83 ( 27.6% )
Neither important nor unimportant
28 ( 9.3% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
49
44

---

Q13g Importance - quality of equipment.
Very important
222 ( 72.1% )
Fairly important
65 ( 21.1% )
Neither important nor unimportant
21 ( 6.8% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
42
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
350
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
350
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
350
Q13k Importance - quality of car parking on site.
Very important
149 ( 45.7% )
Fairly important
121 ( 37.1% )
Neither important nor unimportant
53 ( 16.3% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
3 ( 0.9% )
Missing/Not applicable
24
Q13l Importance - quality of food/drink.
Very important
84 ( 26.0% )
Fairly important
135 ( 41.8% )
Neither important nor unimportant
96 ( 29.7% )
Fairly unimportant
8 ( 2.5% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
27
46

---

Q13m Importance - cleanliness of changing area.
Very important
187 ( 61.3% )
Fairly important
91 ( 29.8% )
Neither important nor unimportant
26 ( 8.5% )
Fairly unimportant
1 ( 0.3% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
45
Q13n Importance - cleanliness of activity spaces.
Very important
219 ( 64.2% )
Fairly important
100 ( 29.3% )
Neither important nor unimportant
21 ( 6.2% )
Fairly unimportant
1 ( 0.3% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
9
Q13o Importance - helpfulness of reception staff.
Very important
238 ( 68.6% )
Fairly important
93 ( 26.8% )
Neither important nor unimportant
16 ( 4.6% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
3
47

---

Q13p Importance - helpfulness of other staff.
Very important
233 ( 67.5% )
Fairly important
94 ( 27.2% )
Neither important nor unimportant
18 ( 5.2% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
5
Q13q Importance - standard of coaching/instruction
Very important
237 ( 73.1% )
Fairly important
70 ( 21.6% )
Neither important nor unimportant
17 ( 5.2% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
26
Q13r Importance - value for money of activities.
Very important
255 ( 73.3% )
Fairly important
79 ( 22.7% )
Neither important nor unimportant
14 ( 4.0% )
Fairly unimportant
0 ( 0.0% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
2
48

---

Q13s Importance - value for money of food/drink.
Very important
164 ( 49.4% )
Fairly important
94 ( 28.3% )
Neither important nor unimportant
69 ( 20.8% )
Fairly unimportant
5 ( 1.5% )
Very unimportant
0 ( 0.0% )
Missing/Not applicable
18
Q14 Gender.
Male
171 ( 48.9% )
Female
179 ( 51.1% )
Missing/Not applicable
0
Q15 Ethnic origin of respondent.
White
299 ( 86.4% )
Mixed
12 ( 3.5% )
Asian or Asian British
22 ( 6.4% )
Black or Black British
13 ( 3.8% )
Chinese or other ethnic group
0 ( 0.0% )
Missing/Not applicable
4
49

---

Q16 Long term illness, health problem or disability.
Yes
6 ( 1.7% )
No
342 ( 98.3% )
Missing/Not applicable
2
Q17 Age.
11 to 19
51 ( 14.6% )
20 to 59
279 ( 79.7% )
60 plus
20 ( 5.7% )
Missing/Not applicable
0
Q18 Current employment status.
Working full-time (30+ hrs)
166 ( 49.3% )
Working part-time (less than 30 hrs)
54 ( 16.0% )
On government work training programme
2 ( 0.6% )
Housewife/ husband/ full-time in the home
16 ( 4.7% )
Retired - company / personal pension
4 ( 1.2% )
Retired - state pension only
12 ( 3.6% )
Temporarily unable to work
4 ( 1.2% )
Permanently unable to work
1 ( 0.3% )
Unemployed - more than 6 months
5 ( 1.5% )
Unemployed - less than 6 months
5 ( 1.5% )
In full-time education (school)
7 ( 2.1% )
Full-time student (college/university)
54 ( 16.0% )
Never worked
6 ( 1.8% )
None of these
1 ( 0.3% )
Refused to say
0 ( 0.0% )
Missing/Not applicable
13
50

---

Socio-economic group.
1 & 2
88 ( 33.1% )
3
54 ( 20.3% )
4
16 ( 6.0% )
5
17 ( 6.4% )
6 & 7
91 ( 34.2% )
Missing/Not applicable
84
Q23 Postcode.
first part
number of
cumulative
of postcode
questionnaires
percent
DY4
205
( 59.2% )
59.2
WS10
15
( 4.3% )
63.6
DY3
12
( 3.5% )
67.1
B69
9
( 2.6% )
69.7
WV14
9
( 2.6% )
72.3
B71
8
( 2.3% )
74.6
DY1
8
( 2.3% )
76.9
DY2
6
( 1.7% )
78.6
DY6
5
( 1.4% )
80.1
B62
4
( 1.2% )
81.2
B70
4
( 1.2% )
82.4
WS2
4
( 1.2% )
83.5
B63
3
( 0.9% )
84.4
B67
3
( 0.9% )
85.3
B68
3
( 0.9% )
86.1
WS11
3
( 0.9% )
87.0
BY1
2
( 0.6% )
87.6
D44
2
( 0.6% )
88.2
WV10
2
( 0.6% )
88.7
WV12
2
( 0.6% )
89.3
WV3
2
( 0.6% )
89.9
WV4
2
( 0.6% )
90.5
WV6
2
( 0.6% )
91.0
B30
1
( 0.3% )
91.3
B43
1
( 0.3% )
91.6
B64
1
( 0.3% )
91.9
51

---

B65
1
( 0.3% )
92.2
B66
1
( 0.3% )
92.5
B74
1
( 0.3% )
92.8
B8
1
( 0.3% )
93.1
B90
1
( 0.3% )
93.4
CU32
1
( 0.3% )
93.6
CV37
1
( 0.3% )
93.9
CV8
1
( 0.3% )
94.2
D91
1
( 0.3% )
94.5
D94
1
( 0.3% )
94.8
DX4
1
( 0.3% )
95.1
DY8
1
( 0.3% )
95.4
DY9
1
( 0.3% )
95.7
PE9
1
( 0.3% )
96.0
R71
1
( 0.3% )
96.2
ST16
1
( 0.3% )
96.5
SY14
1
( 0.3% )
96.8
WS14
1
( 0.3% )
97.1
WS3
1
( 0.3% )
97.4
WS4
1
( 0.3% )
97.7
WS5
1
( 0.3% )
98.0
WU12
1
( 0.3% )
98.3
WV1
1
( 0.3% )
98.6
WV11
1
( 0.3% )
98.8
WV13
1
( 0.3% )
99.1
WV16
1
( 0.3% )
99.4
WV5
1
( 0.3% )
99.7
WY3
1
( 0.3% )
100.0
Missing/Not applicable
4
52

---

Document Outline

• Tipton SA09 Report v10
• Tipton SA09 bar chart report
• Tipton SA09 satisfaction report
• Tipton SA09 industry means report
• 3 APPENDIX 1
• Tipton SA09 frequencies report

---