Customer Standards - Leisure
Our promise
We will provide a safe and welcoming environment with high quality standards at all times. Our staff will be fully trained for their role and will be identifiable at all times. All our staff will help customers with their enquiries and welcome your comments. A formal complaints system is operated at each facility.
A management representative will be available at all sites to help with your enquiries. Information on all activities will be available at all times.
Our goal
“More visitors, more often”
Value for money standard
Our customer survey target has been increased from 80% satisfied or very satisfied to 85% from January 2007. Our average in 2006 was 89%
During 2005-06 our average subsidy per user was £1.60
During 2005 -06 our average number of visitors per square meter was 69
Customer Service standard
Our staff will be trained to deliver good standards of customer care.
Our target for the customer survey is 90% satisfied or very satisfied.
The average result in 2006 was 92%
Cleanliness standard
Our customer survey target remains at 80% satisfied or very satisfied. Our average score in 2006 was 76%
Health and Safety standard
We will operate out facilities to comply with all industry guidance on supervision and pool chemistry and strive to provide the safest possible environment with the resources available to us.
Our accidents as a percentage of visits between April and September 2006 is 0.013% our target is 0.01%