Stokewood Leisure Centre is one of the top-performing leisure centres in the UK, according to a recent mystery shopper visit carried out by Sport England’s leading national quality scheme, Quest.
Quest is the best-known improvement programme within the leisure industry and its rigorous assessments challenge even the very best leisure centres in the UK.
The scheme assesses more than 650 leisure centres across the UK and mystery shopper visits are an integral part of the intensive benchmarking process, which is carried out over a two-year period.
Stokewood Leisure Centre, which recently celebrated its 85th anniversary, is already in the top 10% of best-performing UK leisure centres and recently scored an impressive 97% in its latest mystery shopper visit, significantly exceeding the industry average.
Mystery shopper visits review a range of services and activities, from answering the phone, finding information on the website, clear signage, customer service, handling enquiries, cleanliness and range of services.
“Delivering great customer service is what makes the difference between an average leisure centre and an excellent one,”
says Mike Lyons, Director of Leisure Facilities for BH Live, the social enterprise which operates Stokewood Leisure Centre in partnership with Bournemouth Borough Council.
“The team gets genuine satisfaction from making sure that everyone who walks through our doors is welcomed, has a great time and feels better, which is ultimately what we are all about. We take part in Quest, alongside listening to our customers, to make sure we are improving all the time and we are incredibly proud of the team’s achievement.”
Quest’s operations director, Caroline Constantine, adds:
“By meeting Quest’s high standards and achieving such a fantastic score in its latest mystery shopper visit, Stokewood Leisure Centre has shown its commitment to providing quality facilities and service to its customers. In these tough economic times it is more important than ever that local leisure facilities can demonstrate their value, and Quest helps them do just that.”
Visit stokewoodleisurecentre.co.uk for more.
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Notes to the editor
Stokewood Leisure Centre is managed by BH Live in partnership with Bournemouth Borough Council.
About BH Live
BH Live is the South Coast’s leading operator of leisure and event venues – a social enterprise that designs and builds engaging experiences to inspire people and enrich lives. With over 2.5 million visits a year and over £31 million turnover, the organisation is changing lives – placing it at the heart of the UK’s growing social economy.
In 2013/14, BH Live hosted 423 shows, sold over half a million cultural, sporting and entertainment tickets, clocked up 1.8 million leisure centre visits and welcomed 88,000 conference and exhibition delegates which contributed over £45 million to the local economy.
For further press information:
Elizabeth Symmons
PR & Corporate Communications Executive, BH Live
Elizabeth.Symmons@bhlive.co.uk
01202 451866