Ballajura Aquatic Centre - Customer Satisfaction Survey

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1. At the City of Swan Leisure Centres we are committed to customer service. With your valuable feedback, we aim to continuously improve our customer service standards. Please read each question carefully and let us know how you feel about the service we provide.

Which centre do you currently use? (Required.)

Altone Park Leisure Centre

Swan Park Leisure Centre

Ballajura Aquatic Centre

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2. How satisfied are you with the following?

CUSTOMER SERVICE (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Accuracy of information provided by staff	Accuracy of information provided by staff Dissatisfied	Accuracy of information provided by staff Satisfied	Accuracy of information provided by staff Very Satisfied
Staff knowledge of what is offered at the centre	Staff knowledge of what is offered at the centre Dissatisfied	Staff knowledge of what is offered at the centre Satisfied	Staff knowledge of what is offered at the centre Very Satisfied
Provision of timely information by staff	Provision of timely information by staff Dissatisfied	Provision of timely information by staff Satisfied	Provision of timely information by staff Very Satisfied

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3. How satisfied are you with the following?

STAFF (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Presentation of Staff	Presentation of Staff Dissatisfied	Presentation of Staff Satisfied	Presentation of Staff Very Satisfied
Staff demonstrating a 'nothing is a problem' attitude	Staff demonstrating a 'nothing is a problem' attitude Dissatisfied	Staff demonstrating a 'nothing is a problem' attitude Satisfied	Staff demonstrating a 'nothing is a problem' attitude Very Satisfied
Ease of access to information	Ease of access to information Dissatisfied	Ease of access to information Satisfied	Ease of access to information Very Satisfied

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4. How satisfied are you with the following?

FACILITIES (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Range and suitability of facilities	Range and suitability of facilities Dissatisfied	Range and suitability of facilities Satisfied	Range and suitability of facilities Very Satisfied
Maintenance of the facility	Maintenance of the facility Dissatisfied	Maintenance of the facility Satisfied	Maintenance of the facility Very Satisfied
Opening hours of the centre	Opening hours of the centre Dissatisfied	Opening hours of the centre Satisfied	Opening hours of the centre Very Satisfied

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5. How satisfied are you with the following?

SERVICES (Required.)

	Dissatisfied	Satisfied	Very Satisfied	N/A
The service offered at reception	The service offered at reception Dissatisfied	The service offered at reception Satisfied	The service offered at reception Very Satisfied	The service offered at reception N/A
The service offered at the cafe	The service offered at the cafe Dissatisfied	The service offered at the cafe Satisfied	The service offered at the cafe Very Satisfied	The service offered at the cafe N/A

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6. How satisfied are you with the following?

CLEANLINESS (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Cleanliness and presentation of the centre	Cleanliness and presentation of the centre Dissatisfied	Cleanliness and presentation of the centre Satisfied	Cleanliness and presentation of the centre Very Satisfied
Cleanliness and presentation of the car park	Cleanliness and presentation of the car park Dissatisfied	Cleanliness and presentation of the car park Satisfied	Cleanliness and presentation of the car park Very Satisfied
Cleanliness and presentation of the change rooms	Cleanliness and presentation of the change rooms Dissatisfied	Cleanliness and presentation of the change rooms Satisfied	Cleanliness and presentation of the change rooms Very Satisfied

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7. How satisfied are you with the following:

PROGRAMS (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Your instructor or swim teacher	Your instructor or swim teacher Dissatisfied	Your instructor or swim teacher Satisfied	Your instructor or swim teacher Very Satisfied
Equipment you use at the centre	Equipment you use at the centre Dissatisfied	Equipment you use at the centre Satisfied	Equipment you use at the centre Very Satisfied
Your program / activity consistently starting on time	Your program / activity consistently starting on time Dissatisfied	Your program / activity consistently starting on time Satisfied	Your program / activity consistently starting on time Very Satisfied

Other (please specify)

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8. How satisfied are you with the following?

VALUE FOR MONEY (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Value for money	Value for money Dissatisfied	Value for money Satisfied	Value for money Very Satisfied

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9. How satisfied are you with the following?

OVERALL EXPERIENCE (Required.)

	Dissatisfied	Satisfied	Very Satisfied
Overall experience	Overall experience Dissatisfied	Overall experience Satisfied	Overall experience Very Satisfied

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10. To help us meet and exceed your expectations, we would like you to prioritise the following seven areas to show us what is most important to you.

Please rate the following in order of importance to you, 1 being the most important and 7 being the least important. (Required.)

	1	2	3	4	5	6	7
Customer Service	Customer Service 1	Customer Service 2	Customer Service 3	Customer Service 4	Customer Service 5	Customer Service 6	Customer Service 7
Staff	Staff 1	Staff 2	Staff 3	Staff 4	Staff 5	Staff 6	Staff 7
Facilities	Facilities 1	Facilities 2	Facilities 3	Facilities 4	Facilities 5	Facilities 6	Facilities 7
Services	Services 1	Services 2	Services 3	Services 4	Services 5	Services 6	Services 7
Cleanliness	Cleanliness 1	Cleanliness 2	Cleanliness 3	Cleanliness 4	Cleanliness 5	Cleanliness 6	Cleanliness 7
Programs	Programs 1	Programs 2	Programs 3	Programs 4	Programs 5	Programs 6	Programs 7
Value for money	Value for money 1	Value for money 2	Value for money 3	Value for money 4	Value for money 5	Value for money 6	Value for money 7

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11. In an effort to better serve your needs we would like to know more about you and your usage of the Ballajura Aquatic Centre. We appreciate you taking the time taken to complete these additional questions. Simply select the most appropriate response that most clearly represents your most recent visit as a user of this centre.

Are you a member? (Required.)

Yes

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12. Are you: (Required.)

Male

Female

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13. What is the main reason you choose to use the centre? (Required.)

Lap swimming/walking

Spa

Physiotherapy

Swimming lessons

Aqua aerobics

Leisure

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14. On average how long do you stay when you visit the centre? (Required.)

Less than 30 mins

30 mins - 1 hour

1 hour - 1.5 hours

More than 1.5 hours

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15. During your most recent visit, did you use any of the following: (Required.)

Cafe

Creche

Change rooms

Barbecues

Outdoor Area

None

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16. What age group do you fit into? (Required.)

15 - 19

20 - 24

25 - 29

30 - 34

35 - 39

40 - 44

45 - 49

50 - 54

55 - 59

60 - 64

65 - 69

70+

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17. If you visited the centre with a child/children what age group did they fall into?

	0 - 4	5 - 9	10 - 14	15+
Child 1	Child 1 0 - 4	Child 1 5 - 9	Child 1 10 - 14	Child 1 15+
Child 2	Child 2 0 - 4	Child 2 5 - 9	Child 2 10 - 14	Child 2 15+
Child 3	Child 3 0 - 4	Child 3 5 - 9	Child 3 10 - 14	Child 3 15+
Child 4	Child 4 0 - 4	Child 4 5 - 9	Child 4 10 - 14	Child 4 15+

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18. How do you travel to the centre: (Required.)

Car

Walk

Bicycle

Bus

Taxi

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19. In which suburb do you live (Required.)

Alexander Heights

Balcatta

Ballajura

Beechboro

Caversham

Darch

Dianella

Girrawheen

Greenwood

Gnangara

Hamersley

Henly Brook

Kiara

Koondoola

Landsdale

Madelly

Malaga

Marangaroo

Mirrabooka

Morley

Nollamara

Noranda

Osborne Park

Tuart Hill

Wangara

Wanneroo

Warwick

West Swan

Yokine

Other

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20. What is your average travel time from your home to the centre? (Required.)

Under 5 mins

5 - 10 mins

10 - 15 mins

15 - 20 mins

20+ mins

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21. How many times per week do you use the facility: (Required.)

Less than once

More than 7

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22. During your most recent visit, did you attend the facility: (Required.)

Alone

With a freind

With a family member

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23. Where have you seen or heard the City of Swan Leisure Centres promoted in the last six months: (Required.)

City of Swan Website

City of Swan Newsletter

Word of Mouth

Newspaper advertisement

City of Swan E-Newsletter

Internal advertisment

Previous Customer

In-Centre advertising

Other (please specify)

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* 2. How satisfied are you with the following?CUSTOMER SERVICE (Required.)

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* 3. How satisfied are you with the following?STAFF (Required.)

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* 4. How satisfied are you with the following?FACILITIES (Required.)

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* 5. How satisfied are you with the following?SERVICES (Required.)

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* 6. How satisfied are you with the following?CLEANLINESS (Required.)

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* 7. How satisfied are you with the following:PROGRAMS (Required.)

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* 8. How satisfied are you with the following?VALUE FOR MONEY (Required.)

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* 9. How satisfied are you with the following?OVERALL EXPERIENCE (Required.)

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* 10. To help us meet and exceed your expectations, we would like you to prioritise the following seven areas to show us what is most important to you.Please rate the following in order of importance to you, 1 being the most important and 7 being the least important. (Required.)

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* 12. Are you: (Required.)

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* 13. What is the main reason you choose to use the centre? (Required.)

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* 14. On average how long do you stay when you visit the centre? (Required.)

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* 15. During your most recent visit, did you use any of the following: (Required.)

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* 16. What age group do you fit into? (Required.)

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* 17. If you visited the centre with a child/children what age group did they fall into?

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* 18. How do you travel to the centre: (Required.)

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* 19. In which suburb do you live (Required.)

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* 20. What is your average travel time from your home to the centre? (Required.)

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* 21. How many times per week do you use the facility: (Required.)

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* 22. During your most recent visit, did you attend the facility: (Required.)

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* 23. Where have you seen or heard the City of Swan Leisure Centres promoted in the last six months: (Required.)

2. How satisfied are you with the following?

CUSTOMER SERVICE (Required.)

3. How satisfied are you with the following?

STAFF (Required.)

4. How satisfied are you with the following?

FACILITIES (Required.)

5. How satisfied are you with the following?

SERVICES (Required.)

6. How satisfied are you with the following?

CLEANLINESS (Required.)

7. How satisfied are you with the following:

PROGRAMS (Required.)

8. How satisfied are you with the following?

VALUE FOR MONEY (Required.)

9. How satisfied are you with the following?

OVERALL EXPERIENCE (Required.)

10. To help us meet and exceed your expectations, we would like you to prioritise the following seven areas to show us what is most important to you.

Please rate the following in order of importance to you, 1 being the most important and 7 being the least important. (Required.)

12. Are you: (Required.)

13. What is the main reason you choose to use the centre? (Required.)

14. On average how long do you stay when you visit the centre? (Required.)

15. During your most recent visit, did you use any of the following: (Required.)

16. What age group do you fit into? (Required.)

17. If you visited the centre with a child/children what age group did they fall into?

18. How do you travel to the centre: (Required.)

19. In which suburb do you live (Required.)

20. What is your average travel time from your home to the centre? (Required.)

21. How many times per week do you use the facility: (Required.)

22. During your most recent visit, did you attend the facility: (Required.)

23. Where have you seen or heard the City of Swan Leisure Centres promoted in the last six months: (Required.)