The NBS is a scheme which allows local authorities to compare the performance of their sports and leisure centres with that of equivalent facilities elsewhere in the country.
The award winning centre, which Places Leisure manage on behalf of Sheffield City Council was one of just three top-scoring facilities to receive an award in the Customer Satisfaction category at this year’s NBS Awards, presented at the Quest & NBS Conference in Kenilworth in February.
NBS enables local authorities to compare the performance of their sport and leisure facilities with national benchmarks across a number of key performance indicators (KPIs), and to use this information to improve their service delivery.
It is delivered on behalf of Sport England by Leisure-net Solutions in partnership with the Sport Industry Research Centre (SIRC) at Sheffield Hallam University. Participating centres can opt for one of three services: the Effectiveness Report, focusing on access and customer satisfaction; the Efficiency Report, focusing on utilisation and finance, or the Full NBS Report, which combines the two.
The centres that won NBS Customer Satisfaction awards had more KPIs in the top quartile in this category than any of the other facilities that took part in NBS last year. The Customer Satisfaction KPIs, which are measured by customer surveys, range from the choice of activities available and ease of booking to cleanliness of changing rooms and activity areas and helpfulness of staff. Centres are also judged on their Net Promoter Score (NPS). The Net Promoter System? is a globally renowned tool for measuring customer loyalty.
Ben Compai, Places Leisure’s General Manager at Wisewood Sports Centre said: “We’re delighted to receive this award. To be recognised as a top-scoring centre in the Customer Satisfaction category of NBS is a fantastic achievement, and a testament to the hard work and dedication of our whole team as well as the support of our customers, who I would like to say a massive thank you to.
“Together in partnership with Sheffield City Council we aim to offer an inclusive and vibrant leisure environment that meets the needs of all members of our community and improves the health and vitality of the local area. Through Quest NBS we can ensure that we continue to evolve our service to meet this aim and achieve our social mission to ‘create active places and healthy people’.”
Cllr Mary Lea - Cabinet Member for Culture, Parks and Leisure, Sheffield City Council says “We are pleased to hear about the success of our leisure partner Places Leisure, who operate Wisewood Sport Centre on behalf of Sheffield City Council, they deserve this recognition for all their hard work. It is so good to see that they are putting our customers’ needs and suggestions at the forefront of the business and this is reflected in the great Customer Satisfaction score. Well done”
Mike Hill, NBS director, said: Wisewood Sports Centre has demonstrated that it is one of the best performers in the country, based on our independent analysis and benchmarking. It has shown excellent performance can be achieved in tough financial times.”
However, it is the words of a long time member that sums up why Wisewood Sport Centre deserve this award: “They have very friendly staff and an overall very positive environment in the gym. I love going to this gym with family and would happily recommend Wisewood Sports Centre to anyone.”