Leisure Client Ltd
Quantifying Service Standards in the Leisure Industry
About Us
Our company is based on the belief that your needs and the expectations of your customers are of the utmost importance. Our team is committed to meeting both these needs. As a result of this, you will notice that our operating hours mirror those of the majority of leisure facilities, so we are available when you need us. We don't distinguish between weekdays, weekends, or even Bank Holidays. We are there when you need us.
Site Monitoring Software Programmes
We specialize in the production of site specific monitoring software programmes designed to provide objective data outputs related to a number of different operational areas. These programmes use excel software and can therefore be utilized in the production of management reports, both internally and externally, trend analysis in relation to a variety of different output data, and the ongoing monitoring of the performance of your facility(s). Please refer to the "Monitoring Programmes" page for more detailed information.
Leisure Facility Monitoring
We have a wealth of experience in undertaking client leisure contract monitoring and leisure facility monitoring. Our Managing Director, who undertakes this role, is an ex Head of Leisure for a Local Authority and has 40 years experience in managing a variety of different leisure facilities, delivering DSO contracts, and monitoring the operation of leisure contracts delivered through third party leisure contractors.
All leisure facility monitoring services are delivered according to a frequency determined by the operator/owner and are of a bespoke design specific to that facility. Visits are undertaken to each site (scoping visit) prior to the monitoring process commencing and a monitoring programme produced detailing the outputs in 5 main areas of operation, those being marketing, maintenance, customer care, cleanliness and operations. In addition to these areas, an overview of the effectiveness of the site's web site from a customer perspective is undertaken (including a test email sent to the centre), and this is incorporated within the body of the main report.
The owner/operator then has the opportunity to input into the monitoring system used for determining the performance of each centre. Site visits are then undertaken at the facilities of your choice at a time of your choosing, and according to a frequency determined by yourselves.
A written report is then produced based on the outputs achieved during the site visit. Reports are normally produced within 5 working days of the site visit, though they can be produced within 24 hours should occasion demand, and are emailed direct to the officer nominated by the owner/operator.
What are the advantages of using Leisure Client Ltd to monitor your leisure sites?
- It "frees up" valuable human resource within your staffing structure.
- It is cost effective in that there are no hidden on-costs i.e. pension contributions, employers N.I., fuel costs, vehicle costs(leasing/maintenance etc.)
- It provides the flexibility to be able to monitor the operation of your facilities outside of normal office hours when most usage occurs.
- It provides an independent assessment of the levels of customer service at your leisure facilities which can be used to support external accreditations such as Quest and the Cabinet Office's Customer Service Excellence Award (CSE)
- Outputs from reports can be used to support investment in facility expansion programmes and/or programme realignments
We would welcome the opportunity to discuss your particular requirements and assist you in providing the best service in your area.