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Satisfaction with the quality of the sporting experience survey(SQSE 3)
Results for: Swimming
July 2011
Creating sporting opportunities in every community
2
Overall satisfaction score – 2009 to 2011
Base: Overall 1224; General Participants 846; Club 342; Talent 36
• Across all sports satisfaction has fallen from 80.0 in 2009 to 79.7 in 2011. This is an increase of 3.2 from 2010
• Overall satisfaction in Swimming has fallen from 79.1 in 2009 to 78.8 in 2011
• General participant satisfaction in Swimming has fallen from 79.0 in 2009 to 78.7 in 2011
• Club member satisfaction in Swimming has fallen from 81.0 in 2009 to 79.3 in 2011
Overall General Participants
Club Talent
3
Hidden Opportunities
Lower Opportunities
Key Drivers
Minimum Requirements
Having an impact on satisfaction – key drivers
• This chart shows which domains have the greatest impact on overall satisfaction in your sport.
• The chart shows the change in impact between 2009 and 2011.
• The square point represents the position in 2011.
• The domains which have the greatest impact on overall satisfaction are shown in the top right quadrant of the chart.
Stated importance (Low to high)
Deri
ved im
port
ance
(lo
w t
o h
igh)
Base: 1224
4
Satisfaction and importance by domain
Satisfaction Importance
2009 2010 2011 2009 2010 2011
Performance 7.6 7.3 7.6 7.4 - 7.3
Exertion & fitness 8.3 7.9 8.3 8.7 - 8.6
Release & diversion 8.2 7.9 8.4 8.3 - 8.4
Social aspects 7.9 7.6 7.9 7.8 - 7.5
People & staff 7.8 7.4 7.8 8.3 - 8.0
Ease of participating 7.6 7.1 7.6 8.6 - 8.4
Facilities & playing environment 7.7 7.1 7.6 8.4 - 8.2
Coaching 7.1 6.9 7.4 7.4 - 6.8
Officials 7.8 7.4 7.6 7.9 - 7.2
Value for money 7.4 7.1 7.4 8.3 - 8.2
Scores shown are satisfaction and importance out of 10 for the
domains at an overall level
Questions on importance not asked in 2010Base: Overall 1224
5
Greatest changes in satisfaction (2009 versus 2011)
Are changes in satisfaction following on from your interventions?
Coaching- Satisfaction has increased from 7.1 to 7.4, this is the domain with the biggest increase in
satisfaction.- This domain has a low impact on overall satisfaction.- The impact of the domain on overall satisfaction is the same as in 2009.
Release & diversion- Satisfaction has increased from 8.2 to 8.4.- This domain has a high impact on overall satisfaction.- The impact of the domain on overall satisfaction is higher than in 2009.
Officials- Satisfaction has fallen from 7.8 to 7.6.- This domain has a low impact on overall satisfaction.- The impact of the domain on overall satisfaction is lower than in 2009.
Exertion and fitness
6
Top three domains for increasing satisfactionThe key domains and questions to focus on to increase overall satisfaction :
The sport's contribution to my overall health
The opportunities to get the levels of physical exertion from my sport that were right for me
The opportunities to improve my fitness levels by participating in my sport
Release and diversion
The opportunities the sport gave me to relieve stress, unwind and get away from my everyday routine
Feeling better about myself having taken part in my sport
The buzz/sense of exhilaration I got from doing my sport
Facilities and playing environment
The quality of the lighting where I took part in my sport
The quality of the non sport facilities where I took part in my sport e.g. changing, catering, parking
The cleanliness of the facilities where I took part in my sport
7
Domains having a greater impact on satisfaction than in previous yearsThe two domains that now have a greater impact on overall satisfaction than in 2009*
*The impact of these domains on overall satisfaction is greater than in 2009, however, please note these may not be the domains with the greatest impact on overall satisfaction. Slide 6 highlights the three domains which have the greatest impact on overall satisfaction.
Performance
That I performed at a standard that I expected of myself
The opportunities I had to learn, practice and develop skills in my sport
The feeling that I was participating at the right standard for me
Release & diversion
The opportunities the sport gave me to relieve stress, unwind and get away from my everyday routine
Feeling better about myself having taken part in my sport
The buzz/sense of exhilaration I got from doing my sport
Exertion and fitness
8
Drivers of satisfaction – general participants
The sport's contribution to my overall health
Greatest changes in satisfaction Release & diversion
- Satisfaction has increased from 8.2 to 8.4, this is the domain with the biggest increase in satisfaction.
- This domain has a high impact on overall satisfaction.- The impact of the domain on overall satisfaction is higher than in 2009.
Coaching- Satisfaction has increased from 7.1 to 7.3.- This domain has a low impact on overall satisfaction.- The impact of the domain on overall satisfaction is higher than in 2009.
Officials- Satisfaction has fallen from 7.7 to 7.5.- This domain has a low impact on overall satisfaction.- The impact of the domain on overall satisfaction is lower than in 2009.
The key domains and questions to focus on to increase overall satisfaction among general participants
Engagement level data has only been included where there is sufficient sample
The opportunities to get the levels of physical exertion from my sport that were right for me
The opportunities to improve my fitness levels by participating in my sport
Release and diversion
The opportunities the sport gave me to relieve stress, unwind and get away from my everyday routine
Feeling better about myself having taken part in my sport
The buzz/sense of exhilaration I got from doing my sport
Facilities and playing environment
The quality of the lighting where I took part in my sport
The quality of the non sport facilities where I took part in my sport e.g. changing, catering, parking
The cleanliness of the facilities where I took part in my sport
Minimum RequirementsLower Opportunities
Key DriversHidden Opportunities
Base: 846
9
Greatest changes in satisfaction Performance
- Satisfaction has fallen from 7.9 to 7.6, this is the domain with the biggest decrease in satisfaction.
- This domain has a medium impact on overall satisfaction.- The impact of the domain on overall satisfaction is higher than in 2009.
Exertion & fitness- Satisfaction has fallen from 8.7 to 8.4.- This domain has a high impact on overall satisfaction.- The impact of the domain on overall satisfaction is lower than in 2009.
Social aspects- Satisfaction has fallen from 8.7 to 8.4.- This domain has a low impact on overall satisfaction.- The impact of the domain on overall satisfaction is higher than in 2009.
Engagement level data has only been included where there is sufficient sample
Minimum RequirementsLower Opportunities
Key DriversHidden Opportunities
Drivers of satisfaction – club members
The key domains and questions to focus on to increase overall satisfaction among club members
Base: 342
Exertion and fitness
The sport's contribution to my overall health
The opportunities to get the levels of physical exertion from my sport that were right for me
The opportunities to improve my fitness levels by participating in my sport
Release and diversion
The opportunities the sport gave me to relieve stress, unwind and get away from my everyday routine
Feeling better about myself having taken part in my sport
The buzz/sense of exhilaration I got from doing my sport
Facilities and playing environment
The quality of the lighting where I took part in my sport
The quality of the non sport facilities where I took part in my sport e.g. changing, catering, parking
The cleanliness of the facilities where I took part in my sport
10
Changing patterns of participation by level of satisfaction
Overall satisfaction by previous participation and future intended participation in Swimming
Base: 1224
The figures on the bars represent the overall satisfaction scores for people responding to the question (‘Less’, ‘Same’, or ‘More’)
Swimming specific questions
Creating sporting opportunities in every community
69 26 6
ASA's Talent programme
Talent pool
Q To what extent do you think that the ASA's Talent programme has assisted your progress and development in this sport over the past year? Please rate on a scale of 1 to 10 where 1 means it hasn't assisted your progress and development at all and 10 means it has assisted it a great deal.
Great deal (8-10) Neutral (5-7) No assistance (1-4)
Number of participants in swimming talent pool (35)
12
Recommendation of local pools
% Very likely % Quite likely
36
52
8 22
Number of participants at each level: Swimming overall (1224), General participants (846), affiliated club members (342), talent pool (36)
Q. Thinking about the pool you swim at most often, how likely would you be to recommend this to family/friends? Participant
Club member
% Not very likely % Not at all likely % Don't know
34
45
1641
37
52
8 22
All
Talent pool25
50
17
6 3
13
67 24 9
Swimming needs and expectations
All
Q. To what extent does your club meet your swimming needs and expectations? Please rate on a scale of 1 to 10 where 1 means it hasn't met your needs and expectations at all and 10 means it completely fulfilled your needs and expectations.
Met my needs (8-10) Neutral (5-7) No met my needs (1-4)
Number of participants in swimming overalll (376).
14
97
29
14
11
7
3
2
4
Swimming – indoor 88
Swimming – outdoor 5
Open Water Swimming 1
Swimming – deep water 1
Diving 1
Water Polo 0
Synchronised Swimming 0
Other 3
15
Swimming - Disciplines
Q Thinking about your sport, please state which disciplines you participate in:
Main %
Number of participants at each level: swimming overall (1224), General participants (846), affiliated club members (342), talent pool members (36)
15
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From the mouths of participants
A selection of open response comments:
• I find it very difficult to get to a pool at a time that fits in with my work / family life commitments. A Masters club at our local pool would be great (general participant)
• The overall quality of my sporting experience is much better and I am happy to participate further (general participant)
• I belong to a masters section. It is quite expensive for 1 session a week. The coaching is good though and it is aimed at my level (club member)
• Having great friends in my swimming club makes all the difference as to how I enjoy participating in my sport (club member)
• I would like more opportunities to swim in elite open water races and to train for open water swimming. (talent pool)
17
Applying this insight to improve delivery
What does the insight in this report tell you about the areas to look at to reduce drop off; and how will it help you increase the number of adults regularly participating in your sport?
Satisfaction through the delivery chain
How do you support each type of delivery partner to ensure they are delivering to match customer expectations?
What can be put in place with each partner to ensure constant learning from them to update delivery?
Satisfaction through the workforce
How can you ensure the workforce has the right skills and experience to meet the customer needs?
How will the workforce be listened to, supported and up-skilled in the necessary areas?
How will the workforce be measured and incentivised to ensure progress in the areas required?
Tracking the progress of satisfaction
How will you know the reasons why participants leave your sport or stop playing as regularly?
What measures can you use to identify blockages & pressure points?
Listening to the participant
How can you speak to those currently playing your sport to monitor the customer experience they are getting?
What systems and processes are in place to quickly respond to customer feedback?
Your perceived value
How satisfied are your customers with your NGB and sport , if this differs from yours - why?
How can you influence the customer experience of the people playing your sport to increase their satisfaction?
18
A full set of detailed data is available in Excel format through the Sport England website or by contacting your Sport England Relationship Manager
Full methodological information can be found on the research section of the Sport England website
In total 1224 people (aged 14 and over) from Swimming took part in the survey between March and May 2011; 846 general participants, 342 affiliated club members and 36 talent pool members.
All satisfaction and importance scores exclude people who have said “don’t know” for the specific question
Do you need more?
