CSC - Customer Experience Audit

• Site conducted

  Select

• Conducted on

  Date

• Completed by

Car Park

• Signage branded and presentable

  Good

  Fair

  Poor

  N/A

• Bins emptied and not overflowing, litter pick completed

  Good

  Fair

  Poor

  N/A

• Are parking bay lines clear and well maintained?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

External Fabrication

• Is decoration in good state of repair, for example no flaking paint?

  Good

  Fair

  Poor

  N/A

• Is the general appearance of the building in a good state of repair, for example the roof, brick work, drain pipes, cladding?

  Good

  Fair

  Poor

  N/A

• Notice stating what facilities are inside the venue

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Reception Area

• Entrance ways clear and doors functioning correctly

  Good

  Fair

  Poor

  N/A

• Are leaflet dispensers tidy?

  Good

  Fair

  Poor

  N/A

• Is TV presentation up to date and showing correct channels?

  Good

  Fair

  Poor

  N/A

• Is the reception desk and work surfaces clear of litter, clutter and clean?

  Good

  Fair

  Poor

  N/A

• Are the areas behind the reception the reception counter clean and tidy?

  Good

  Fair

  Poor

  N/A

• Is access control in place and operating effectively?

  Good

  Fair

  Poor

  N/A

• Are kiosk in working order with efficient queue management in place at reception?

  Good

  Fair

  Poor

  N/A

• Are lights in working order?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Circulation Areas

• Are floors and walls in a good state of repair?

  Good

  Fair

  Poor

  N/A

• Are ceilings in a good state of repair?

  Good

  Fair

  Poor

  N/A

• Are all areas clear of litter and graffiti?

  Good

  Fair

  Poor

  N/A

• Vending machines stocked, clean and working?

  Good

  Fair

  Poor

  N/A

• Are all lights working?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Changing Areas - Male Dryside

• Are cubicles clear of litter, walls free from smears and stains, legs clear of debris?

  Good

  Fair

  Poor

  N/A

• Are changing room floors clean and clear of litter?

  Good

  Fair

  Poor

  N/A

• Are lockers working, clear of litter both internally and externally

  Good

  Fair

  Poor

  N/A

• Are all lights in working order?

  Good

  Fair

  Poor

  N/A

• Are the shower surfaces and heads free from dirt, lime scale and body fat? Is the shower gel container full

  Good

  Fair

  Poor

  N/A

• Is there adequate baby changing units and nappy bins?

  Good

  Fair

  Poor

  N/A

• All wall signage compliant to brand guidance and in date?

  Good

  Fair

  Poor

  N/A

• Are all electrical units in place working hand dryers, hair dryers, straighteners and costume dryers

  Good

  Fair

  Poor

  N/A

• Are the toilets litter free

  Good

  Fair

  Poor

  N/A

• Are toilets flushed and clean, both internally & externally, behind and under toilet seats and in good working order?

  Good

  Fair

  Poor

  N/A

• Are toilets clean and clear of debris and fully stocked with toilet roll and soap?

  Good

  Fair

  Poor

  N/A

• Are all surfaces, fixtures and fittings clean and not smeared or stained?

  Good

  Fair

  Poor

  N/A

• Are lights in working order?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Changing Areas - Female Dryside

• Are cubicles clear of litter, walls free from smears and stains, legs clear of debris?

  Good

  Fair

  Poor

  N/A

• Are changing room floors clean and clear of litter?

  Good

  Fair

  Poor

  N/A

• Are lockers working, clear of litter both internally and externally

  Good

  Fair

  Poor

  N/A

• Are all lights in working order?

  Good

  Fair

  Poor

  N/A

• Are the shower surfaces and heads free from dirt, lime scale and body fat? Is the shower gel container full

  Good

  Fair

  Poor

  N/A

• All wall signage compliant to brand guidance and in date?

  Good

  Fair

  Poor

  N/A

• Are all electrical units in place working hand dryers, hair dryers, straighteners and costume dryers

  Good

  Fair

  Poor

  N/A

• Are the toilets litter free

  Good

  Fair

  Poor

  N/A

• Are toilets flushed and clean, both internally & externally, behind and under toilet seats and in good working order?

  Good

  Fair

  Poor

  N/A

• Are toilets clean and clear of debris and fully stocked with toilet roll and soap?

  Good

  Fair

  Poor

  N/A

• Are all surfaces, fixtures and fittings clean and not smeared or stained?

  Good

  Fair

  Poor

  N/A

• Are lights in working order?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Changing Areas - Changing Village

• Are cubicles clear of litter, walls free from smears and stains, legs clear of debris?

  Good

  Fair

  Poor

  N/A

• Are changing room floors clean and clear of litter?

  Good

  Fair

  Poor

  N/A

• Are lockers working, clear of litter both internally and externally

  Good

  Fair

  Poor

  N/A

• Are all lights in working order?

  Good

  Fair

  Poor

  N/A

• Are the shower surfaces and heads free from dirt, lime scale and body fat? Is the shower gel container full

  Good

  Fair

  Poor

  N/A

• All wall signage compliant to brand guidance and in date?

  Good

  Fair

  Poor

  N/A

• Are all electrical units in place working hand dryers, hair dryers, straighteners and costume dryers

  Good

  Fair

  Poor

  N/A

• Are the toilets litter free

  Good

  Fair

  Poor

  N/A

• Are toilets flushed and clean, both internally & externally, behind and under toilet seats and in good working order?

  Good

  Fair

  Poor

  N/A

• Are toilets clean and clear of debris and fully stocked with toilet roll and soap?

  Good

  Fair

  Poor

  N/A

• Are all surfaces, fixtures and fittings clean and not smeared or stained?

  Good

  Fair

  Poor

  N/A

• Are lights in working order?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Activity Area - Studio 1

• Are the floors and playing surfaces free from debris?

  Good

  Fair

  Poor

  N/A

• Is the equipment clean, for example fitness equipment free from dust, body fat and sweat marks?

  Good

  Fair

  Poor

  N/A

• Is the equipment well maintained and in a good working order?

  Good

  Fair

  Poor

  N/A

• Are the floors and playing surfaces in a good state of repair?

  Good

  Fair

  Poor

  N/A

• Are the general wall and ceiling finishes and decoration in a good state of repair, with lights in working order

  Good

  Fair

  Poor

  N/A

• Is the air conditioning working to the correct temperature 19 degrees

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Activity Area - Gym

• Are the floors and mat surfaces free from debris?

  Good

  Fair

  Poor

  N/A

• Is the equipment clean, for example fitness equipment free from dust, body fat and sweat marks?

  Good

  Fair

  Poor

  N/A

• Is the equipment well maintained and in a good working order?

  Good

  Fair

  Poor

  N/A

• Are the floors and mat surfaces in a good state of repair?

  Good

  Fair

  Poor

  N/A

• Are the general wall and ceiling finishes and decoration in a good state of repair, with lights in working order

  Good

  Fair

  Poor

  N/A

• Is the air conditioning working to the correct temperature 19 degrees

  Good

  Fair

  Poor

  N/A

• Is there 2/4 TVs showing GLL TV?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Activity Area - Studio 2

• Is floor clean and clear of any debris?

  Good

  Fair

  Poor

  N/A

• Is all equipment safe and kept tidy?

  Good

  Fair

  Poor

  N/A

• Is the relevant signage in place?

  Good

  Fair

  Poor

  N/A

• Are there any signs of damage to the walls or mirrors?

  Good

  Fair

  Poor

  N/A

• Is the storage cupboard tidy?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Toilet Facilities - Outside Studio 2

• Are they litter free

  Good

  Fair

  Poor

  N/A

• Are toilets flushed and clean, both internally & externally, behind and under toilet seats and in good working order?

  Good

  Fair

  Poor

  N/A

• Are toilets clean and clear of debris and fully stocked with toilet roll and soap?

  Good

  Fair

  Poor

  N/A

• Are all surfaces, fixtures and fittings clean and not smeared or stained?

  Good

  Fair

  Poor

  N/A

• Are lights in working order?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Customer Journey Concierge

• Are staff friendly and helpful. For example greeted with a smile, eye contact, engaged in conversation?

  Good

  Fair

  Poor

  N/A

• Are staff appropriately dressed, for example wearing uniform and name badge?

  Good

  Fair

  Poor

  N/A

• Are the staff levels appropriate for the time of day and customer flow?

  Good

  Fair

  Poor

  N/A

• Can the staff explain the online booking process for example?

  Good

  Fair

  Poor

  N/A

• GFR displayed & stocked / priced correctly, with the member of staffing having the correct knowledge on the products on offer?

  Good

  Fair

  Poor

  N/A

• Does Concierge have knowledge on all products within the centre?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Customer Journey Policies, Standards and Rules

• Centre rules and security information on display and prior to entrance barriers?

  Good

  Fair

  Poor

  N/A

• Is information /prohibition signage evident, such as photograph policy, no smoking, CCTV and opening hours?

  Good

  Fair

  Poor

  N/A

• Is the swim school noticeboard displayed with relevant information?

  Good

  Fair

  Poor

  N/A

• Are logos evident on the literature that’s displayed around the centre?

  Good

  Fair

  Poor

  N/A

• Are internal and external awards such as Quest on display and up to date?

  Good

  Fair

  Poor

  N/A

• Is the directional signage clear, effective and consistent, for example is it displayed at the correct level, are pictorial images used as well as text?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

St Lukes Artificial Pitches

• Are pitches free of litter and in good condition?

  Good

  Fair

  Poor

  N/A

• Is correct signage up and presentable?

  Good

  Fair

  Poor

  N/A

• Are there any signs of damage to the pitches, nets or goals?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Retention

• Cancellation policy with graph in place and analysed monthly?

  Good

  Fair

  Poor

  N/A

• Evidence of customer complaints through, Listen 360, comment cards and emails all being followed up within 72 hours?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Marketing

• Appropriate marketing and branding in place at the centre?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Online

• Is the centre on the first page of Google 'Gyms in X' & 'Fitness Classes in X?

  Good

  Fair

  Poor

  N/A

• Does the centre introduction include information on all the facilities and products available in the centre?

  Good

  Fair

  Poor

  N/A

• Facilities & Activities Tab Up to date info and images of the pool/gym/studio, relevant content. Induction information & opening times and hyperlink to relevant timetables and dedicated product pages

  Good

  Fair

  Poor

  N/A

• Key product news story within the last 4 weeks

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Fitness Services

• Staff in correct uniform and well presented?

  Good

  Fair

  Poor

  N/A

• Gym Cleaning folder in place and up to date?

  Good

  Fair

  Poor

  N/A

• FI noticeboards completed and up to date?

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section

Fitness Classes

• Class of the month or Let's give it a go in place and promoted?

  Good

  Fair

  Poor

  N/A

• Music system and head mic?

  Good

  Fair

  Poor

  N/A

• Instructors in correct uniform

  Good

  Fair

  Poor

  N/A

• Please add any comments you have for this section