In September 2009 a self completion questionnaire was mailed to a sample of 252 regular users of Outdoor Recreation Facilities provided by the Grounds Maintenance Section of Housing, Environmental and Economic Development. This is a repeat of the consultation exercise that was carried out in 2003 and 2006.
The objective of the consultation was to determine user’s perception of the outdoor recreation facilities in terms of the booking system, provision and maintenance of facilities and the provision and maintenance of the changing facilities.
In addition to the above, the Grounds Maintenance Section was keen to establish the helpfulness of both the office and the caretaking/facilities staff.
A total of 45 customers completed the survey which represents a response rate of 18%.
Key findings/Recommendations
One of the objectives of this consultation exercise was to determine if customer satisfaction of the Outdoor Recreation service is improving and also to establish where there may be areas of concern. Wherever possible, the results from each question have been compared to the 2003 and 2006 results.
Throughout this questionnaire, we asked our customers to rate 9 elements of the Outdoor Recreation service.
The 2009 results indicate that satisfaction levels have improved for 4 of the 9 elements compared to 2006. However, satisfaction levels have declined for 5 of the 9 elements albeit 2 of these recorded no level of dissatisfaction. The availability of facilities and the cleanliness of changing facilities recorded the highest levels of dissatisfaction and have been highlighted in the table below.
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2003
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2006
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2009
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Status
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Availability of facilities
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80%
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77%
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68%
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-9%
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Cleanliness of changing facilities
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80%
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72%
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61%
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-11%
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Response to Findings/Recommendations
A full review of service procedures and methodologies will be undertaken and consideration given to remedial action subject to the availability of financial resources.
Action taken/ to be taken and timescales
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Action to be Taken
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Date of action
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Develop Remedial Action Plan for Areas of Dissatisfaction
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By 30th October 2009
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Implement Action Plan
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By 31st January 2010
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Reply to 21 residents who requested a direct response
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By 30th November 2009
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View Summary of Data
View Final Report
