Measuring Satisfaction
Sport England developed an innovative satisfaction survey which
helps us measure satisfaction levels within individual sports and
challenge perceptions as to the key drivers of satisfaction. While
items such as clean changing rooms or ease of booking are
important, the survey draws upon evidence of how much we value
intrinsic aspects of our sporting experience such as release and
diversion or exertion and fitness.
The evidence base for this more holistic conception of
satisfaction was derived through consultation with national
governing bodies of sport, a review of previous academic studies in
this area, scoping work undertaken by Ipsos MORI, and qualitative
research which the Henley Centre carried out in 2008 on our
behalf.
Download the
Henley Centre ‘Quality of Sporting Experience’ report
Download the
Henley Centre ‘Lapsed Participant’ report
The Survey
The first survey to establish a baseline took place between
March and May 2009 with approximately 44,390 respondents completing
the survey. We measured satisfaction in 45 nationally funded
sports; and within each sport, across three levels of engagement -
general participants, affiliated club members and the talent
pool.
To ensure the sample size was sufficient across all 45 sports it
was necessary to avoid geographical sample requirements so
unfortunately the results cannot be broken down to a regional or
local authority level.
Headline
results from the 2009 survey for each of the 45 sports are
available. These highlight the overall satisfaction score for each
sport and for each group within each sport (general participants,
affiliated club members and the talent pool). We also published a
briefing note with background information on the survey including
the survey process, and how the satisfaction scores are calculated.
For more information, read
our FAQs.
2010 Satisfaction Survey Results
The fieldwork for the 2010 survey took place between March and
May 2010 with approximately 44,960 respondents completing the
survey.
Headline
results and detailed results from the 2010 survey for each
of the 46 sports are available (the scope of the survey rose from
45 to 46 sports with the inclusion of handball for 2010). These
highlight the overall satisfaction score for each sport and for
each group within each sport (general participants, affiliated club
members and the talent pool).
The major trend is that satisfaction results across all funded
sports have fallen slightly for all users. This has mainly been
caused by a decline in the number of top (8-10) scores and an
increase in the middle (5-7) scores; low levels of satisfaction
remain the same. We are undertaking more work with our NGB partners
to understand the drivers of decreased satisfaction.