'Staff friendliness' scores highest on Antrim and Newtownabbey leisure centre survey
Antrim and Newtownabbey Council’s leisure facilities have come under the spotlight through a recent customer satisfaction survey.
The findings were presented by leisure development manager Conor McCallion to the council’s Operations Committee on Monday (February2).
Mr McCallion said the survey had received 1,910 responses during a six-week period. The highest number of replies were in relation to the Valley Leisure Centre in Newtownabbey which is the “largest site with the largest membership”, the officer said.
The survey sought customers’ views on facilities, staff, value for money and activity programmes. Mr McCallion reported an overall satisfaction rating of 91.3%, against a target of 90% and improving on 89.3% in 2024.
Ballyearl was the top performing leisure centre with customer satisfaction rated at 94.1% for a second consecutive year, followed by Allen Park, Antrim, in second place with 92.5%; Valley Leisure Centre, 91%; Crumlin, 89.4% ; Sixmile Leisure Centre, Ballyclare 89.2% and Antrim Forum, 89%.
The most improved customer rating was for Allen Park which scored 79.8% in 2024. Value for money overall was rated at 90% overall. Most feedback was received about fitness suites, classes and swimming. Mr McCallion indicated with regard to fitness classes, the council looks at “timings and what competitors are doing”.
The lowest scoring areas, however, related to cleanliness/hygiene and condition of equipment. Staff friendliness received the highest satisfaction score.
The officer went on to say cleanliness at leisure centres will “always come under pressure” noting a “slight dip” at the two busiest centres. “We will have a deep dive into what is happening in specific areas,” he added.
With regard to the availability and condition of equipment, he said staff will look to see if any items need to be replaced.
Commenting on the survey, committee chair Antrim DUP Alderman John Smyth said: “We are going in the right direction. It is good to see.”
Party colleague Threemilewater Ald Stephen Ross asked for individual findings for each centre rather than “a holistic approach, especially some that have not had much money spent on it”. The officer replied: “We are pulling that together at the minute."
Macedon Ulster Unionist Cllr Robert Foster said: “It is good to see staff get recognition.” However, he expressed concern over cleanliness at Antrim Forum which had a customer satisfaction rating of 77 per cent and which he said, is “supposed to be monitored on an hourly basis”.
“Why does it take a customer survey to pick that up? With high usage of centres, it is something that is very important,” he stated.
He was advised during peak times, cleanliness is “difficult to maintain” but cleaning rosters will be reviewed and will take place “into nooks and crannies to see what can be improved”.
Deaglan O’Hagan, head of leisure operations, commented the difference between “village changing and spa changing at Antrim Forum is night and day”.
Councillors were also told the spa facility at Antrim Forum had been out of order when the survey “went live”.
Ballyclare DUP Cllr Jeannie Archibald-Brown asked for figures on the demographics of who completed the survey and the centre they most frequent.
Antrim Alliance Cllr Kelly remarked on the opening hours of Crumlin Leisure Centre with 40 per cent of respondents saying they are not happy with the opening hours.
Michelle Weir, Local Democracy Reporter