How the satisfaction survey works

Is sporting satisfaction driven by good facilities and customer service, or does it start closer to home?

30 June 2017

That’s one of the key questions our satisfaction survey was designed to answer.

The survey analyses satisfaction levels across 46 sports, considering whether satisfaction is driven mostly by provision, such as the quality of facilities, or by more personal factors.

The survey looks at three different types of people in sport: general participants, club members and the talent pool.

The study also includes a survey of those who no longer play sport, or who now take part less often, analysing their reasons for dropping out.

Key features

The survey covers 10 different areas:

  • Performance: e.g. opportunities I had to learn, practice and develop skills in my sport
  • Exertion and fitness: e.g. opportunities I had to improve my fitness levels participating in my sport
  • Diversion and release from everyday life: e.g. opportunities the sport gave me to relieve stress, unwind and get away from the everyday routine
  • Socialising/ belonging: e.g. opportunities for me to socialise through my sport
  • Organisation – people and staff: e.g. how welcoming the people were at the places in which I took part in my sport
  • Organisation – logistics and arrangements: e.g. ease of making a booking when I played my sport
  • Facilities and playing environment: e.g. quality of the surfaces where I took part in my sport
  • Coaching: e.g. opportunity to get coaching at the level that suited my ability
  • Officiating: e.g. availability of qualified officials when I competed in my sport
  • Value for money.

Method details

The survey uses an online panel methodology, together with a small proportion of paper questionnaires. For some sports, there are also face-to-face surveys at events and leisure centres.

The survey was designed in consultation with national governing bodies of sport. It drew on a review of previous studies in this area, scoping work undertaken by Ipsos MORI and qualitative research by the Henley Centre in 2008 (below).

In 2012, the sample totalled 43,900 people aged 14 and over in England, who take part in sport regularly. The sample size is different for each sport, ranging from 36 for goalball up to 2,001 for athletics.

Latest results

Fieldwork for the 2012 survey took place between February and May 2012. Full results were published in September 2012.