Enfield Council is committed to improving services to meet the needs of our residents and customers Our aim is to provide services to customers which ensure that their requirements are dealt with in the first instance, without being passed between services. The benefits for our customers will be streamlined, accessible and efficient services We would appreciate your feedback on how you access the Council’s sport and activity courses / events. Please take the time to complete the questionnaire below to assist us with making improvements to our services

The closing date for this survey is 9 November 2009

1.	Have you had contact with our Sports Bookings Admin Team in the last 2 years?
	Yes		No (please go to Q11)

Currently........

2.	Who do you book Enfield Sports course(s) or event(s) for... Select two responses if they both apply
	Yourself		Others (for example, your child or partner)

3.	In general, how often do you contact this service for the following reasons?
		More than once a week		Weekly		Monthly		Termly		Once a year		Twice a year
	Check course/event availability
	Check future course/event details
	Book a course/event
	Check your booking
	Change your booking
	Cancel your booking
	Report a problem with a course/event
	Request details of future courses/events

4.	In general, how do you use (or access) the Sports bookings/events information / service if you are looking for information? Please select all those that apply
	Website		Email
	Telephone		By post
	In person - visit a council office		General leaflets and posters
	In person - visit a leisure centre

5.	In general, how do you use (or access) the Sports bookings/events information / service if making a booking? Please select all those that apply
	Telephone		Email
	In person - visit a council office		By post
	In person - visit a leisure centre

6.	In general, how do you use (or access) the Sports bookings/events information / service if making a payment? Please select all those that apply
	Telephone		By post
	In person - visit a council office

7.	Thinking of the last time you made contact with us, how easy or difficult was it for you to make contact?
	Very easy		Easy		Ok		Difficult		Very difficult

Comments

8.	Thinking of the last time you made contact with us, how easy or difficult was it for you to make a booking?
	Very easy		Easy		Ok		Difficult		Very difficult

Comments

9.	Thinking of the last time you made contact with us, how easy or difficult was it for you to pay for a booking?
	Very easy		Easy		Ok		Difficult		Very difficult

Comments

10.	Overall, how do you rate the service that you currently receive?
	Very good		Good		Ok		Poor		Very poor

Comments

Future

11.	Which methods of contact would you prefer to use when accessing services? Please select no more than two methods
	Website		In person - visit a leisure centre
	Telephone		Email
	In person - visit a council office		By letter

If you would like us to inform you of future courses/events, please provide your email address with the type of course/event that you are interested in

12.	Customers tend to pay for our services by cheque, and some by debit or credit card. Which method of payment would you prefer to use when paying for a service? Please select no more than two methods
	Pay by card on the website, with the booking		In person - visit council office (with booking form)
	Pay by card over the telephone, with the booking		By cash or cheque (with booking form)

Comments

About you

Your personal details are treated confidentially and protected under the Data Protection 1998. These details will assist us in the analysis of the responses

13.	Are you....
	Male		Female		Do not wish to state

14.	Your age
	Under 19		30-34		45-49		60-64		75-79
	20-24		35-39		50-54		65-69		80+
	25-29		40-44		55-59		70-74		Do not wish to state

15.	Do you have any physical or mental impairment that has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities?
	Yes		No		Do not wish to state

If yes, please state the nature of your long term illness, disability or progressive condition

16.	Ethnicity
	British		Traveller		Caribbean
	Irish		Gypsy / Romany		African
	Greek		White and Black African		Ghanaian
	Greek Cypriot		White and Black Caribbean		Nigerian
	Turkish		White and Asian		Somali
	Turkish Cypriot		Indian		Chinese
	Italian		Pakistani		Kurdish
	Polish		Polish		Sri Lankan
	Russian		Bangladeshi
	Do not wish to state		Other

If 'other', please state ethnicity

Thank you for taking the time to complete this survey

17.	If you would like a preview and some assistance prior to our new Self-Service Sports booking (and payment) process, please provide your name and contact details (daytime contact number and email address). This will be available for a short period of time only. You will be contacted by a member of our staff and this will provide a valuable voluntary preview.