HCM Issue 2 2022

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N e w s rep o rt

The goal is to help every single person in every community have the opportunity to get active

Tackling inequality Sport England is offering all local authorities a free review of their customer-facing activity to enable them to raise their game when it comes to tackling inequality

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very local authority in England is to qualify for a free review from Sport England as part of its Moving Communities initiative. Moving Communities was set up to help local authority physical activity operators provide opportunities to people and communities that have traditionally been left behind and excluded from physical activity, such as those from lower socio-economic groups, culturally-diverse communities, disabled people and people with long-term health conditions.

About the review The initiative – called the Quest Foundation Review, or QFR – will provide operators with scored and benchmarked KPIs and insights to reveal the way these customers perceive the

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Issue 2 2022 ©Cybertrek 2022

tone with which operators address them, with the aim of making services more welcoming and improving participation rates from these groups. The QFR process has been developed to enable Quest to view the facility and its services from a customer’s perspective, focusing on how people experience and interact with their local leisure services, by assessing their websites, checking on how they conduct phone calls and examining their social media feeds. Researchers will capture assessor comments and feedback, based on how the facility and its online services were perceived during one specific call and one visit each to the website and social media feeds. The review feedback will be delivered to operators as part of Quest, Sport England’s