Torridge Contract Overview

2018

Live Figures

Torridge Torrington Holsworthy

Memberships 1162 96 309

Swimming Lessons 602 228 138

Total Member Live 1764 324 447

Attendances per

month (Ave 17/18)- 12507 4139 4135

Opening Hours (per week)

Torridge Pool- 96

Torrington – 90.5

Holsworthy - 89

Membership Breakdown

27%

12%

6% 14% 8%

11%

21% 1%

PremierSwimCorporateConcessionFit & ActiveWellness WorksJointFANS

91%

2% 2%

5%

Rainbow SwimAcadamy1-2-1

2-2-1

1567 Fitness Members

Swimming

Lesson

Members

24%

38%

39% Full PriceConcession

Swim Lessons

2130 Total Members

1,099,809

1,190,381

679,053

1,166,179

1,194,355

702,201

1,204,831

1,334,343

774,605

- 450,000 900,000 1,350,000 1,800,000

Total NetIncome

Total Site Exp

Direct Staffing

2015/16 2016/17

2017/18

2016/17 - 2017/18 Comparison

Income 3.31%+

Expenditure 11.72%+

Direct Staffing 10.31%+

Torridge Contract

High Level Figures

Actual/Projected

Memberships

£0

£10,000

£20,000

£30,000

£40,000

£50,000

£60,000

£70,000

£80,000

£90,000

£100,000

£110,000

£120,000

£130,000

£140,000

Q1 Q2 Q3 Q4

Membership Income 15/16

Membership Income 16/17

Membership Income 17/18

Swimming Lessons

£0

£22,500

£45,000

£67,500

Q1 Q2 Q3 Q4

Swimming Lesson Income 15/16

Swimming Lesson Income 16/17

Swimming Lesson Income 17/18

NPS - Net Promoter Score

2017/18 Overall Score - +16

2018/19 YTD - +14

2018/19 Target - +47

Surveys sent - 2445

Responses received - 474

Response percentage - 19%

NPS - Feedback

1610 Devon, who

are we?...

Our member’s and community

engagement...

Chrissie Yvonne Louise James

MIND - Charity of the

Year

2018 Charity of the

Year

2018/19 Key

Objectives

1) Implementation of Front of House

Automation

2) Increase Sports Development Programme &

Offer

3) Achieve Customer Satisfaction Level of +30

4) Implement transition of telephony to the

Contact Centre at Torridge Pool

New Dryside Senior

Sports Coach

New Self

Serve Kiosk

Cheerleading

Contact Centre

Focus Groups

Thank You

Any Questions?