customer sa sfac... · sec on 1: which examined frequency and dura on of visits as well as issues...

Results of Castle Park

Customer Sa sfac on Survey 2016

Summary

Sample size 119

Methodology

Face to face

August—December

Weekdays and weekends

Objec ves

Address the visitor and the nature of their use of the site

Address the physical quality of the site as perceived by the visitor

Address issues of site management as perceived by the visitor

To profile visitors according to age, gender and ethnicity

To iden fy where visitors come from and how they get to the site

Examine when they visit and how long they visit for

Examine what the like to do when they visit

Iden fy areas of strength and weakness as seen by the visitor.

Comparisons to previous customer sa sfac on surveys

No comparisons to previous sa sfac on surveys has been made within the report because of the difference in methodology. Previous surveys have been carried out at the end of July and in August where as this one was extended to December. However there is a comparison of overall sa sfac on rates in the appendix for informa on purposes only.

Results

Overall sa sfac on rate for Castle was 76%

Key issues

113 comments were made about the park. These were varied and some people commented on more than one issue. 27% of the comments were posi ve, but key issues arising from the ques ons were:

The play area needing a fence around it 10%

The state of the toilets 7%

Introduc on

This report provides the results for the Customer Sa sfac on Survey for Castle Park conducted between August and

December 2016.

Method of Survey

The survey was carried out by interviewing a sample of visitors to Castle Park between August and December 2016 on both

weekends and weekdays.

The ques onnaire was presented in 3 parts:‐

Sec on 1: which examined frequency and dura on of visits as well as issues such as distance travelled, method of

transport and why they visited the park.

Sec on 2: ‐ which asked the respondent to rate from ‘Very good’ to ‘Very poor’ key aspects of the management of the park,

services provided and their overall impression of the park. Respondents were also asked to comment on these providing

quan ta ve and qualita ve data. Addi onal ques ons gauged if respondents were aware that the park was looked a er by

rangers, gardeners and volunteers, and how well they did their job. They were also asked if they wanted to join the ‘Friends of

Castle Park’ or volunteer in the park

Sec on 3: examined the profile of the respondent in terms of age, gender, ethnicity, disability and postcode.

The sample of visitors was selected at random by the interviewers. A total of 119 ques onnaires were completed and

analysed using SNAP surveys. Those ques ons that asked for narra ve comments were also analysed sta s cally where

answers fell into meaningful groups. Results are given as percentages. The total percentage values in some cases are above

100% as some individuals gave more than one answer.

How o en do you visit Castle Park?

First visit 18

15%

Less than once a year 7

6%

Once a year 4

3%

2 ‐ 3 mes a year 30

25%

More o en 60

50%

Base 119

100%

How o en do you visit the Castle

Park?

15% of respondents (18 people) said this was their first visit to park. 50% (60 people) said they ‘Visited more o en’.

How o en do you visit the park in the autumn and winter months?

Seldom or never 9

15%

Once a month 10

17%

Once very 2 weeks 8

13%

Once or twice a week 15

25%

Most days 10

17%

Every day 8

13%

How o en do you visit the park in

the winter months?

Base 60

100%

Of those that said they visited the park more o en 55% (33 people) said that they visited the park at least once a week in the

autumn and winter months. 13% (8 people) said that they visited every day.

In the autumn and winter months how long do you normally stay on a weekday and/or a weekend?

Overall there is generally li le difference between length of stay on a weekend or weekday. However people tend to stay a

li le longer on a autumn/winter weekday with 54% (27 people) staying in the park for over 1 hour compared with 46% (23

people) on a weekend.

There is also difference between the amount of people who do not visit. 12% (6 people) do not visit on a autumn or winter

weekend compared with 4% (2 people) on a autumn / winter weekday.

Do not visit 2

4%

Less than 30 mins 6

12%

30 mins— 1 hour 15

30%

1—2 hours 20

40%

2—4 hours 6

12%

Base 50

100%

In the autumn and winter months how long

do you normally stay on a weekday &

weekend?

More than 4 hrs 1

2%

6 12%

5 10%

16 32%

16 32%

6 12%

1 2%

50 100%

Weekday Weekend

Seldom or never

Once a month 7

12%

Once every two weeks 4

7%


27%

Most days 24

40%

Base 60

100%

In the spring and summer months

how o en do you visit?

Every day 9

15%

82% (49 people) of those who visited ‘More o en’ visited the park more than once a week in the spring and summer months.

Understandably this is higher than in the autumn and winter months when the figure was 55% (33 people).

40% of respondents (24 people) said that they visited most days in the spring and summer months compared with 17% in the

Weekday Weekend

In the spring and summer months how o en do you visit?

Seldom / never 9

15%

Once a month 10

17%

Once every two weeks 8

13%


25%

Most days 10

17%

Base 60

100%

When do you visit in the autumn/winter and

spring summer months?

Everyday 8

13%

7 12%

4 7%

16 27%

24 40%

9 15%

60 100%

Autumn / Winter

Spring / Summer

Autumn / winter Spring / summer

Home 79

66%

Work 8

7%

Shops 8

7%

Hotel 7

6%

School 10 8%

Base 119

100%

Where have you travelled from

today

College / university 6

5%

Other 1

1%

The majority of respondents (66% / 79 people) said they had travelled from home. One person said ‘Other’ and when asked to

specify said

Staying at a friends house

Where have you travelled from today?

Do not visit 1

2%

Less than 30 mins 2

3%

30 mins— 1 hour 7

11%

1—2 hours 27

45%

2—4 hours 20

33%

Base 60

100%

In the spring and summer months how long

do you normally stay on a weekday &

weekend?

More than 4 hrs 3

5%

9 15%

2 3%

8 13%

19 32%

15 25%

7 12%

60 100%

Weekday Weekend

Weekday Weekend

autumn and winter months. The number of people that said they visited everyday is similar to that during the autumn and

winter months—15% / 13%.

In the spring and summer months how long do you stay on a weekday and a weekend?

15% of respondents (9 people) do not visit on a weekend in the spring and summer months compared with 2% (1 person) on a

weekday.

On a spring and summer weekday 45% of respondents (27 people) stay between 1– 2 hours which is much higher than on a

weekend.

On a weekend 69% of respondents (41 people) who visited ‘More o en’ stayed in the park for 1 hour or more with 12% (7

people) staying for over 4 hours.

On foot 53

45%

Car 35

29%

Motorbike

Bicycle 2

2%

Bus 22

19%

Base 119

100%

How did you travel here today?

Taxi 1

1%

Train 5

4%

Minibus

Coach 1

1%

Other

45% (53 people) said that they had travelled to the park on foot, 29% (35 people) by car and 19% (22 people) by bus.

Approximately how far did you travel today to visit Castle Park?

Approximately how far have you

travelled today to visit Castle Park?

Less than half a mile 30

25%

About a mile 19

16%

Between 1—2 miles 7

6%


16%


11%


22%

Other 5

4%

Base 119

100%

41% of respondents had travelled about 1 mile or less to visit the park. 22% (26 people) had travelled between 10 and 20

miles. Those that said ‘Other’ had travelled.

If other please specify

40 miles

60 miles

Chelmsford 34 miles

45

35

How did you travel here today?

How did you find out about Castle Park?

How did you find out about Castle

Park?

Local signs

Word of mouth 11 9%

Local press

Local knowledge 100 84%

VIC

School 3

3%

Website 4

3%

Base 119

100%

Leaflets

Other 1

1%

84% of respondents (100 people) said they found out about Castle Park through local knowledge. One person said ‘Other’ and

when asked to specify said:

Having a wander just came across it

Those who said they found out about Castle Park through the website were asked if there was anything else they would like to

see on the website. There were no replies to this ques on.

Are you visi ng alone or in a group?

67% of respondents (80 people) were visi ng the park in a group.

If in a group who is visi ng the park with you today?

Of those that were visi ng the park in a group 53% (41 respondents) were with children.

If in a group who is visi ng with

you today?

Partner 30

38%

Children 41

51%

Other family 12

15%

Friends 32

40%

Team / club

School group 1

1%

Base 78

100%

Including yourself how many are in your group?

43% of the people in groups consisted of children under 12 years of age.

Only 6% of respondents (21 people) were adults over 60 years of age.

Including yourself how many are in

your group?

Male children 0—12yrs 71

21%

Female children 0—12yrs 73

22%

Male teenagers 13—17yrs 21 6%

Female teenagers 13—17yrs 26 8%

Male adults 18—59yrs 37

11%

Female adults 18—59 86

26%

Male adults 60+ 10 3%

Base 119

100%

Female adults 60+ 11 3%

Why are you visi ng Castle Park today?

Figures add to more than 100% as most respondents choose more than one ac vity.

The main reasons for visi ng the park included:

Get some fresh air 45%

For a walk 37%

For peace and quiet 27%

Use play equipment 27%

To relax and think 26%

Enjoy flowers and trees 25%

Entertain children 23%

If you or your group have used the play area how would you rate it?

If you or your group have used the

paly area how would you rate it?

Very good 51

65%

Good 22

28%

Fair 6

8%

Poor

Very poor

Base 79

100%

Of those that used the play area 93% of respondents (73 people) rated the play areas as either ‘Very good’ or ‘Good’ .

One person said ‘Other’ and specified

Wedding party

Why have you visited the park today?

To relax and think 31

26%

For peace and quiet 32

27%

Enjoy flowers and trees 30

25%

See birds and wildlife 21

18%

Guided walk

Get some fresh air 54

45%

For a walk 44

37%

Ride a bike 3

3%

Take a short cut 13

11%

Walk the dog 7

6%

Family ou ng 23

19%

Meet friends 22

19%

Visit the cafe 10 8%

For a picnic 15

13%

Organised event 5

4%

Entertain the children 27

23%

Keep fit 17

14%

To improve health 8

7%

Play sports or games 8

7%

Organised school visit 1

1%

Use play equipment 32

27%

Visit Castle Museum 10 8%

Visit Hollytrees Museum 4

3%

Other 7

6%

Base 119

100%

Cross analysis of those respondents ra ng the play area as ‘Fair’ with the following ques on asking for comments about the

play gave the following comments

Needs repair.

Needs a fence around it.

Do you have any comments to make about the play area?

37 people commented here. Of these 30% (11 people) said that the play area needed a fence around it.

Other comments included

I am delighted that the iconic helter‐skelter was kept and moved to the main play area. It would be good to have more than one water fountain.

Good for access for disabled child. Also would like a fence around play area for safety.

Teenagers playing on it.

Excellent.

Broken zip wire.

More monkey bars. Outdoor pool / splash pool.

Well stocked ‐ good variety of play equipment for all ages and physical abili es.

Like the sand area as it is fenced and safe.

Lots to do.

Loads for kids to do

Too many kids.

In the summer too many older children.

A full list of comments can be found in the appendix.

If you or part of your group have used the café how would you rate it?

If you or a member of your group

have visited the café how would

you rate it?

Very Good 12

22%

Good 29

54%

Fair 13

24%

Poor

Very Poor

Base 54

100%

Of those that had used the café 76% (41 people) rated it as either ‘Very good’ or ‘Good’.

Do you have any comments to make about the café?

18 people commented here. Their comments included:

I would like a bit more of a variety of reasonably priced food and sandwiches / rolls. Salads, pasta, soup, pi a bread, baked potatoes etc. Fair trade. The Coffee Cube by the Castle is very good.

How would you rate the design and

appearance of Castle Park?

Very Good 77

65%

Good 35

29%

Fair 6

5%

Poor

Very Poor

Don’t know 1

1%

Base 119

100%

94% of respondents (112 people) rated the design and appearance of the park as either ‘Very good’ or ‘Good’, with 65% ra ng

it as ‘Very good’.

Cleanliness

How would you rate the cleanliness

of Castle Park?

Very Good 46

39%

Good 50

42%

Fair 20

17%

Poor 3

2%

Very Poor

Don’t know

Base 119

100%

More outdoor sea ng.

Could have be er coffee and cake.

Slightly expensive.

Longer opening hours.

Very good.

Milkshakes to die for.

Bit of work needed on it.

How would you rate the following in rela on to Castle Park?

Design and appearance

81% of respondents (96 people) rated the cleanliness of the park as either ‘Very good’ or ‘Good’, with just under half of them

ra ng it as ‘Very good’.

How would you rate the

maintenance of Castle Park?

Very Good 56

47%

Good 45

38%

Fair 18

15%

Poor

Very Poor

Don’t know

Base 119

100%

85% of respondents rated the maintenance of the park as either ‘Very good’ or ‘Good’. One person who rated the

maintenance as ‘Fair’ commented in the next ques on saying

Have seen be er kept parks

Ease of ge ng around.

How would you rate the ease of

ge ng around Castle Park?

Very Good 75

63%

Good 33

28%

Fair 11 9%

Poor

Very Poor

Don’t know

Base 119

100%

91% respondents (108 people) rated the ease of ge ng around the park as either ‘Very good’ or ‘Good’. 9% (11 people) rated

it as fair.

Cross analysis of the people who said ‘Fair’ with the following ques on which asks if respondents to comment on the

management of the park gave one result, which was:

Have seen be er kept parks

Maintenance

How would you rate the range of

facili es for children in Castle Park?

Very Good 80

67%

Good 22 9%

Fair 5

4%

Poor

Very Poor

Don’t know 12

10%

Base 119

100%

Range of facili es for children

76% of respondents (102 people) rated the facili es for children in Castle Park as either ‘Very good’ or ‘Good’, with 67% (80

people) ra ng them as ‘Very good’.

Range of facili es for adults


facili es for adults in Castle Park?

Very Good 44

37%

Good 37

31%

Fair 27

23%

Poor 2

2%

Very Poor

Don’t know 9

8%

Base 119

100%

68% of respondents (81 people) rated the facili es of adults as either ‘Very good’ or ‘Good’. 23% rated them ‘Fair’ with a

further 2% ra ng them ‘Poor’. Cross analysis with the next ques on asking for comments on the park showed that one person

who rate d the facili es for adults as ’Fair’ said:

More cycling.

Care and protec on of wildlife

69% of respondents (82 people) rated the care and protec on of wildlife in Castle Park as either ‘Very good’ or ‘Good’. 12%

said it was ‘Fair’

Do you have any comments about the above?

14 people commented here. Their comments included:

Thought it was lovely idea to have the ice ska ng and Christmas things ‐ so sorry that it didn't work. Could it be tried

again? Great to have the open air films and the tennis screenings.


facili es for children in Castle Park?

Very Good 51

43%

Good 31

26%

Fair 14

12%

Poor

Very Poor

Don’t know 23

19%

Base 119

100%

Have seen be er kept parks.

More comfortable sea ng ‐ more shaded areas.

Toilet facili es could be improved ‐ no toilet paper.

Allow dogs in upper park.

More shaded areas.

Very relaxing place to visit.

Water park?

Toilets could be be er.

First visit but impressed.

Benches to face into the play area to keep an eye on children playing.

Gardens are nice.

A full list of comments can be found in the appendix

Are you aware that the park is looked a er by rangers, gardeners and volunteers?

75% of respondents (89 people) were aware that the park was looked a er by rangers, gardeners and volunteers.

How well do you think they do their job?


facili es for children in Castle

Park?

Very Good 64

54%

Good 36

30%

Fair 11 9%

Poor 1

1%

Very Poor

Don’t know 7

6%

Base 119

100%

84% of respondents (100 people) though that the rangers, gardeners and volunteers did their job either ‘Very well’ or ‘Well’.

9% (11 people) said ‘Fair’.

The park has a friends group would you be interested in joining it?

11 people said they would be interested in joining the Friends of Castle Park and provided their email addresses.

Would you be interested in volunteering in the park?

7 people said they would be interested in volunteering in the park and provided their contact details.

What is your overall impression of Castle Park?

What is your overall impression of

Castle Park.

Very Good 70

59%

Good 45

38%

Fair 4

3%

Poor

Very Poor

Don’t know

Base 119

100%

97% of respondents (115 people) though Castle Park was either ‘Very good’ or ‘Good’, with 59% saying ‘Very good’.

Can you think of anything that would encourage you to visit Castle Park more o en?

30 people commented here. The responses were very varied and included:

Another toilet block and specialised toilet block for disabled people called 'changing places' ‐ a government scheme.

More bands / rent blankets / sunbathing things.

Be er toilets.

Quiet reading area.

More events for children.

Some more shaded areas in picnic area adjacent to ice‐cream shop. Some more water fountains.

A dog friendly upper park ‐ allow them on a lead.

Longer opening hours for retail units.

Less wasps. Cleaner toilets.

Cafe to be opened longer than 6pm.

Stop cycling ‐ very dangerous.

Water splash area.

Keep the yobs out.

More ac vi es for teens.

A full list of comments can be found in the appendix.

Would you recommend Castle Park to your family or friends?

Would you recommend Castle Park

to your family or friends?

Yes 108 91%

Maybe 11 9%

No

Don’t know

Base 119

100%

91% of respondents (108 people) said they would recommend Castle Park to their family or friends.

Do you have any other comments to make about Castle Park?

13 people commented here, their responses were:

Would it be possible to have a paddling pool? Really have enjoyed the events in the Upper Castle Park (by kids area). Summer children's event. I think the events are good and that some are free events. Bouncy castles are expensive.

Like it ‐ its iconic.

Seats in shade.

Will be back.

Issue with boa ng lake due to build up of sludge ‐ smelly.

Lovely place.

Lovely place ‐ can get un dy.

We love it.

Lovely place ‐ always nice to come here.

Use it for short cut to work.

Need toilets upgraded.

Miss the crazy golf.

Very nice park.

What is your postcode?

82 people gave their postcode. Of these:

77% (63 people) had a Colchester postcode

6% (5 people) had a Chelmsford postcode

4% (3 people) had a Cambridge postcode

Other postcodes included Portsmouth, Redhill, Bolton and an Australian postcode.

Are you male or female?

105 people replied to this ques on. Of these 53% (56 people) were female, 47% (49 people) were male.

What is your age?

What is your age?

Under 20 16

15%

20—39 46

44%

40—59 31

30%

60—79 11

11%

80+ 1

1%

Base 105

100%

What is your ethnicity?

What is your ethnicity?

White 84

85%

Chinese 1

1%

Asian or Asian Bri sh 6

6%

Mixed 4

4%

Black or Black Bri sh 3

3%

Base 99

100%

Other ethnic group 1

1%

Do you have a long‐term illness, health problem or disability that limits your daily ac vi es?

99 people gave an answer here of these 14% said that they had a long term illness, health problem or disability that limits their

daily ac vi es

Appendix:‐ List of answers to literal ques ons.

Where have you travelled from today? If other please specify.

Staying at a friends house.

Approximately how far have you travelled today? If other please specify.

40 miles.

60 miles.

Chelmsford 34 miles.

45.

35.

How did you find out about Castle Park? If other please specify.

Having a wander just came across it.

Why have you visited the park today? If other please specify

Wedding party.

Do you have any comments to make about the play area?

It is safe, pleasant, clean, colourful ‐ can see my children are happy.

I am delighted that the iconic helter‐skelter was kept and moved to the main play area. It would be good to have more than one water fountain.

Good for access for disabled child. Also would like a fence around play area for safety.

Teenagers playing on it.


Excellent.

Broken zip wire.

More monkey bars. Outdoor pool / splash pool.

Good.

Well stocked ‐ good variety of play equipment for all ages and physical abili es.

We would like a fence around the park so we do not loose our children ‐ so they have to open a gate to leave.

Like the sand area as it is fenced and safe.

Good for parkour.

Lots to do.

Nice and clean ‐ good equipment.

Needs repair.

Needs a fence.

Park looked a er very well.

Water fountain does not work.

Loads for kids to do.

Too many kids.

In the summer too many older children.

Needs a fence ‐ its hard to keep an eye on the kids.

Swings need fixing.


More stuff for older kids.

Should have a fence.

Kids always enjoy it.

Needs a fence around play area.

Keep teenagers off, needs a fence.

Needs a fence.

Needs a fence around main play area. Sand play is great.

Miss the sand diggers.

Safe and clean, similar to one in New York.

Good.

Miss sand diggers.

Enjoys si ng on the bank in the summer.

Do you have any comments to make about the cafe?

I would like a bit more of a variety of reasonably priced food and sandwiches / rolls. Salads, pasta, soup, pi a bread, baked potatoes etc. Fair trade. The Coffee Cube by the Castle is very good.

More outdoor sea ng.

Could have be er coffee and cake.

Slightly expensive.

Longer opening hours.

Very good.

Milkshakes to die for.

Bit of work needed on it.

Bit expensive.

Bar in cafe later on in day.

More food op ons.

Friendly staff, clean / dy ‐ helpful.

Great staff.

Would like more selec on.

Expensive.

Could be be er.

Good prices.

More selec on.

Do you have any comments about any of the above?

I thought it was lovely idea to have the ice ska ng and Christmas things ‐ so sorry that it didn't work. Could it be tried again? Great to have the open air films and the tennis screenings.

Have seen be er kept parks.


More comfortable sea ng ‐ more shaded areas.

Toilet facili es could be improved ‐ no toilet paper.


More shaded areas.

Very relaxing place to visit.

Water park?

Toilets could be be er.

First visit but impressed.

Benches to face into the play area to keep an eye on children playing.

More cycling.

Gardens are nice.

Can you think of anything that might encourage you to visit the park more o en?

Nice as it is.

More things like in ques on 22.

Another toilet block and specialised toilet block for disabled people called 'changing places' ‐ a government scheme.

More bands / rent blankets / sunbathing things.

Be er toilets.

Quiet reading area.

An aviary. Workout area in the park near the castle, maze.

More events for children.

Some more shaded areas in picnic area adjacent to ice‐cream shop. Some more water fountains.

More food.

Cleaner toilets.

A dog friendly upper park ‐ allow them on a lead.

Longer opening hours for retail units.

Less wasps. Cleaner toilets.

Good as it is.

Cafe to be opened longer than 6pm.

Newer toilets.

More events.

More live music.

Be er parking.

Castle entry cheaper.

Stop cycling ‐ very dangerous.

Water splash area.

Keep the yobs out.

More ac vi es for teens.

More ac vi es ‐ winter wonderland.

Water park in the summer.

Move it to New York.

Lived nearer.

More ac vi es for adults.

Do you have any other comments to make about Castle Park?

Would it be possible to have a paddling pool? Really have enjoyed the events in the upper Castle Park (by kids area). Summer children's event. I think the events are good and that some are free events. Bouncy castles are expensive.

Like it ‐ its iconic.

Seats in shade.

Will be back.

Issue with boa ng lake due to build up of sludge ‐ smelly.

Lovely place.

Lovely place ‐ can get un dy.

We love it.

Lovely place ‐ always nice to come here.

Use it for short cut to work.

Need toilets upgraded.

Miss the crazy golf.

Very nice park.

Anecdotal Notes

Be er floor in skatepark ‐ bit hard for children.

Lovely to have museums, the Natural History and Hollytrees and Castle too of course.

Very Good %

Good %

Overall sa

sfac

on

1

0

12

1

4

16

1

0

12

1

4

16

1

0

12

1

4

16

Design and appearance

87

85

74

65

13

15

25

29

100

100

99

94

Cleanliness

58

56

55

39

36

34

37

42

94

90

92

81

Maintenance

66

62

47

30

32

38

96

94

85

Ease of ge

ng around

76

64

62

63

21

30

31

28

97

93

93

91

Care and protecon of wildlife

39

33

45

43

50

41

40

26

89

73

85

69

Facili

es for children

40

53

63

67

46

28

29

9

86

80

92

76

Facili

es for adults

34

31

37

46

45

31

80

76

68

Play area

76

78

65

22

20

28

98

98

93

Café

23

21

22

58

50

54

81

71

76

Overall im

pression

91

81

88

59

9

19

11

38

100

100

99

97

Overall sa

sfac

on

94

89

90

83

Comparisons from previous surveys

Overall sa sfac on rates from previous surveys

Key issues

2012 2014 2016

The play area needing a fence around it 10%

The state of the toilets 18% 7% 7%

Li er 5.4% 4.9

customer sa sfac... · sec on 1: which examined frequency and dura on of visits as well as issues...

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