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%
Once or twice a week 16
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%
Once or twice a week 15
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%
Between 2—5 miles 19
16%
Between 5—10 miles 13
11%
Between 10—20 miles 26
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
How would you rate the range of
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.
How would you rate the range of
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?
How would you rate the range of
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.
Needs a fence around 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.
Needs a fence around it.
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.
Allow dogs in upper park.
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.
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