Feedback provided by users of facilities operated by Edinburgh Leisure has shown that 83 per cent rated their overall satisfaction as ‘excellent’ or ‘good’ while 88 per cent would recommend the trust to others.

The results show an improvement on 2005, with the scores up from 78 per cent and 82 per cent respectively.

“If we were to understand and satisfy our customers’ needs and wants, it became abundantly clear that we had to make more of an effort to listen to what they were telling us,” said Neil Brown, director of customer services.

“By viewing customer feedback as an opportunity to improve the service we were providing, we were able to keep customers happier and make our own lives easier too.


“In order to improve the quality and quantity of feedback, the decision was taken to ‘re-brand’ the Customer Comments Scheme early in 2006; improving its visibility and user-friendliness in and around the trust's leisure centres, as customers were asked what they were thinking.”

The initiative saw a 33 per cent increase in written comments received over the year.