Riverside receives ‘Very Good’ rating

Riverside Leisure Centre has been recognised for its great service.  

Chelmsford City Council’s flagship centre was awarded a ‘Very Good’ rating in a recent assessment designed to measure how facilities perform.  

What is Quest? 

Quest is a tool that evaluates how well a leisure centre operates. It’s recommended by Sport England and is designed to make sure organisations are running effectively, giving facilities an appropriate rating based on how well they score.   

All aspects about the way the centres are run are considered during the assessment, from how well they engage with the community to whether they have a safe and welcoming environment.  

This year’s assessment  

This year, Riverside was given a ‘Very Good’ rating with the focus being around how well the centre has been recovering from the pandemic and how staff have developed. 

The assessment has been part of a wider aim to develop best practice across all four council-owned leisure centres and to make sure that residents from a variety of backgrounds are able to participate in physical activity. 

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"Customer feedback is vital for the teams running all four of our leisure centres. Quest gives people the opportunity to share experiences of their visit so we can understand what’s working well, and areas that may need improvement. The pandemic and cost-of-living crisis have undoubtedly impacted health and wellbeing. Leisure services have never been more important, and local councils’ role in providing a wide range of activities for all ages and fitness levels shouldn’t be underestimated. Riverside’s “Very Good” rating illustrates how well the team is responding, ensuring a safe, welcoming and supportive environment for all our customers."

Cllr Rose Moore, Cabinet Member for Greener and Safer Chelmsford

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"The results of our latest Quest assessment show our commitment to delivering great customer service at Riverside. We make sure to provide a safe and inclusive environment for all our customers on their health and fitness journeys, and we are always looking for new ways to develop and improve based on customer feedback."

Sarah Smith, General Manager for leisure centres

Hearing from customers 

Riverside staff regularly seek feedback on people’s experiences, whether good or bad, using an industry customer experience survey. This survey is sent to customers who have use the centre to ask for their honest opinions. This feedback helps to continuously develop and shape services at the centre and allows customers to share their thoughts.  

If you’ve used any four of the council’s leisure centre over the last 12 months, look out for a new survey coming to your inbox soon. It’s called the ‘Moving Communities Survey’ and will help the sports teams understand what activities are most enjoyed and what they can do better to meet everyone’s needs.