Around 6% of all visits to council websites are for leisure services (a higher proportion – around 10% - of all visits to council sites from mobiles are for leisure). Providing information about local opportunities for exercise makes a vital contribution towards promoting health and wellbeing, particularly important for English county and unitary councils that have taken on public health responsibilities.
Metropolitan districts, Northern Ireland districts, and Welsh unitary councils
This is a good result with 72% providing a good or very good service for people trying to find out about keeping fit. In Wales, the figure is 91%, which is an outstanding result, and in Northern Ireland, 73%. The English metropolitan districts tested are lagging behind a bit on 63%, although there are seven authorities rated at 4 stars.
Check ‘coverage’ to see if your council has been surveyed. Go to councils page and select your council. Look for link to task report under 2016-17 results
Provide a good or very good online service based on this survey
Better connected rankings
*Discrepancies in the figures are due to rounding off
NB Question highlighted in red is an ‘essential question’ that must be answered correctly for the council to meet the standard for this task. Questions highlighted in blue affect star ranking
|Questions to be answered "Yes"|
|• Would you recommend that other councils look at this implementation as an example of good practice?||12%|
|• Does a Google search lead me to the task?||93%|
|• Can I find a list or directory of exercise classes by type or location?||99%|
|• Can I find a simple description of the different exercise options offered||72%|
|• Can I identify a specific class in a specific location at a specific time ?||97%|
|• Can I find clear information about costs for the specific class identified?||76%|
|• Is information provided directly or via links about suitability of specific classes for different ages/levels of fitness?||57%|
|• Can I book an exercise class online?||62%|
|• Is it clear how I might obtain assistance if required?||81%|
|• Does the home page link me directly to the task?||91%|
|• Does the service landing page link me directly to this task?||97%|
|• Does a search for the task description return the correct result listed in the first five results?||61%|
|• Does the A to Z list include this task?||28%|
|Other questions affecting standard achieved|
|• Was the content you reviewed free of any out of date information?||99%|
|• Overall, how do you rate the journey plus task completion?||2.2|
|• Was the content you reviewed concise and free of jargon?||100%|
We last carried out this survey in 2015, with shire districts only, and from a mobile device. The results were poor, with only 27% achieving our standard. Many of the problems related to the dependency on third party providers of leisure facilities (more than half of the 200 sites surveyed) whose sites offered variable quality of information.
Nearly a quarter of council sites provided no information at all, in most cases where the council has decided not to provide these facilities, since this is not a statutory requirement.
Things are rather different with this sample of councils, clearly committed to providing information about leisure services and mostly doing it well. The new Northern Ireland districts, that are tending to fall short of standards we see in other parts of the UK, also handled this task well.
Sites that retained leisure information on their own pages, rather than leaving this to an external partner website, tended to offer a simpler and more customer friendly user experience.
External sites can work well if thought has been given to integration, for example with navigation/search results pointing to a list of leisure centres/locations or activities and then a search within these separate areas. It doesn't work so well if the user journey takes visitors to the home page of the separate site and then expects them to search again. In a number of cases there is no link back to the main council site, even for sites dedicated to the local area.
Some of the external sites covered various different parts of the UK. This doesn't always serve people looking for local information particularly well, and the experience may be disjointed. Commercial sites can also be overrun with adverts for gym membership and offers that are distracting. One experience with thethe widely used provider Everyone Active was reported by our reviewer:
[I was] taken to http://www.everyoneactive.com/ that seemed to take me around in circles. Very difficult to identify specific classes at specific centres. This site is very wordy 'We'd love you to start taking part in our legendary classes, you can book into our Group Exercise classes in a variety of ways:' but having already been sent here from the council site then have to select the council again from a non-alpha sorted list and choose a centre…….Selected 'Group Exercise' from the options - and was returned to the www.everyoneactive.com page I started at. Very frustrating.
For metropolitan districts, Google searches often lead to results relevant to the councils’ public health/fitness/well-being initiative, which may require a referral from a GP. This may confuse those seeking classes operating on a regular basis for the general public, and may not be well integrated with the leisure section of the site. As the reviewer commented on one low-scoring site:
The Public Health section is informative and encouraging but needs more integration with the main site. Taking the routes in the survey gave access only to the Public Health aspect of fitness, encouraging activity but not directly linking to any details of what is available. A search for 'Leisure centres' opened the door to comprehensive information about leisure centres, classes and activities [but] no listing of leisure centres.
Too many councils are displaying class listings as a pdf, not optimised for use on screen – inconvenient, especially for mobile users.
Finding the task
Completing the task
'Book a fitness session' offered as menu option on homepage. Clear and comprehensive information. Structured well. Each leisure centre offers comprehensive and accessible information about classes.
This was a very good experience. There is one timetable to download for all leisure centres which contains everything including phone numbers and pricing. There is also a listing with descriptions of all the classes with links through to where they take place. A good service here, and easy to find the right section.
Downloadable timetable with full information including phone numbers and pricing, but also a listing of all classes in the web page with descriptions and links to where they take place.
Well-structured site with easy access to all the relevant information. A clear landing page with all relevant options. Done very well
Excellent clear promotion and this council really benefits from having the leisure centre information integrated into the main site. Simple clear landing pages for each leisure centre with easy access to contact details, class descriptions, timetables and pricing information. The information is really clear and easy to navigate. Ideally I'd like to see dynamic linking between class descriptions and the timetables and pricing, but even without this it was quite straightforward to access the information from the leisure centre landing pages. Well done!
Leeds City Council
Easy access to activities, membership and online booking. Logical and well-constructed user journey. Comprehensive information given about available activities. Done well.
Excellent landing page. Clear options, easy to browse. Very clear customer journey with comprehensive details of classes, times and locations.
Done well. Comprehensive information about individual classes. Easy to find and to browse. Clear and useful landing page with direct links to exercise classes