| 1 | Fitness Membership Growth | Percentage | 6 | 0 | 6 | Jan 2024 | Quarterly | Green | Green | Up to date | 5.65%. Positive membership growth as per the usual trend following the Christmas festive period. | |
| 2 | Fitness membership retention | Percentage | 82 | 44 | 82 | Apr 2022 | Annually | Green | Green | Overdue | 82%. Member Engagement Advisors continue to engage with members and work is underway to assess the impact of the MEAs and the Elevate service on customer retention and review the customer journey to ensure new members are provided with the support they need to feel confident to attend and use the leisure facilities on a regular basis. | |
| 3 | Fitness Membership Turnover (churn of members) | Percentage | 8.6 | 2 | 8.6 | Jan 2024 | Quarterly | Green | Red | Up to date | 8.6%. Improvement from Qtr 3 but turnover still high in relation to the target. | |
| 4 | Leisure centre usage numbers | Number | 515,545 | 649,266 | 515,545 | Jan 2024 | Quarterly | Green | Red | Up to date | Performance data is slightly short of the full quarter as Active Northumberland have needed to report Qtr 4 performance data before the end of the quarter due to the mobilisation to Places Leisure with effect from 1st April 2024. Despite this, usage figures in Qtr 4 are up 3.25% year on year across gym, fitness class and swim activities. | |
| 5 | Level of customer satisfaction | Percentage | 88 | 44 | 88 | Apr 2022 | Annually | Green | Green | Overdue | 87.91%. Active Northumberland continue to strive to improve service quality and delivery. They use Quest, the Sport England recommended Continuous Improvement Tool for leisure facilities designed to measure how effective they are in customer service. Their new website has increased content for service users and better showcases their services and facilities. They aim to deliver a seamless booking experience incorporating automated timetables into the website, allowing service users to more easily book popular activities and access up-to-date content. | |
| 6 | Membership visits | Number | 423,658 | 238,212 | 423,658 | Jan 2024 | Quarterly | Green | Green | Up to date | Typical increase in membership visits during Qtr 4 primarily driven by increases in gym and fitness class usage. | |
| 7 | Number of ‘learn to swim’ participants | Percentage | 7,465 | 4,651 | 7,465 | Jan 2024 | Quarterly | Green | Green | Up to date | 7465 average participants across the quarter. Qtr 4 saw a recovery in the number of LTS participants following a dip in the number of participants in December 2023. | |
| 8 | Number of new memberships | Percentage | 4,786 | 2,120 | 4,786 | Jan 2024 | Quarterly | Green | Green | Up to date | In line with the usual trend after the festive period, January was a strong month for sale of new memberships. | |
| 9 | Pay as you go visits | Number | 91,887 | 88,823 | 91,887 | Jan 2024 | Quarterly | Green | Green | Up to date | Qtr 4 saw the usual increase in PAYG visits primarily driven by gym and fitness class usage. | |
| 10 | Percentage of birth registrations on time | Percentage | 99.21 | 98 | 99.31 | Apr 2024 | Monthly | Green | Green | Up to date | During April we registered 289 births. 2 were over the 42 days. We have once again met our KPI targets
ACTIONS: Working with mothers to get appointments booked in within 42 days | |
| 11 | Percentage of death registrations on time | Percentage | 80.34 | 90 | 63.84 | Apr 2024 | Monthly | Red | Red | Up to date | During April we registered 224 deaths 143 were over 42 days. This is mainly due to the Easter Holidays and also doctors not sending the paperwork through in time for a death to be registered within 5 days.
ACTIONS: Working with GP's to get the paperwork in time to register a death within 5 days | |
| 12 | Swimming development occupancy | Percentage | 82 | 80 | 82 | Jan 2024 | Quarterly | Green | Green | Up to date | 82% average across the quarter. Occupancy increased in line with the increase in the number of LTS participants during Qtr 4. | |
| 13 | Tourist visitor numbers (millions) | Number | 5.3 | 0 | 5.3 | Apr 2020 | Annually | Green | Green | Overdue | Latest data is for 2019/20 | |