Published on 18th March 2014

image of spin cycle suite refurbishment at leisure@

Members of leisure@cheltenham have voiced their opinions, with 98% saying they are ‘satisfied’ or ‘very satisfied’ with the newly refurbished fitness suite.

An independent consultancy, Therefore Consulting, asked members to rate the gym at leisure@cheltenham on a scale of zero to ten in areas such as cleanliness, maintenance of gym equipment and the membership pricing.

  • Over 9 in 10 (96%) are satisfied or very satisfied with the maintenance of the gym equipment
  • Over 9 in 10 (96%) are satisfied or very satisfied with the cleanliness
  • Over 9 in 10 (94%) are satisfied or very satisfied with the pricing
  • 9 in 10 are highly likely to recommend leisure@cheltenham.

Answers were organised into three categories: promoters (9-10 rating), passives (7-8 rating) and detractors (0-6 rating). The percentage of detractors was then subtracted from the promoters to gain a Net Promoter Score (NPS).

leisure@cheltenham had an NPS of 77 which is more than double the national average score. The UK leisure, health and fitness sector has an average score of 21 and local authority sites averaging at 27.

Stephen Petherick, general manager at leisure@cheltenham, says: “After a major refurbishment in October 2013, the results of this survey are a brilliant reward for everyone’s hard work. I’m thrilled to know how happy our customers are, but we will still continue to look for ways we can improve our service.”

Councillor Rowena Hay, cabinet member for sport and culture, says: “This is wonderful news for the leisure@cheltenham team. Getting an NPS score that’s over double the national average shows the quality of the workforce and the hard work they’ve put in to achieve this result.”


For media enquiries, contact:
Tom Wheatly, web and communications apprentice, email: [email protected] or telephone 01242 775192

Leisure@cheltenham website: