Prestigious customer service rating for Scarborough Sports Village

Jubilant staff at Scarborough Sports Village are celebrating after achieving an impressive score for customer service.

The centre, run by Everyone Active in partnership with Scarborough Borough Council, was rated ‘very good’ following a Quest Prime Assessment.

Quest is a continuous improvement tool for leisure facilities and sports development teams and is managed by Right Directions in partnership with Leisure-net Solutions, on behalf of Sport England.

Scarborough Sports Village, popular with the public due to its two swimming pools, 60-station gym and sports hall, scored highly in many areas within the mystery visit and formal assessment elements.

These included Covid-related protocols and management, cleanliness, customer and community engagement, swimming lessons, staff professionalism, effective HR practices, social media delivery and environmental management.

“We are delighted with the outcome and believe it is nothing more than the centre and its team deserves.

“Scarborough Sports Village continues to thrive despite the impact of the pandemic, and since reopening post-lockdown we’ve received a fantastic response from our customers.

“We’re pleased to see so many new and returning members at the site enjoying our range of activities, which offer something for everyone.

“The Quest scheme is very customer focused and high-end facilities alone will not result in a ‘very good’ banding being secured.

“This is only achieved through a strong team of staff consistently delivering high standards of customer service to the local community.”

Jon Bird – General Manager,

“We are very pleased to hear that the team at Scarborough Sports Village has been formally recognised for their high levels of customer service.

“They are at the heart of providing a welcoming and inclusive service which, alongside excellent facilities, allows our communities to stay active and support their health and well-being.

“This is particularly important at the current time as customers look for extra reassurance that they can exercise in a safe environment.

“Well done to all the team. We know they will continue to strive to deliver the best customer service possible.”

Jo Ireland – Scarborough Borough Council head of customer and community services,