Just over 10% of visits to council websites from mobile devices are for leisure services (around 5% from desktops). Providing information about local opportunities for exercise makes a vital contribution towards promoting health and wellbeing.
All shire districts and NI districts (201 councils in all). Note: this service is also provided by single-tier councils, but not tested in this survey in the interests of maintaining survey balance.
With only 27% achieving our standard from mobile devices, this was the second lowest performing task out of 15 tasks in this year’s survey. Many of the problems related to the dependency on third party providers of leisure centres, whose sites offer a very variable quality of information.
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
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"|
|• Does a site search return the correct result listed in the first five results?||45%|
|• Does the home page lead me directly to the task?||63%|
|• Can you find a list of exercise class locations?||69%|
|• Enter the name of the leisure centre or other location||0%|
|• Can I see a timetable of exercise classes||58%|
|• Is there a clear explanation of the costs||39%|
|• Can I see the opening hours of the leisure centre||57%|
|• Can I book an exercise class online||35%|
|• Are there clear directions to the leisure centre for people using public transport||13%|
|• Is there a phone number readily available if I need assistance?||62%|
|• In undertaking this task did you encounter any errors that seriously affected the user experience?||12%|
|• Was this task completely mobile or responsive?||16%|
|• Was an app offered for this task at any point in the journey?||0|
|• Does this site use a third party service?||53%|
|• Would you recommend that other councils look at this implementation as an example of good practice?||6%|
|Out of date information, answered 'No'|
|• Did you come across any out-of-date information about this task?||9%|
|How effectively is this council promoting this as a task?|
|• How effectively is this council promoting this as a task?||1.4|
|Overall, how do you rate the journey plus task completion?|
|• Overall, how do you rate the journey plus task completion?||1.3|
Finding the task
Completing the task
Where third party providers are involved:
I think this task is presented well, particularly in the search results, which provide an easy path into the specific detail. The presentation of search results on mobile rather detracts from the usefulness of the search facility (the path to the page location is unwieldy and much better presented when searching on desktop instead of mobile). But that in itself is no reason to mark down the task. I particularly liked the fact that the information was entirely on the Basildon website rather than a third party site. There was clear information provided on pricing, including an explicit statement that one does not need to enter into a payment contract and that one-off attendances are not just possible but actively encouraged.
Really liked this section of the site. Clear and icon-led. Easy to use.
I thought I had found the perfect site for this task but I couldn’t see directions – so wasn’t able to give a Y to every question. Nevertheless, this was really excellent in terms of customer focus and ease of use for mobiles.
Comprehensive and mobile-friendly. Only minor points where there was missing information, such as public transport links. There was also a link to Google Maps, which will be good enough for many people. Another excellent mobile experience.
This was surprisingly good. The search led me to leisure centre listings and once into the external site it was optimised for mobile users and presented all the timetables for the different leisure centres on one page. An example of where the external site provided a better experience than the council site.
Good signposting through ‘fitness’ as the keyword that drew me in from the search result and the home page. Led me to a clear list of leisure centres and, when I chose one of these, there was a simple list of bullet points about what was available. The ‘exercises classes’ link simply deep-linked me to the relevant page on the external website. Very good.
We assessed this task primarily using the council’s search facility.