APSE Case Study

The APSE best value consultancy offers a full range of consultancy services to member and non member local authorities.
Over the last few years they have been developing expertise in customer satisfaction surveying and can now help local authorities to not only find out what their customers think about them but they can also link the results to APSE performance networks benchmarking. Scancapture manage the collation and processing of data for APSEs surveys from the initial person-to-person interviews through to the number crunching which feeds the performance networks benchmarks.
APSE and Scancapture are continually conducting surveys at leisure centres across England as part of the Cultural block of Comprehensive Performance Assessment (CPA). Almost 100 leisure centres have now taken part in user profile and user perception surveys.

 

The Human Touch; Combining data quality and flexibility

Scancaptures national team of fully trained interviewers can provide thorough coverage throughout the country. All interviewers undertake intensive training and through our rigorous quality control procedures are regularly supervised and their work checked to maintain high quality standards. Scancaptures dedicated call centre provides a flexible and responsive service conducting telephone interviews.

The Technology; Combining Accuracy and Speed
Scancapture use a combination of high speed document scanners with optical doubles detection to prevent any double feeds and sophisticated intelligent character recognition (ICR) software to automatically "read" the tick boxes, numbers, letters and open ended comments written on the questionnaire. Any questionnable or incorrectly completed papers are manually checked on screen by an operator. As a large part of this project is automated by using technology, the whole process takes around one tenth of the time it would take for a manual operator to key the data into a computer database.

Notes to editors
APSE Performance networks APSE Performance networks is a mature benchmarking service which allows for effective performance measurement across a range of vitally important front-line public services with 10 years of performance data available.

CPA - The Sports and Leisure Management Comprehensive Performance Assessment (CPA) model compares like-for-like sports facilities. The performance indicators cover a range of dimensions including value for money, equity, usage, quality and customer satisfaction. The model involves the collection of management and accounts data, a user profile and satisfaction survey and catchment data. The management and accounts data is an annual data collection exercise accompanied by comprehensive guidance notes. The user profile and satisfaction survey is conducted via on-site interviews. The survey is conducted over a period of 9 consecutive days, including 2 weekends, with a sample size of 350 users.