Leisure team comes out top in ‘mystery shopper’ survey

Staff from The Lakeside Centre with their Quest award. Back row left to right: John Houghton, Steven Frain, Rob Cockburn. Front row left to right: Douglas Hall, Rachel Mellor, Carol Johnson, Karen Patterson, Alison Gordon, Mel Brown, Kim Pye.
Staff from The Lakeside Centre with their Quest award. Back row left to right: John Houghton, Steven Frain, Rob Cockburn. Front row left to right: Douglas Hall, Rachel Mellor, Carol Johnson, Karen Patterson, Alison Gordon, Mel Brown, Kim Pye.
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Staff at a leisure centre are celebrating after coming out top among ‘mystery shoppers’.

The Lakeside Centre, in Killingworth, came ahead of more than 600 centres assessed as part of a national quality inspection.

This is a fantastic achievement by our Lakeside team and great recognition of the contribution that our frontline staff make.

Coun Eddie Darke, cabinet member for leisure, culture and tourism

Quest, Sport England’s leading national quality scheme, includes ‘mystery shopper’ visits to assess standards of customer service, cleanliness and staff expertise.

The Lakeside Centre won the Quest award for Highest Scoring Mystery Visit 2014, with a score of 93 per cent.

Coun Eddie Darke, cabinet member for leisure, culture and tourism, said: “This is a fantastic achievement by our Lakeside team and great recognition of the contribution that our frontline staff make.

“We’re very proud of the service provided at all five of our sport and leisure centres; the fact that this assessment has been carried out independently and anonymously makes the award even better.”

To achieve its Quest accreditation, The Lakeside Centre went through a two-year process, with a mystery visit and two-day assessment in year one, and a second mystery visit and one-day review in year two.

Quest’s operations director, Caroline Constantine, said: “Congratulations to The Lakeside Centre.

“Receiving the highest mystery visit score of any centre to go through Quest is an extremely impressive achievement, which amply demonstrates the combined team’s commitment to providing quality facilities and service to its customers.”