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By Gory Howot

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Openational managenxent benehmarks Operaticnal management benchmarks include over 6J percrriatice inclrcatcrs in such areas as fnance siafing visitattoit sericss promoticn memberships equipment utilitie s anC suslinability for earh of three broad gcups cf centres Grup 5 centres are outdoor pools n 37 Group 6 eenlres have indoor and outcoor plols n= 29) anC Group 7 csntres have indcor pools (n= 5)

A selection cf bcnchrnarks or CIRM Pl Graup 7 ctntres hrghl g[15 the relative advanlage cf larger eentres when comparirrg differel size centres Table tr The median [rpense recove ry lteverue ccmpared to operaticnal expenditure) or cenires less than 3000 m2 in srze (84) increases tc almost a breakeven point for the meCian cenire cver 60C0 n2 in slze 96) This equates tr SLrrplus (subsidyllvisil nedians ranging frcn ($136) fcr the smaller centres to cnly i$02tr) for the larger centres lnterestirrgly the larger group cenlres have a lolver Fees per visit 54661 ccmpared tc the smaller cenires $624 A comparison of utilities benchmarks indicates that the rriddle size centres are me re costly when ccnsidering utilities costs per visit illl li

Cg$M F Custcnlen $crviee Benchrnanks

ln 2010 lver 15000 respondents frcm 55 Australian ancl New

Zealand aquatic centres prcvrdeC data fcr CfnM Pl customer service benchmarks ccverirg custorner atisiaciian service qiatty

nanagirg customer problers atC be leits Service quality rncludes 22 rey seriie attrib-rcs that nay inpact or the custore exprriercc rffcctirg the clvcall sar5facr-0n 0f customers 0n a 6-pcint scale iacility presentation eirftiile s ieg Centre cleanliness) reccrded the highet expcltrcns rrtdars across the 55 Australasiar acudlrc cenlres rli cry similar cverali eslts for both cuirlriesTarle 2) Ixpcclitirrts fritc tratet c ean inessrvas the n ghcst rncci Jihric i 6) rhrle staffrlg afiributes were alsc raetl

eievely hi3h (6 g Sriff f rirrciinrrs = 54) Lower rated expectaticns included Parking sutabiiiy 5I irr Australia amp 52 ror Ni) ruiitr [lrrl amp iiriik rarkd 2Ist tt lhe 22 attributes 48 frr Austrela amp 47 fcr ll lrr Iiii l

When ratetl for perfcrmarrue sialf service qualtr attribLttes aaross Austalasia rver rated relativcry righ wit r nstrrrlirexJliirce1 knowledge (nedian = 49i rankeC 2nd higrest oj the 22 attributes In conirast Parking suitaiiy aC ilol ani Crinr farilitre were ranked lust above the lcwest ranked attribute Chilc nirdirrg

Customer benefrts Fro- a list of l3 cusorrer beneti soght by 154t Ausrraiasra aquatrc centre custome rs Health and well berng anC [itns benefits were rated as mcsl inrportant (medar cf 44 and 43) In contrast socia beneiis were rnly of relativeiy molerae inportarce with Success n cofitpcit0n ranked p351 ir1p31ltr) When asked to rate the ertent tc which these benefts were actaliy attained the overall resulls jndicate a clcse matchir-g or rirelit importance wrth benelit aitainnrent

CERM Pi customer service benchmarks fcr the calenCar year 201 1

will be compiled in Dece mber when elata from an exBecterl 200C0 Australran and New ZeaNand aquatic centre custrmers is flnalised Likewise CERM Pl operalirnal managenrent benchrnarks fcr the 2010-2011 financial year wrll ie ccllated in December when all data is finally submitted to ihe CllRMFl research leam rli r iiir| l

Irthill $

SunpEus subsidyyvisit r( 1 A iqn Fl

1eurogSpgrtigi-amplt tttt1t1ll 1ll 5538 aa

euronergy cerst per visit s062

Water cost per vislt 5007 5009 Sc06

003 n n

tr$

22

ril

KI tl] ra Pi wxtr leanliness E A

r C ertre teanliness 1a

It) 4t tr+-

4 L nr lrlgtfctr experienee 1 43

6 54 54 Staff fiendliness l J C

1 ir j )dr h rt vaeurou fr money il 45 tf

2 53 b- $txf prscntation 1 L1 l t_

ro 21

J 48

-ai 47

FarkingsuitabiiitY

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21

t t1

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lmrove skill level T lt tt

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Yeart sL$eess in ecmpetitiwt XJ

fulle $cle rrgs fcr beeit-c tis l-5

Any cerircs rnterested in rlntributing data tc th etRM Pl bsnchrrrks ir Ausiralaian pubirc aqualic csntreg please tcntct Ci-1h

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