1. Stage One:
Questionna
ire

2. Important information
Please complete the information below. Note that points will be deducted for any unanswered
questions but you can refer to information provided in previous sections in order to avoid
duplication. Please remember to include information about your whole fitness related business, not
just your gym and studios.
Deadline for stage one is 28th January 2013. Payment is due upon entry.
General Information
Club/Centre Name:
(Please use the official
writing of the facility
name)*
Parent Company: *
Create a Password for
your entry *
Which Category are you
entering? *
Has your club/centre
passed the Code of
Practice audit? *
FIA Membership
Number: *
Main Contact First
Name: *
Main Contact Surname:
*

3. Job Title: *
Contact Number: *
Mobile:
Address Line 1: *
Address Line 2:
Town:
Postcode: *
Facility Information
Average total membership during 2012
Total number of full time staff at the site
Total number of studios
Facilities you provide to meet member's ☐ Creche
needs:(select all that apply)
☐ Gym
☐ Swimming Pool
☐ Studio
☐ Spinning
☐ Spa
☐ Sports Hall
☐ Tennis Court
☐ Restaurant/bar
☐ Other
If other please specify:
Please select any other kite marks you ☐ Quest

4. have(Code of Practice compliance is ☐ IFI
obligatory):
☐ IIP
☐ Other
If other, please specify:
Business Strategy and Vision
1. Plan – out of 10 marks(250 word maximum)
(i) How do you plan to maximise and deliver on your aims and objectives?
Detail how you and your team work to achieve your objectives and what they mean to you. Ensure you detail
what makes your facility unique.
This can include information on:
Corporate strategy / objectives
Site specific objections
Action plans
Business plan
Financial plan
Performance management / Key Performance Indicators (KPIs)
Marketing and promotion plans
Partnership plans
Fitness Industry Association (FIA) standards
Procedures and policy systems
Retention programmes
2. Do –out of 50 marks(250 word maximum for each answer)

5. (i) How do you make customers aware of the facility and programme you
offer and ensure that they want to use your facilities and classes?
Detail how you promote, interact with your customers and how you market to new and existing members.
Ensure you detail what makes your facility unique.
This can include information on:
• Internal promotions
• External promotions
• Website/social media
• Marketing material
• Retention programmes
• Social activities
• Outreach and community engagement
• Communication with the staff
• Programmes for specific user groups
(ii) What training has been delivered to ensure that the staff is equipped
with the skills to undertake their duties?
This is your opportunity to detail how you decide who needs what training and why. Do you offer additional
training? Ensure you detail what makes your facility unique.
This can include information on:
• Procedures and policy systems
• Register of Exercise Professionals (REPs)
• Skill development
• Career progression
• Cross skilling
• Continuous performance development (CPD)
• Customer care training
• Centre specific induction
• Job role specific induction
• Records of staff qualifications and training
(iii) What resources have been allocated to deliver the programme?
This is your opportunity to detail how you invest in your facilities, to develop the building, programme and
staff. Ensure you detail what makes your facility unique.
This can include information on:
• Training budget

6. • Building refurbishments
• Equipment renewal and maintenance budgets
• Sales
• Retention
• Information Communication Technology (ICT )
3. Measure and Review – out of 20 marks
Measure:
This is your opportunity to detail how you look at data; it can be qualitative or
quantitative data. This is about how you collect information on the service you
are providing.
Review:
What do you do with the data you have collected, do you get actions from it. Do
you discuss trends and findings?
How do you measure?(250 word maximum over all answers)
(i) Performance management
(Key Performance
Indicators)
(ii) Retention of customers
(iii) Audit results
(iv) Mystery Visits
(v) Financial performance

7. (vi) Customer feedback
(vii) Staff feedback
How do you review what you measure?(250 word maximum over all answers)
(i) Retention of customers
(ii) Targets achieved
(iii) Discussions/forums
(iv) Review of KPIs
(v) Reviews and audits
(internal and external)
4. Impact – out of 20 marks(250 word maximum)
Has what you have done made a difference to your individual customers and/or
your local community? How have you contributed towardsachieving More
people, More active, More often?
This is your opportunity to detail how your team and facility have really made a difference, what
have you done to change lives, increase participation andwork with target groups. Ensure you
detail what makes your facility unique.
This can include information on:
• Compliments
• Good news stories
• Members who have achieved beyond expectation
• Research into the difference fitness activity has made to people’s lives
• Improved retention / reduced attrition
• Improved financial performance
• Improved internal audit results