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F.A.N Program Satisfaction Survey
Frankfort Square Park District
Lincoln-Way North High School
Frankfort Square, IL
Created by: Steven Handzik
December 4, 2014
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TABLE OF CONTENTS
Executive Summary
p. 3
I. Introduction
p. 4-5
II. Methods
p. 5-8
III. Results
p. 9-16
IV. Recommendations
p. 17
References
p. 18
Appendix
p. 19-23
A. Survey Instrument
p. 19-21
B. Dataset
p. 22-23
C. Statistics output
*separate document*
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EXECUTIVE SUMMARY
The purpose of this survey is to gather feedback on the satisfaction of the community for
the F.A.N Program that is offered by the Frankfort Square Park District as a response to the
community in the passing of the recent referendum that allowed the building of the new LincolnWay North High School.
The main objectives are to document the use of activities that the program offers,
determine satisfaction levels, develop ideas to better user experience, expand our programs
offerings, understand the demographics of the population we serve, and to judge different
successes and failures of the program.
The survey generates statistics on demographics such as age, gender, ethnicity, and
location. The survey also develops numbers of overall satisfaction of the program, including
cost, hours, equipment, customer service, and space availability. Other areas of the survey show
us our most popular activities and numbers concerning our membership totals. Open-ended
questions offer us with trends and additional areas that customers find important. The statistics
show us the significance of our memberships and satisfaction.
The survey provided a couple statistics that especially caught our interest. Lowest
satisfaction number occurred in space availability, cost, and hours. We also serve mainly the
population right around the school. 70% of participants are from Frankfort Square and Tinley
Park. Basketball is our most popular activity with volleyball and badminton having the lowest
participation rate.
We would like to make cuts in volleyball and badminton to make more space for our
most popular activity, basketball. Cost cuts may be in order to increase satisfaction with the cost
of the program.
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I. INTRODUCTION
It is the mission of the Frankfort Square Park District to provide accessible, nondiscriminatory recreational services, facilities, and open space in an environmentally conscious,
fiscally responsible manner. The Frankfort Square Park District partners with Lincoln-Way
North High School to meet the demands of the community after the recent referendum to build
the new high school. The referendum promises to provide facility use to the public. The
partnership allows the community to utilize Lincoln-Way North’s facilities for recreational and
fitness activities through the F.A.N (Frankfort Square Park District Activities at North) Program.
This program aims to benefit the entire Lincoln-Way Community High School District 210
community and those involved with the referendum process. The F.A.N Program offers activities
like badminton, basketball, walking/running track, fitness/weight room, swimming, and
volleyball. There are a wide variety in membership types and participants can also pay for daily
use.
Purpose Statement
The intent of this survey is to provide feedback on the F.A.N program that was created in
response to the school districts recent referendum to build a new high school. The goal of this
program was to provide facility use to the community. We intend to chart the positive and
negative information that we receive and include it for review at future community and school
board meetings. We will incorporate the data in future surveys to allow the community to vote
on the vest uses to incorporate into our upgrades. We feel it is important that the community
feels that their needs and requests are being taken into consideration for the continuation of our
programs. The survey is important in bettering the opportunities for improvement of quality of
life that we provide for the community.
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Evaluation Objectives
1. To document the main activities being utilized by the F.A.N Program
2. To understand the levels of satisfaction of the community with the F.A.N Program
3. To develop ideas to create a better user experience
4. To generate knowledge on the facility and ways the we can utilize our space and
expand our program
5. To better understand the demographics and population that we are serving
6. To judge the successes and failures of the program thus far
II. METHODS
Sample/Setting
The participants for this survey are a group of 50 individuals that have participated in the
F.A.N Program. Participants that sign up for a membership provide contact information that we
utilized in the delivery of our survey. We sent out an email containing the survey and asked that
they return it to the Frankfort Square Park District building or to the site supervisor that we have
stationed at Lincoln-Way North. New members have also been given the survey at the time of
their sign up. The surveys were also handed out for a period of two and a half months to those
that came in for the F.A.N Program. Participants that do not have a membership are required to
sign in at the time that they pay to enter the facility. At this time, they provide us with a phone
number and email address that we were able to use to email these participants the survey. This
enabled us to receive feedback both from our members and the population that pays each time
they access the facility. The survey was offered to members of the community ranging in ages of
6
10 and higher. Those that utilize the F.A.N Program are from the surrounding community.
Towns include, but are not limited to, Frankfort Square, Frankfort, Tinley Park, Mokena, and
New Lenox.
Procedure
The survey was distributed in three different ways. It was given to those leaving the
facility after they participated in the program from August until the end of the first week of
October. This was done to make sure that we were able to receive feedback from college
students that were home for the summer that use the program. The second way that the survey
was offered was at the time of registering for a membership. A third type of distribution was via
email. We have the email addresses of everyone that participates in the program and we were
able to send the survey out to all of them. Anybody that came into the Park District building was
also given a survey upon request. We asked for those participating in the survey to return their
finished survey to the park district building or to the site supervisor that is stationed at LincolnWay North during the time of the program no later than October 10th.
Instrumentation/Content
This survey utilizes five different types of questions, overall ratings of the company,
ratings of different aspects of the program, questions gathering data on specific ways the
participants access the facility and how they use our service, different demographic questions,
and open ended questions intended to receive more qualitative responses from those participating
in the survey. The first grouping is the demographic questions. “Demographic information is
important for a number of reasons – first to ensure that your survey sample is representative of
your user base or citizens; secondly to enable you to explore correlations between various groups
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and their responses; and finally to explore specific service, program or policy issues” (Parks and
Recreation Ontario 2012). As this group suggests, it is important to better understand the
population that is being surveyed. We were able to learn more about the different groups that
utilize our program. The next group of questions ask the participants to inform us of how they
access the facility i.e. membership status and also the different activities that they participate in.
The use question is important so that a profile can be generated for specific activities (Parks and
Recreation Ontario 2012). We asked the question of what activities the participants use through
the program so that we could analyze the popularity of our activities that we offer. Also, this
question will help us to better manage the space that we utilize for our various activities. Another
question in this category deals with the way that our participants access our facility. There are
four different membership choices and participants can also access the facility by paying each
time they come in. “This type of question can be used to better understand the drop-in
population” (Parks and Recreation Ontario 2012). We wanted to better understand the variety of
uses of our program and we were able to assess the various populations that we serve by using
this type of question. Next are the satisfaction questions. This is the main purpose of the survey.
We wanted to see what parts of the program people were most satisfied with and others that we
may need to work on to improve satisfaction. The purpose of these questions is to get an
overview of the respondent’s satisfaction with the program (WorldAPP KeySurvey 2014). We
were able to get feedback on seven different areas of the program to better understand customer
satisfaction. Lastly, we offered three open-ended questions. “Open-ended questions can lead to
unexpected trends in responses” (Constant Contact 2008). These open-ended questions help us to
learn more about the user experience. Anything that our survey does not address we will be able
to learn from our participants responses. There may be areas that we missed with our survey but
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our participants are able to inform us of other ways that we may need to improve our program
and things that we are doing well.
Design
Parks and Recreation Ontario ranks certain types of questions in order of importance to
add in a satisfaction survey. We designed our survey based on these rankings. PRO ranks nine
different types of questions. Highest ranked is dealing with the facility and the activities that are
used. (PRO 2012). This is why we placed our questions asking about memberships and activity
use first. We are able to learn about how and why our participants are using our facility. The next
in their rankings of the questions we asked are the satisfaction questions. (PRO 2012). It is best
to start broad so our first satisfaction question deals with overall satisfaction. The next
satisfaction questions deal with certain aspects of the program that we decided were most
important for us to learn more about. We asked our participants to give us feedback on aspects
such as hours, cost, customer service, equipment, and availability of space. The next section of
questions are our demographic questions. These are the lowest ranked of the questions. (PRO
2012). We ask our participants questions dealing with age, gender, ethnicity, and where they
live. These questions will help us to better understand the population that we are serving. Lastly,
the survey will end with open-ended questions. This gives the participant and opportunity to give
us any additional feedback that they may feel is important to share.
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III. RESULTS
Question 1. How do you access the facility to participate in the F.A.N Program?
Family Membership
Couple Membership
Single Membership
Senior Pass
Daily Fee
Total
15
7
12
6
10
50
30%
14%
24%
12%
20%
100%
Question 2. Which activity do you participate in most?
Badminton
Basketball
Fitness Center/Weight Room
Swimming Pool
Volleyball
Walking/Running Track
Total
3
14
9
6
5
13
50
6%
28%
18%
12%
10%
26%
100%
Question 3. Please rate your level of satisfaction for each of the following on a scale of 1-5
1=Extremely Dissatisfied 2=Dissatisfied 3=Neutral 4=Satisfied 5=Extremely Satisfied
Overall Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
3.88
0.152903865
4
4
1.081193596
1.168979592
4
1
5
50
10
Hours Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
3.76
0.132664992
4
4
0.938083152
0.88
4
1
5
50
Cost Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
3.76
0.144448282
4
4
1.021403596
1.043265306
4
1
5
50
Space Availability Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
3.56
0.140436637
4
3
0.993036983
0.986122449
4
1
5
50
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Equipment Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
4.34
0.123255169
5
5
0.87154566
0.759591837
3
2
5
50
Customer Service Satisfaction:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Range
Minimum
Maximum
Count
3.84
0.149447964
4
5
1.056756686
1.116734694
4
1
5
50
Question 4. What is your age?
10-14
15-18
19-23
24-40
41-64
65+
Total
4
11
11
8
10
6
50
8%
22%
22%
16%
20%
12%
100%
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Question 5. Are you Male or Female?
Male
Female
Total
27
23
50
54%
46%
100%
7
4
30
8
1
0
50
14%
8%
60%
16%
2%
0%
100%
24
9
6
11
0
50
48%
18%
12%
22%
0%
100%
Question 6. What is your ethnicity?
African American
Asian
Caucasian
Hispanic
Native American
Other
Total
Question 7. Where do you live?
Frankfort Square
Frankfort
Mokena
Tinley Park
Other
Total
Question 8. What, if anything do you like most about the F.A.N Program?
Four main themes were observed from this question:
Facilities
Friendly and Helpful Service
Variety of Activities
Worth the cost
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Question 9. What, if anything do you dislike about the F.A.N Program?
Five main themes were observed from this question:
Overcrowded
Poor hours
Supervision
Too expensive
Parking
Question 10. Please provide us with any additional comments, questions, or suggestions that you
may have.
Three main themes were observed from the responses to this question:
Reservations
Distribution of space
Age restrictions
Results Narrative
The first objective of this survey was to document the main activities that are being
utilized throughout the program. By looking at the table of responses, we are able to see which
activities are being used most and which activities are not.
Badminton
3
Basketball
14
Fitness Center/Weight Room
9
Swimming Pool
6
Volleyball
5
Walking/Running Track
13
Total
50
Table 1. Number and % of activities utilized by the F.A.N Program
6%
28%
18%
12%
10%
26%
100%
This table shows us that the activity that is participated in most is basketball by 28% of our
customers. The track is the next closest at 26%. The least utilized services are badminton and
volleyball. As we look at some of the open-ended responses, we have seen that some of the
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participants feel that badminton and volleyball are taking up space that could be better utilized
by those that want to play basketball. We will take these responses into consideration now that
we have numbers to show that basketball is the most popular activity, and badminton and
volleyball are the two most underutilized activities in the program. Along with accomplishing the
first objective of document the activities that we offer, these findings will also help us to work
with objective number four to find ways that we can utilize our space better. We will look to
offer more space for basketball and possibly move volleyball and badminton to fewer days
and/or a different location.
Our second objective was to observe the levels of satisfaction across the program. Below
we have composed a table with the mean numbers of the satisfaction levels that we obtained
from the survey.
Overall Satisfaction
Hours Satisfaction
Cost Satisfaction
Space Availability Satisfaction
Equipment Satisfaction
Customer Service Satisfaction
Average of Satisfaction Levels
Table 2. Mean satisfaction levels of F.A.N Program
3.88
3.76
3.76
3.56
4.34
3.84
3.86
This table allows us to see the satisfaction levels of our participants. We are able to see that the
lowest average satisfaction level is with space availability. This takes us back to our last
objective of how we utilize our space and we are able to see that this is the biggest concern of
our participants. Overall satisfaction and equipment satisfaction are our highest levels of
satisfaction. This helps us because we are able to see that we are doing a good job at offering
quality equipment and facilities to those that use our program. We will not have to focus much
time into this aspect of the program because at 4.34 average, our customers are pretty satisfied
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with the equipment. We will take the results from the last two tables and use this information to
create a better user experience. This will help us to accomplish our third and sixth objectives in
determining strengths and weaknesses in order to create a better user experience. Our users are
most concerned with availability of space and also the hours and cost of the program. The issue
with addressing our hours is that we have to share the facilities with the school. The school has
priority in all areas of the facility so we can only use them when the school is not utilizing them.
In order to address cost satisfaction, we did a Chi-square test to determine significance of our
findings between our members and nonmembers. Table 3 demonstrates these findings.
observed
member
N-M
1
2
0
2
2
4
1
5
3
7
2
9
4
15
3
18
5
12
4
16
40
10
50
Table 3. Chi-square test of member and non-member cost satisfaction
The P-value of our research was 2.06216 E-4. This is a rather small number and shows us that
the data that we collected was statistically significant. We will look at ways that we can adjust
the costs of our program to increase satisfaction levels of our users.
Our fifth objective was to gain a better understanding of the population that we are
serving. We were able to do this through the use of our demographic questions. Questions
consisted of age, gender, ethnicity, and location. The most users of each demographic are ages
15-23, male, Caucasian, and living in Frankfort Square. These numbers can be seen in the tables
located on pages 12 and 13. Our lowest age demographic is the 10-14 age group. While we
would like to receive more usage out of our lowest participation group we will not make efforts
to reach out to this age group. According to some of the open ended responses, there seem to be
problems with the younger age groups and supervision. We will instead focus on reaching out to
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the next lowest age group which is 65+. We offer senior rates at a discount for this age group.
We will perhaps look into lowering costs especially for this age group. Of those surveyed, male
and female participants are relatively close in numbers. We will look to offer more opportunities
for the female population, such as activities like yoga which have been seen as a want in the
community from our open ended questions. We will also look to expand the ethnicity groups that
we attract. Possibly offering activities like soccer on certain days will attract a more diverse
population due to the overall popularity of the sport across all demographics. Minorities make up
far less than half of those participating in the program. The last demographic question deals with
location. Those that participate in the F.A.N Program are by far mostly from the immediate
community around the school. Lincoln-Way North is located in Frankfort Square and just on the
border of Tinley Park. Participants from these two areas make up 70% of the program. We will
look into our marketing efforts in outreach to the rest of the community that our services are
meant to be offered to.
Limitations
There are a few limitations with our results. We should have looked at a larger sample
size. This would have given us greater levels of statistical significance and a wider range of the
population to assist us with our research. We also could have gone more in depth with the
question dealing with activities. This would have given us an idea of users that utilize more than
one of the activities that the program offers rather than just their most used activity. We were
able to receive some feedback through open ended question, however, we could have added
more to the rest of the questions in the survey so that each area could have been addressed
specifically.
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Recommendations
There are several areas of recommendation from the results of the survey. Most
importantly is to address the satisfaction levels. As discussed earlier, there is not much that can
be done about the hours that the program is offered due to the partnership with the school.
Unfortunately we cannot really fix this problem with the program. We will however look into
creating a better distribution of the space that is provided for activities. With the lowest
satisfaction rate at 3.56 out of 5 in space availability, we will look for ways to offer more space
for our most popular activities. Basketball leads the way at nearly a 30% participation rate. We
will work to create more space for basketball by opening up the gym space as well as the field
house that is used for basketball. We will provide the field house solely to those that want to play
basketball and work with the school to open the main gym for the sports that are utilized the
least, volleyball and badminton. We also would like to reach out to the surrounding communities
more, as the results show that 70% of participants are from the two towns that are nearest to the
school. Another area that we can work on is trying to find out how to attract the minority groups
in the community. Those that participate in the program are only 30% minority. Cost is also a
concern of the program. The data that we collected was statistically significant and it is important
to address this issue. The purpose of the program is to provide opportunities to the public, not to
make money. It is more important that the community is satisfied and able to access the program.
The last area that we can work on is reaching out to our senior population. We offer a senior pass
at a discounted rate, but perhaps we can offer certain hours that welcome solely those that
purchase a senior pass. This will allow them to participate in the activities that they want to
without the distraction of the younger population that seems to be a problem according to openended responses.
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REFERENCES
Constant Contact. (2008). Sample Survey Questions, Answers, and Tips. Retrieved from
http://www.constantcontact.com/aka/docs/pdf/survey_sample_qa_tips.pdf
Frankfort Square Park District. http://www.fspd.org/abo-general-info.asp
Parks and Recreation Ontario. (2012). Measuring Customer Value and Satisfaction for Parks and
Recreation: Survey with Tips. Retrieved from
http://www.prontario.org/index.php/ci_id/8036.htm
WorldAPP KeySurvey. (2014). Developing Successful Customer Satisfaction Survey. Retrieved
from http://www.keysurvey.com/resources/whitepapers_full_text3.jsp
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APPENDIX A
Final Survey Instrument
F.A.N Program Satisfaction Survey
We at the Frankfort Square Park District value your support and are thankful for your time in
participating in our survey. The information that we gather will help us to continue creating
enjoyable programs and experiences for the community. Please return this survey to the FSPD
main office, Lincoln-Way North site supervisor, or via email.
For Questions 1 and 2, please indicate your answer with an X next to your selection.
1. How do you access the facility to participate in the F.A.N Program?
__Family Membership
__Couple Membership
__Single Membership
__Senior Pass
__Daily Fee
2. Which activity do you participate in most?
__Badminton
__Basketball
__Fitness Center/Weight Room
__Swimming Pool
__Volleyball
__Walking/Running Track
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For Question 3, please respond with a number 1 through 5.
1=Extremely Dissatisfied 2=Dissatisfied 3=Neutral 4=Satisfied 5=Extremely Satisfied
3. In the space provided, please rate your level of satisfaction in the following areas:
a. Overall Satisfaction with the F.A.N Program___
b. Satisfaction with the Hours of the Program___
c. Satisfaction with the Cost of the Program___
d. Satisfaction with the Facility Equipment___
e. Satisfaction with Customer Service___
f. Satisfaction with Space Available for each activity___
For Questions 4-7, please indicate your answer with an X next to your selection.
4. What is your age?
___10-14
___15-18
___19-23
___24-40
___41-64
___65+
5. Are you Male or Female?
___Male
___Female
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6. What is your ethnicity?
___African American
___Asian
___Caucasian
___Hispanic
___Native American
___Other (please identify in the space provided):_________________
7. Where do you live?
___Frankfort Square
___Frankfort
___Mokena
___Tinley Park
For Questions 8-10, please respond with as much detail in the space provided.
8. What, if anything, do you like most about the F.A.N Program?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
9. What, if anything, do you dislike about the F.A.N Program?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
10. Please provide us with any additional comments, questions, or suggestions that you may
have.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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APPENDIX B
Data Set
1. How do you access the facility to participate in the F.A.N Program?
Family Membership
15
Couple Membership
7
Single Membership
12
Senior Pass
6
Daily Fee
10
2. Which activity do you participate in most?
Badminton
3
Basketball
14
Fitness Center/Weight Room
9
Swimming Pool
6
Volleyball
5
Walking/Running Track
13
3. A. Overall Satisfaction- 1(2) 2(4) 3(8) 4(20) 5(16)
B. Hours- 1(1) 2(3) 3(14) 4(21) 5(11)
C. Cost- 1(2) 2(4) 3(9) 4(24) 5(11)
D. Equipment- 1(0) 2(3) 3(4) 4(16) 5(27)
E. Customer Service- 1(2) 2(2) 3(14) 4(16) 5(16)
F. Space Availability- 1(2) 2(3) 3(19) 4(17) 5(9)
4. What is your age?
10-14
4
15-18
11
19-23
11
24-40
8
41-64
10
65+
6
23
5. Are you Male or Female?
Male
27
Female
23
6. What is your ethnicity?
African American
7
Asian
4
Caucasian
30
Hispanic
8
Native American
1
Other
0
7. Where do you live?
Frankfort Square
24
Frankfort
9
Mokena
6
Tinley Park
11
24