For over a decade, South Downs Leisure has partnered with Active Insight to harness the power of data in shaping exceptional customer experiences. As one of Active Insight’s long-standing clients, South Downs Leisure has deeply embedded the NPS and Feedback Focus tools into the fabric of their day-to-day operations, enabling a truly insight-led approach to leisure service delivery.

Keeping a Finger on the Pulse of the Business

With multiple sites and a membership base of over 16,000 members, South Downs Leisure understands the importance of staying connected to what’s happening across the organisation in real time. Active Insight’s suite of tools provides exactly that, real-time, actionable intelligence that helps managers at all levels make informed decisions and swiftly respond to what their customers need.

“Having all of the data in one place is so valuable. It means that our management team can turn their computer on in the morning and get an instant pulse check for the day. It gives them the framework of what they need to focus on and how they can provide a brilliant experience for our customers.”
Katie McFarlane, Business Development Director, South Downs Leisure

Feedback Driven Growth and Strategy

Customer feedback sits at the heart of South Downs Leisure’s strategic vision. The organisation encourages feedback at every opportunity via the website, in person, and through conveniently placed QR codes throughout its facilities. This approach ensures feedback is collected as experiences happen, providing authentic, timely insights from customers.

The integration of Active Insight’s tools enables the team to spot trends, monitor daily and weekly patterns, and explore feedback in meaningful detail. For example, feedback can be mapped to specific days of the week, helping identify service ‘hotspots’, both areas where teams are excelling and those where improvements are needed.

Turning Insight into Action

The intelligence gained through the suite is not just collected, it’s used. With quarterly insight reports produced by the Active Insight team, South Downs Leisure’s management team is equipped with a clear, evidence-based picture of performance. These reports support the refinement of service delivery strategy and ensure that every decision is rooted in what matters most, the customer experience.

“The team at Active Insight are great to work with. They are so proactive, adding value to our thought process, helping us to further dig into and interpret the data and sharing best practice and innovation for ways in which to develop our service delivery moving forward. It really is a brilliant partnership.”
Katie McFarlane, Business Development Director, South Downs Leisure

A Partnership Built on Trust and Results

The relationship between South Downs Leisure and Active Insight is a testament to the power of data-led partnerships. Over the past 10+ years, the collaboration has evolved, with Active Insight continuously innovating its tools and approach to meet the growing needs of South Downs Leisure.

Together, we have built a model for how leisure providers can not only gather customer insight but use it to shape a service culture that is responsive, proactive, and above all customer-centric.