QuestNewsletter August 2026
Summer Update Welcome to our latest Quest customer update. As always, thank you for the continued commitment you show to quality improvement and delivering excellent services in your communities. Your engagement with the Quest process helps drive standards across the sector, and we are grateful for the enthusiasm and professionalism you bring to the scheme.
Quest 2025 Annual Report The 2025 Quest Annual Report reflects a year of consolidation, consistency and continued progress across the sport and leisure sector.
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Building on the strong foundations established in 2024, this year’s results demonstrate that facilities are not only maintaining high standards but also embedding them more consistently across all areas of operation. To read the full report, click HERE Quest Annual Report 2025 nds
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Small improvements, big impact: what the first five months of 2026 are telling us The latest Quest Mystery Visit results are in, with plenty to celebrate. During the first five months of 2026, facilities continued to provide safe, welcoming environments where customers enjoyed positive experiences. The data shows strong operational performance across the sector, while also highlighting straightforward opportunities to make an even bigger difference for customers. Rather than focusing on scores alone, we have identified the trends that matter most and the practical actions you can take before your next assessment.
The good news The overall picture is extremely positive. • Operational Standards continue to lead the way, with 88% of assessments achieving either Very Good (60%) or Excellent (28%). • Customer Experience remains a strength, with 81% of visits rated Very Good or Excellent, showing that customers continue to value the service they receive. • Programming and Inclusion achieved an overall Good rating, with 87% of assessments rated Good or above— a strong foundation to build on as the industry continues to broaden its appeal and accessibility.
These results demonstrate the professionalism and commitment that Quest facilities deliver every day.
What customers are noticing Some aspects of the customer journey are being delivered exceptionally well. The highest-performing areas include: • 100% of facilities provided appropriate guidance for sauna, steam room, and spa facilities. • 100% maintained suitable lighting across activity areas. • 97% were easy to access without travelling by car. • 96% of mystery visitors enjoyed their activity. • 96% found clear operational information on facility websites. • 94% displayed up-to-date health and safety signage. • 93% maintained comfortable activity temperatures. • 92% positioned fitness equipment safely. • 92% clearly identified accessible parking spaces. • 92% observed activities being delivered safely by staff. These consistently high scores show that facilities continue to get the fundamentals right, creating environments that are safe, enjoyable and professionally managed.
[t] 01582 840 078 [e] quest@rightdirections.co.uk [w] www.questaward.org
Where small changes could make a big difference
Quick wins before your next QUEST visit
The data also highlights several themes where relatively simple improvements could significantly enhance both customer experience and Quest performance.
Looking for improvements that are simple to implement and can have a real impact?
Lowest-performing areas • 84% of websites reviewed did not detail a transgender inclusion policy. • 81% of websites sampled did not have a visible commitment to safe spaces for all users. • 72% of websites did not have an accessibility video tour available online. • 71% of websites did not have a carers policy that could be found. • 65% of social media sites reviewed did not promote sustainability. • 61% of facilities did not complete screening before gym-based activity. • 56% of facilities did not provide clear opportunities for customers to give feedback within the facility. • 53% of social media enquiries did not receive a professional response. • 53% of facilities did not have access control operating throughout the facility. • 50% of gyms were not visibly staffed during the visit.
aPublish transgender inclusion and carers information on your website. aDisplay clear safe-space messaging in the facility and across digital channels. aCreate accessibility video tours for customers with additional access needs. aOffer more customer feedback options, such as QR codes, surveys and feedback stations. aSet service standards for responding to social media and online enquiries. aReview gym staffing levels and staff visibility on the fitness floor. aStrengthen pre-exercise screening and induction processes for new gym users. aPromote sustainability initiatives through the website, social media and facility communications. The Mystery Visit results indicate that facilities are operating well and performing strongly in safety, operations and customer experience. Focused improvements in inclusion, accessibility, customer engagement and digital communication will further strengthen performance and support future Quest outcomes.
[t] 01582 840 078 [e] quest@rightdirections.co.uk [w] www.questaward.org
Quest Drop-In Session Date: 20th August 2026 Time: 10 am Focus: Mystery Visits Join our free monthly informal drop-in session, led by the Head of Quest, for practical tips and guidance to help you prepare for the Mystery Visit element of your Quest assessment. There will also be time for questions, allowing you to discuss any Quest-related queries with us. To register for the session, follow the link HERE
Quest and Active Insights Webinars Thank you to everyone who joined us and Active Insights for the Day One, Done Right webinar on 16th July. It was great to see so many familiar faces and colleagues. If you were unable to attend, you can access the webinar recording here: Day One Done Right If you have any questions about the webinar content, please contact us at Quest@rightdirections.co.uk.
Our next webinar, Mindset to Momentum, will take place on 11th November 2026 at 10 am. The session will focus on how we can help people to start and maintain their fitness journeys within leisure centres. Please save the date. If you are not already following us, please follow Quest on LinkedIn for updates. https://www.linkedin.com/company/quest-nbs/posts/
[t] 01582 840 078 [e] quest@rightdirections.co.uk [w] www.questaward.org
Get your assessment off to a great start A little preparation can make a big difference to how smoothly your Quest assessment day runs. To help your assessor get straight into the day and focus on the assessment itself, please take a few moments to check the practical arrangements in advance. •
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Confirm the car parking arrangements for the facility and let the assessor know where they should park, and whether it is free or payment is required if they are travelling by car If the assessor’s vehicle registration needs to be added to a staff car park log or parking system, please request it in advance and make sure it is entered correctly. We have recently had assessors receive parking tickets where this step has not been completed properly. Think about where the assessment will take place and ensure there is a suitable desk, chair and reliable Wi-Fi available. Water, tea and coffee are always appreciated and help make the day more comfortable. Please provide lunch for the assessor, the assessor will let you know if they have allergies or dietary requirements in advance.
These simple steps help create a professional and welcoming start to the day.
[t] 01582 840 078 [e] quest@rightdirections.co.uk [w] www.questaward.org