Delivering a great experience

Session Overview

How are we currently performing, and how can we use the Quest NBS Insight Data to make a difference in customer experience – this workshop will consider how we can use the tools already at our disposal to deliver a great experience.

Gill and David will deliver an interactive session which will discuss how we can get it right and ensure that customer satisfaction improves year on year through:

  • Efficiency

  • Effectiveness

  • Satisfaction

  • Measurement and review tools.

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Gill Twell
Right Directions

Gill joined the Leisure Industry in 1985, starting her career as a part-time Lifeguard. She has held a diverse range of roles, with the majority working in local government. Gill was Group Health and Fitness Manager for a local authority leisure contract for five years before accepting a senior management position as Area Leisure Manager.

She now works full time for Right Directions and heads up the Development arm of the business for both Right Directions and Quest, including the strategic development and implementation of Right Directions and the Quest scheme business plans. Gill also manages the product development, business generation, training and sustainably improving delivery and operational standards across both arms of the business.

David Monkhouse
CEO, active-net

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Has worked in the industry since 1985 in many roles such as lifeguard, head pool attendant, duty manager, assistant manager, manager and group manager for the private sector, Local Authorities and leisure management contractors. His last employed role was with a leisure contractor, taking responsibility for quality, health and safety, human resources and training and development for 60 centres and 3000 employees.

He merged his consulting business of 6 years with Leisure-net Solutions in April 2014. Leisure-net now works with SkillsActive, Sport England, County Sports, ukactive, Quest, Loughborough and Warwick Universities, leisure contractors, Trusts and Local Authorities. Leisure-net delivers customer insight, research, change management, training and development.

David specialises in assisting organisations how through an excellent customer experience an organisation can generate referrals, retain customers for longer and enhance the team experience. David’s qualifications include an MBA in International Sports Management from Loughborough University, a national Examination Board Occupational Safety and Health Certificate and a Preparing To Teach in the Lifelong Learning Sector qualification.