<p> Date Undertaken – Bike Hire Provider – Key Performance Indicators</p><p>Score Ref Measurement Criteria Detail Comment/Action 1 – 10</p><p>1 General – As per the services schedule, provided as part of the bike hirers tender response document. 1.1 Opening hours/days If the opening hours need to change and/or should any alteration be required then 24-hours notice to FC Bike hire provision shall be available at contact is needed. Permanent changes will be agreed at the required opening times on the quarterly review meetings. agreed days per week.</p><p>Bike Hire Facility, Workshop and Bike Wash to be maintained to a high level of cleanliness. Premises Inspection The operator will inform the client of any M&E and Review the appearance of the bike hire structural improvements that would enhance the 1.2 facility, workshop and the environs. Is standard of the premises. the facility well maintained and tidy, free from rubbish and clutter? The appearance of the facility can promote confidence to customers and develop customer loyalty for the services offered.</p><p>Retail Standards and Products The bike hire provider will be expected to stock a basic range of ancillary products (tyres and tubes) and offer 1.3 Visual check of the merchandising of basic repairs service items to hire and non hire products and service items. customers to enhance their visit.</p><p>1.4 The bike hire service shall ensure that their ranges meet Bike Stock the needs of the diverse range of customers from children, family groups, people with disabilities and Agreed range of bikes available to hire others wishing to take advantage of this service. as per the tender response document. The bike hire fleet should demonstrate bikes from Age of the bike stock on offer (current supplier current ranges that meet the needs of the models) to ensure the shop remains customers. relevant to its market. By Tanya Rex 1 Date Undertaken – </p><p>Equipment The bike hire fleet and equipment should be in a satisfactory condition to promote customer confidence in Visually check the condition of bike hire the service provided. 1.5 stock and other equipment e.g. Helmets. Is all equipment clean and well Cycle helmets should be disinfected between each stored? hiring and should be free from damage.</p><p>In accordance with marketing and branding guidelines Branding and Marketing Activities as per the tender document the bike hirer will ensure that suitable, attractive and appropriately located Review all signage ensuring it conforms signage is present at all times. to the branding guidance outlined in the tender document. All promotions or theme days are to be firstly discussed 1.6 with the client in respect of representing a fair and Review internet promotional activity and attainable offer to all customers and political request examples of offsite marketing correctness. activities. In all instances, prices of the items available for sale and tariff for services shall be attractively presented, and be clearly visible to customers using the facility.</p><p>Events, Guided Rides and Courses The provision of extra services to complement the offer Review the provision of the events, of bike hire to customers is valuable and can promote courses and guided rides for the customer loyalty. 1.7 frequency, participant numbers, and any future planned developments/products Staff undertaking these activities should be adequately to be offered. trained.</p><p>1.8 The Forestry Commission needs to be reassured that Business Performance the business is financially sound and that the operator is making every effort to develop and grow the business. Discuss with the provider the performance of the operation since the Support in this area required from the FC can be last review. Review any financial discussed with relation to mutual benefits of increasing information or trend information the offer or usage of the services and site.</p><p>By Tanya Rex 2 Date Undertaken – provided by the operator to rank performance against previous years.</p><p>Staff Training The standards of training for mechanic staff are essential to developing customer confidence in the Mechanic staff should be Cytech trained services offered. Good staff knowledge on products or equivalent. Check certificates for staff promotes customer confidence and loyalty in the service performing maintenance. provided. Staff should also have up to date Annual training review shall be completed to ensure that product training from suppliers to ensure all staff are appropriately trained in areas including but 1.9 they are fully appraised to sell these not limited to the following: products to customers. . Health and safety (including COSHH, Risk Assessments, Safe Systems of Work, Manual Review the qualifications of the staff Handling etc) leading, guiding or instructing training . Service delivery /customer care courses. One of the following minimum . Any relevant specific job training for the roles trail leader qualifications should be held: undertaken TCL - Level 1, MIAS – Grade 2 – . CRB Check for all staff working with children Instructor Wild Country Terrain, CTC Trail Leader. </p><p>Customer Service – 2 The bike hire provider needs to ensure that the service Repairs and Servicing provided to customers is of a high standard to promote excellence in the service provision and customer loyalty. 2.1 Observe the customer service provided to customers by staff for the servicing or Best practice documentation can be provided by the repair on customer bikes including Association of Cycle Traders. Service/Repair contract documents (including T&C’s).</p><p>2.2 The bike hire provider needs to ensure that the service Bike Hire provided to customers is of a high standard to promote excellence in the service provision and customer loyalty. Observe the customer service provided to customers by staff from the bike hire Best practice documentation can be provided by the centre including charging, sizing, route Association of Cycle Traders and the CTC Cycle Hire advice/ provision of maps, bike Code. operation, hire agreement documents By Tanya Rex 3 Date Undertaken – (including T&C’s) and other information.</p><p>All customer complaints and satisfaction comments should be addressed whether negative or positive, promoting to the customer that their comments can Customer Satisfaction make a difference.</p><p>Customer satisfaction comments and The tenant must inform the Forestry Commission in 2.3 customer complaints procedure in writing of any general complaints within 7 days of place. Review recent receiving the complaint. Any complaints in reference to comments/complaints with the operator. faults with equipment or facilities must be reported to the FC within 24hrs. Any significant potentially dangerous faults must be made safe or reported immediately. </p><p>All staff and any representatives, contractors and sub Staff and Uniforms contractors shall be readily identifiable as such at all times by wearing of uniforms. 2.4 Bike Hire staff should be readily The operator should ensure the staff are available at all identifiable and available. times to service customer demand.</p><p>3 Health and Safety - </p><p>Health and Safety regulations. The provision of the bike hire services shall comply in all respects with relevant health and safety legislation. Visual check of the fire safety provisions Operator to have a Health and Safety Policy in place. 3.1 and compliance to any other H&S best practice relating to the workshop area. H&S issues pertinent to the landlord (i.e.M&E or Where use of chemicals or substances Structural) will be reported to the FC. is called for, COSHH data sheets shall be available.</p><p>3.2 Risk Assessments and Safe Working Operator to ensure that staff are appropriately trained in Practices respect of risk assessments and safe working methods and have access to relevant information that they may Appropriate safe methods of working i.e. require. risk assessment and method statements</p><p>By Tanya Rex 4 Date Undertaken – and for the provision of bike hire shall be in place and reviewed .</p><p>Accidents and First Aid Provision All accidents will be recorded in on site accident books All accidents will be recorded in and will be completed as soon as is reasonably accordance with Health and Safety practicable. regulations and Forestry Commission 3.3 procedures. The tenant/s must inform the Forestry Commission of any accidents within 7 days. Any RIDDOR reportable Bike Hire provider to have suitable first accidents must be reported to the FC within 24hrs. Any aid provision within staff compliment at significant accidents must be reported immediately. all times.</p><p>Maintenance and Inspection Records for hire fleet The service provider is responsible for managing a system to record the maintenance or the fleet. Visual check of the 3.4 maintenance/inspection records system Best practice examples of Cycle Safety Checklist can be relating to the hire fleet ensuring that all sourced from the Association of Cycle Traders. bikes are checked for faults after each hire and repairs addressed.</p><p>Safety Advice and Equipment</p><p>Ensure all hire customers are provided The operator must ensure that customers are provided 3.5 with relevant safety advice and with all the relevant safety advice and equipment. equipment i.e. helmet, maps, contact phone numbers.</p><p>3.6 Emergency Procedures Provider to have robust systems and processes in place Review the emergency procedures in to deal with all emergency procedures and ensure that place for missing persons/over due all staff are aware of these. hires and any other emergency situations.</p><p>By Tanya Rex 5 Date Undertaken – </p><p>Scoring legend</p><p>0 Unacceptable 2 All areas below Standard 4 Many areas below standard 6 Scope for improvement 8 Acceptable Standard 10 Exceeds expectation</p><p>Note: Where an attainment below 8 out of 10 is recorded (8 representing acceptable standards), the operator will formulate and agree with the FC reactive attentions to be applied and ensure that these are carried out within one calendar month of receipt of the Auditor’s report.</p><p> Public Liability Insurance – cover to a minimum level of £5 million. Current certificate to be supplied to FC at annual renewal date.  Risk Assessments for Guiding, Leading or provision of Training Courses should be supplied to the FC when reviewed which a minimum should be annually.</p><p>By Tanya Rex 6</p>