1. Surveys
  2. 2016
  3. October
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  5. Rio2016 NPC Survey
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Exit Survey
 
 
Dear all,
 
On behalf of the IPC Governing Board, I would like to inform you that the IPC will collect client satisfaction surveys during and after the Rio 2016 Paralympic Games.
 
These surveys will assess key aspects of the client’s experience at the Games and your contribution will be beneficial in improving the experience for both yourself and others at future Paralympic Games.
 
Therefore, I encourage all of you to participate in order to help us continually improve the Paralympic Games at all levels.
 
In order to take part, please continue and fill in the Client Experience Questionnaire.
 
Kind regards,
 
Sir Philip Craven MBE
IPC President
 
 _______________________________________________________
Disclaimer
We will only collect one survey per NPC. The survey should be answered by the Chef de Mission or the Paralympic Games lead for Rio 2016. The feedback should take into consideration the overall NPC experience and not only the experience of the Chef de Mission or Paralympic Games lead. We appreciate you taking the time to complete this survey.  The information that you provided will help the IPC shape the NPC and athlete experience at future Paralympic Games. The IPC may contact you directly to gain further insight into your experience at the Games.
 
 
 
1 Background
 
 
 
* 1.1 Which NPC do you represent?
 
 
 
 
* 1.2    What region is your NPC from?
 
Americas
 
Africa
 
Asia
 
Europe
 
Oceania
 
 
 
* 1.3 What sport(s) did your NPC participate in?
 
Archery
 
Athletics
 
Boccia
 
Canoe
 
Cycling (road)
 
Cycling (track)
 
Equestrian
 
Football 5-a-side
 
Football 7-a-side
 
Goalball
 
Judo
 
Powerlifting
 
Rowing
 
Sailing
 
Shooting
 
Sitting volleyball
 
Swimming
 
Table Tennis
 
Triathlon
 
Wheelchair basketball
 
Wheelchair fencing
 
Wheelchair rugby
 
Wheelchair tennis

 
 
 
2 Most important aspects of the Paralympic Games
 
 
 
* 2.1 Please select the top five services, which are most important to your overall experience at Paralympic Games:
 
Pre-Games Information
 
Arrivals & Departures
 
Transport
 
Paralympic Village
 
Competition and Training Venues
 
Sport Operations & Services
 
OCOG Workforce
 
Catering
 
Medical & Health Care
 
Anti-Doping
 
Logistics (Customs and freight)
 
Ceremonies
 
Delegation registration process and services
 
Other (Please specify)
 

 
 
 
3 Pre-Games Information
 
 
 
* 3.1 Please chose the five most important areas of Pre-Games Information for Paralympic Games:
 
Arrivals and Departures & Logistics
 
Accreditation and Sport Entries
 
Ticketing (i.e. prices, family and friends programme)
 
Paralympic Village
 
Accommodation
 
Catering
 
Ceremonies
 
Competition and training venues
 
Paralympic Family and International Dignitary Services
 
Medical & Anti-Doping
 
Security
 
Sport Information & Services (i.e. competition schedule)
 
Rate Card and Technology
 
Transport
 
Other (Please specify)
 

 
 
3.2 How satisfied was your NPC with the pre-Games information that you received before the Rio 2016 Paralympic Games?
 
 
 
3.2.1 If your NPC was dissatisfied/very dissatisfied with one or more areas of Pre-Games Information, please explain the reasons:
   
 
 
 
4 Arrivals & Departures
 
 
 
* Arrivals & Departure (Airport)

4.1 Please select the top four areas of Arrivals & Departures at the airport during Paralympic Games:
 
Accessible facilities (i.e. bathrooms, elevators, ramps)
 
Accreditation validation facilities and services
 
Airport facilities (i.e. waiting area, shops, dining)
 
Logistics (i.e. baggage claim, handling and screening of equipment)
 
Security (i.e. screening area)
 
Transport to/from Paralympic Village or other Accommodation
 
Workforce (Volunteers / OCOG Paid Staff)
 
Other (Please specify)
 

 
 
4.2 How satisfied was your NPC with the Arrivals & Departure Services at the airport during the Rio 2016 Paralympic Games?
 
 
 
4.2.1 If your NPC was dissatisfied/very dissatisfied with one or more areas of Arrivals & Departures at the airport, please explain the reasons:
   
 
 
 
* Arrivals & Departure (Paralympic Village Welcome Centre)

4.3 Please select the five most important elements of Arrivals & Departures at the Welcome Centre and Paralympic Village during Paralympic Games:
 
Accessible facilities
 
Accreditation validation facilities and services
 
Village check-in/check-out procedure
 
Logistics (i.e. handling and screening of equipment)
 
Security (i.e. screening area)
 
Waiting area and facilities at Welcome Centre
 
OCOG Workforce
 
Other (Please specify)
 

 
 
4.4 How satisfied was your NPC with the Arrivals & Departure Services at the Paralympic Village Welcome Centre during the Rio 2016 Paralympic Games?
 
 
 
4.4.1 If your NPC was dissatisfied/very dissatisfied with one or more areas of Arrivals & Departures at the Paralympic Village Welcome Centre, please explain the reasons:
   
 
 
 
5 Transport
 
 
 
* 5.1 Please select the five most important aspects of transport during the Paralympic Games:
 
Accessibility (vehicles, load/drop-off zones)
 
NPC dedicated vehicles
 
Parking facilities (i.e. location and capacity)
 
Public transport services
 
Rate Card vehicles
 
Security (i.e. bubble to bubble transport)
 
Transport for President/Secretary General (T2)
 
Games Client Transport (T3)
 
Athlete Transport (TA)
 
Paralympic Route Network
 
Other (Please specify)
 

 
 
5.2 How satisfied was your NPC with the following transport services during the Rio 2016 Paralympic Games?
 
 
 
5.2.1 If your NPC was dissatisfied/very dissatisfied with one or more areas of Transport, please explain the reasons:
   
 
 
 
5.3 Was access to a pre-bookable pool of accessible vehicles sufficient for the operations of your NPC during the Rio 2016 Paralympic Games?
 
Yes
 
No
 
 
 
6 Paralympic Village
 
 
 
* Paralympic Village Facilities

6.1 Please select the five most important facilities or aspects of the Paralympic Village:
 
Athlete Spaces (i.e. Lounge, Games Area, Cinema)
 
Accommodation (i.e. Bedrooms)
 
Chefs de Mission Hall
 
Dining Hall
 
Public spaces and environment
 
Village Fitness Centre and recreational areas
 
Distance from accommodation to services
 
Distance of village to competition and training venues
 
Multi-Faith Centre
 
NPC Offices, Meeting and Storage Areas
 
NPC Services & Sport Information Centre
 
Resident Centre
 
Village Plaza (Bank, General Store, Post Office, etc.…)
 
Other (Please specify)
 

 
 
6.2 How satisfied was your NPC with the following facilities of the Paralympic Village during the Rio 2016 Paralympic Games?
 
 
 
6.2.1 If your NPC was dissatisfied/very dissatisfied with one or more areas of the Paralympic village facilities, please explain the reasons:
   
 
 
Paralympic Village (Accessibility)



6.3 How satisfied was your NPC with the accessibility of the following facilities of the Paralympic Village during the Rio 2016 Paralympic Games?
Very Dissatisfied Not Satisfied Average Satisfied Very Satisfied
Athlete spaces
Accommodation
Chefs de Mission Hall
Dining Hall
Public spaces and environment
Village Fitness Centre and recreational areas
Multi-Faith Centre
NPC Offices, Meeting and Storage
NPC Services & Sport Information Centre
Resident Centre
Village Plaza
 
 
 
6.3.1 If your NPC was dissatisfied/very dissatisfied with the accessibility of one or more areas of the Paralympic Village, please explain the reasons:
   
 
 
 
*

Paralympic Village Services


6.4 Please select the five most important services of the Paralympic Village:
 
Bookable meeting rooms
 
Functional Area Helpdesks (Accreditation, Sport, Rate Card, Transport, Logistics, Arrivals and Departures, etc.)
 
Guest Pass services
 
Housekeeping
 
Internal village shuttle
 
Language assistance (Language hotline, volunteers)
 
NPC Relations assistance (NPC Relations and Services Team)
 
Resident Centre services (Replacement of keys, laundry etc.)
 
Security (Screening procedures, safety, etc.)
 
Services for dignitaries
 
Tourist information
 
Village Plaza services (Bank, general store, etc.)
 
Internet and IT services
 
Other (Please specify)
 

 
 
6.5 How satisfied was your NPC with the following services provided at the Paralympic Village during the Rio 2016 Paralympic Games?
 
 
 
6.5.1 If your NPC was dissatisfied/very dissatisfied with one or more services at the Paralympic Village, please explain the reasons:
   
 
 
 
* Paralympic Village (Village Plaza)

6.6 Please select the five most important areas of the Village Plaza:
 
Bank
 
Dry cleaning
 
Model athletes’ bedroom
 
Florist
 
General store
 
Hair salon
 
Information kiosk
 
Internet lounge
 
Merchandise store
 
Plaza café
 
Post office
 
Protocol lounge
 
Ticket office

 
 
6.7 How satisfied was your NPC with the following areas of the Village Plaza during the Rio 2016 Paralympic Games?
 
 
 
6.7.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the Village Plaza, please explain the reasons:
   
 
 
 
7 Sport venues and operations
 
 
 
* Competition and training venues

7.1 Please select the five most important areas of the Competition Venues / Training Venues during Paralympic Games:
 
Athletes Lounge
 
Changing rooms
 
Dining options at venue
 
Equipment storage
 
Field of Play
 
Internet access
 
Medical facilities
 
Mixed zone
 
Sport Information Desk
 
Training Venues
 
Waiting / call areas
 
Warm up areas
 
Other (Please specify)
 

 
 
7.2 How satisfied was your NPC with the following areas of the Competition Venues / Training Venues during the Rio 2016 Paralympic Games?
 
 
 
7.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the Competition/Training Venues, please explain the reasons:
   
 
 
 
* Sports operations & services

7.3 Please select the five most important elements of sports operations & services during Paralympic Games:
 
Classification process
 
Competition schedule
 
Games Officials
 
Qualification process (Pre-Games)
 
Scheduling of Medal Ceremonies
 
Scheduling of training sessions
 
Sport presentation (Announcements, Music, Videos, etc.…)
 
Technical meetings
 
Timing, scoring and results
 
Other (Please specify)
 

 
 
7.4 How satisfied was your NPC with the sport operations & services during the Rio 2016Paralympic Games?
 
 
 
7.4.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects sport operations & services, please explain the reasons:
   
 
 
 
8 OCOG workforce
 
 
 
* NPC Assistants

8.1 Please select the five most important skills/features of NPC Assistants:
 
Driving ability
 
Non-intrusive
 
Knowledge of OCOG operations, services and venues
 
Independence / initiative
 
Knowledge of the Paralympic Movement
 
Knowledge of the Host City
 
Good language skills
 
Motivated and keen to assist
 
Adequate number of NPC Assistants
 
Punctual / On Time

 
 
8.2 Please rate the experience of your NPC with the NPC Assistants during the Rio 2016 Paralympic Games?
 
 
 
8.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the NPC Assistants, please explain the reasons:
   
 
 
 
* OCOG Paid Staff

8.3 Please select the five most important skills/features of OCOG paid staff:
 
Non-intrusive
 
Knowledge of OCOG operations, services and venues
 
Independence / initiative
 
Knowledge of the Paralympic Movement
 
Knowledge of the Host City
 
Good language skills
 
Motivated and keen to assist
 
Adequate number of staff
 
Punctual / on Time

 
 
8.4 Please rate the experience of your NPC with the OCOG Paid Staff during the Rio 2016 Paralympic Games?
 
 
 
8.4.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the OCOG Paid Staff, please explain the reasons:
   
 
 
 
9 Catering
 
 
 
* 9.1 Please select the three most important areas of Catering during Paralympic Games:
 
Variety of cuisines
 
Food quality
 
Nutritional Values
 
Options for religious needs (halal, kosher)
 
Options for dietary needs (vegan, gluten-free, dairy-free options)
 
Other (Please specify)
 

 
 
9.2 How satisfied was your NPC with the following catering services during the Rio 2016 Paralympic Games?
 
 
 
9.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of Catering, please explain the reasons:
   
 
 
 
10 Medical & Healthcare
 
 
 
* 10.1 Please select the five most important Medical & Healthcare services during Paralympic Games:
 
Polyclinic general services
 
Polyclinic medical services at venues
 
Wheelchair / Prosthetic Repair Centre (Ottobock)
 
Physiotherapy
 
Dental care
 
Optometry
 
On venue first aid
 
Emergency medical care
 
Sport medicine
 
Hydrotherapy
 
Primary care (family practice)
 
Pharmacy
 
Other (Please specify)
 

 
 
10.2 How satisfied was your NPC with the following Medical & Healthcare services during the Rio 2016 Paralympic Games?
 
 
 
10.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of Medical & Health Care, please explain the reasons:
   
 
 
 
11 Anti-Doping
 
 
 
Athlete Education

11.1 Before the Rio 2016 Paralympic Games, did your NPC conduct an education session regarding doping in sport and the doping control procedures with your athletes?
 
Yes
 
No
 
 
 
Coaches and Team Officials Education

11.2 Before the Rio 2016 Paralympic Games, did your NPC conduct an education session regarding doping in sport and the doping control procedures with your coaches and team physician?
 
Yes
 
No
 
 
11.3 Rate your experience of your NPC with the Anti-Doping Control during the Rio 2016 Paralympic Games?
Very Dissatisfied Not Satisfied Average Satisfied Very Satisfied
Education booth & Anti-Doping information
Anti-Doping staff – Chaperone
Anti-Doping staff – Doping & Blood Control Officers
Efficient Anti-Doping process
Doping Control Station facility
 
 
 
11.3.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of Anti-Doping, please explain the reasons:
   
 
 
 
12 Logistics
 
 
 
* 12.1 Please select the three most important areas of Logistics (transportation of goods) during Paralympic Games:
 
Customs clearance
 
Freight forwarding
 
Secure storage area within the Paralympic Village
 
Transfer of items from National Olympic Committee to National Paralympic Committee
 
Village to Venues transfer of goods
 
Other (Please specify)
 

 
 
12.2 Rate your experience with regards to Logistics (transportation of goods) during the Rio 2016 Paralympic Games:
 
 
 
12.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of Logistics, please explain the reasons:
   
 
 
 
13 Ceremonies
 
 
Team Welcome Ceremony



13.1 How satisfied was your NPC with the Team Welcome Ceremony during the Rio 2016 Paralympic Games (from ‘Very satisfied’ to ‘Very dissatisfied’):
Very Dissatisfied Not Satisfied Average Satisfied Very Satisfied
Team Welcome Ceremony
 
 
 
13.1.1 If your NPC was dissatisfied/very dissatisfied with the Team Welcome Ceremony, please explain the reasons:
   
 
 
 
* Opening & Closing Ceremony

13.2 Select the five most important areas related to the Opening & Closing Ceremonies
 
Accessible facilities at the Stadium
 
Availability of tickets for athletes and officials not participating in the Athletes Parade (Opening Ceremony)
 
Boxed food, drinks and snacks on route to Ceremonies
 
Creative elements of the Ceremonies
 
Early departures services for athletes
 
Holding area (distance from the Stadium, facilities)
 
Paralympic Village operations
 
Pre-Ceremony briefing and information
 
Security
 
Dignitaries and Paralympic Family services
 
Duration of the Athletes Parade (Opening Ceremony)
 
Start and end time of the entire Ceremonies
 
Transport to and from the Ceremonies
 
Other (Please specify)
 

 
 
13.3 How satisfied was your NPC with the Opening & Closing Ceremony during the Rio 2016 Paralympic Games?
 
 
 
13.3.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the Opening & Closing Ceremony, please explain the reasons:
   
 
 
 
Athletes (up to 100%)
   
Team Officials (up to 100%)
   
 
 
 
Athletes (up to 100%)
   
Team Officials (up to 100%)
   
 
 
 
14 Delegation Registration Process and Services
 
 
 
Chef de Mission Seminar

14.1 Did your NPC attend the Rio 2016 Chef de Mission Seminar?
 
Yes
 
No
 
 
14.2 How satisfied was your NPC with the following aspects related to the Rio 2016 Delegation Registration Process and Services?
Very Dissatisfied Dissatisfied Average Satisfied Very Satisfied
Chefs de Mission Seminar in 2015
Chef de Mission Dossier
Chef de Mission Manual
Accreditation process and system
Sport entries process and system
Arrivals & Departure system
Pre-Delegation Registration Meeting (spring 2016)
Delegation Registration Meeting (Pre-Games)
Games-time Chef de Mission Meetings
 
 
 
14.2.1 If your NPC was dissatisfied/very dissatisfied with one or more aspects of the Delegation Registration Process and Services, please explain the reasons:
   
 
 
 
15 Overall Rio 2016 Experience
 
 
15.1 How was your NPC’s overall experience of the Rio 2016 Paralympic Games?
Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied
* Rio 2016 Paralympic Games
 
 
 
15.2 What suggestions, if any, do you have to improve your Paralympic Games experience?