Since opening in 1972 the Welsh Institute of Sport has strived to achieve a level of customer satisfaction that is second to none in its delivery. Its remit, to provide facilities to help develop excellence in Welsh sport extends to providing excellence in facility management.

To achieve this management and staff of the Institute have sought a programme of continuous improvement through both self assessment and independent external assessment. This allows the Institute to not only monitor performance but to evaluate the improvements as a result of this assessment process.