Answers For Health club customer research

Man: Oh, excuse me, I wonder if you'd have the time to take part in some market research?

Woman: Umm ... What's it about?

Man: About this club and your experiences and opinions about being a member. It'll take less than five minutes.

Woman: Oh ... OK then ... as long as it's quick.

Man: Can I start by taking your name?

Woman: It's Selina Thompson.

Man: Is that T-H-O-M-P-S-O-N?

Woman: Yes.

Man: Great, thanks ... And what do you do for a living?

Woman: 1Well, I'm an accountant but I'm between jobs at the moment.

Man: I understand, but that's the job I'll put down on the form. And would you mind my asking which age group you fall into? Below thirty, thirty-one to fifty and above.

Woman: 2Over fifty ... I think we can safely say.

Man: Great, thanks. And which type of membership do you have?

Woman: Sorry, I'm not sure what you mean? Do you mean how long ... ?

Man: No, is it a single person membership ... ?

Woman: 3Oh right ... no, it's a family membership.

Man: Thanks and how long have you been a member?

Woman: Oh ... let me see ... I was certainly here five years ago ... and it was probably two to three years more than that ...

Man: Shall I put down eight?

Woman: 4I remember now ... it's nine ... definitely ... sorry.

Man: No problem ... I've got that. And the last question in this first part is, what brought you to the club?

Woman: Sorry ... ?

Man: How did you find out about the club? Did you see any ads?

Woman: Well, I did actually but I have to say I wasn't really attracted to the club because of that. It was through word of mouth.

Man: So you were recommended by a friend?

Woman: 5Actually my doctor ... I'd been suffering from high blood pressure and he said the club was very supportive of people with that condition, so I signed up.

Man: Great ... thanks.

Man: Now for the second part of the form I want to ask a bit more about your experience of the club.

Woman: Sure.

Man: How often would you say you use the club ... ?

Woman: It varies enormously depending on how busy I am.

Man: Of course ... but on average ... per month?

Woman: I'd say it averages out at twice a week.

Man: OK, so eight on average.

Woman: Yeah. And four of those are aqua-aerobics classes.

Man: 6That leads me to the next question ... would you say the swimming pool is the facility you make most use of?

Woman: Fair to say that ... yeah.

Man: Right, thanks ... And are there any facilities you don't use?

Woman: One area I realise I've never used is the tennis courts ... and there's one simple reason for that ...

Man: You don't play tennis?

Woman: 7Actually, I'm not bad at it ... it's that I'm not happy having to pay extra ... for that privilege.

Man: I've made a note of that ... thanks. Now in the last section are there any suggestions or recommendations you have for improvements to the club?

Woman: Only about health and fitness?

Man: Anything at all ...

Woman: 8Well, I'd like to see more social events ... it isn't just a question of getting together for games or classes but other things, you know.

Man: Yes, sure.

Woman: 9And another thing that I was thinking when I had my yoga class in the gym last night - we were all sweltering in the heat - was that I think they should put in ... you know ... air conditioning.

Man: That's exactly what I mean. The rooms are really light and well designed but they do need proper installations.

Woman: Sure ... well I've made a note of that ...

Man: Good.

Woman: ... so is there anything else you'd like to suggest ... about quality of service, for example?

Woman: 10Oh, everyone's very nice here ... they couldn't be more friendly and helpful ... oh but I tell you what ... it's a shame the restaurant isn't open in the evening on Saturday ... and Sunday as well for that matter.

Man: So ... the club should ...

Woman: ... open it later on those days.

Man: OK . well thank you very much, that's all the questions