Oh, excuse me, I wonder if you’d have the time to take part in some market research?
Umm … What’s it about?
About this club and your experiences and opinions about being a member. It’ll take less than five minutes.
Oh … OK then … as long as it’s quick.
Can I start by taking your name?
It’s Selina Thompson.
Is that T-H-O-M-P-S-O-N?
Yes.
Great, thanks … And what do you do for a living?
Well, I’m an accountant but I’m between jobs at the moment.
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.
Over fifty … I think we can safely say.
Great, thanks. And which type of membership do you have?
Sorry, I’m not sure what you mean? Do you mean how long … ?
No, is it a single person membership … ?
Oh right … no, it’s a family membership.
Thanks and how long have you been a member?
Oh … let me see … I was certainly here five years ago … and it was probably two to three years more than that …
Shall I put down eight?
I remember now … it’s nine … definitely … sorry.
No problem … I’ve got that. And the last question in this first part is, what brought you to the club?
Sorry … ?
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: Actually 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.
Now for the second part of the form I want to ask a bit more about your experience of the club.
Sure.
How often would you say you use the club … ?
It varies enormously depending on how busy I am.
Of course … but on average … per month?
I’d say it averages out at twice a week.
OK, so eight on average.
Yeah. And four of those are aqua-aerobics classes.
That leads me to the next question … would you say the swimming pool is the facility you make most use of?
Fair to say that … yeah.
Right, thanks … And are there any facilities you don’t use?
One area I realise I’ve never used is the tennis courts … and there’s one simple reason for that …
You don’t play tennis?
Actually, I’m not bad at it … it’s that I’m not happy having to pay extra … for that privilege.
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?
Only about health and fitness?
Anything at all …
Well, 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.
Yes, sure.
And 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.
That’s exactly what I mean. The rooms are really light and well designed but they do need proper installations.
Sure … well I’ve made a note of that …
Good.
… so is there anything else you’d like to suggest … about quality of service, for example?
Oh, 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.
So … the club should …
… open it later on those days.
OK . well thank you very much, that’s all the questions .
