Health club customer research Name: Daniel Taylor Occupation: 【L1】________ Age group: 【L2】

M:Oh, excuse me, I wonder if you’d have the time to take part in some market research?
W:Umm... What’s it about?
M:About this club and your experiences and opinions about being a member. It’ll take less than five minutes.
W:Oh... OK then... as long as it’s quick.
M:Can I start by taking your name?
W:It’s Daniel Taylor.
M:Is that T-A-Y-L-O-R?
W:Yes.
M:Great, thanks... And what do you do for a living?
W:Well, I’m an accountant but I’m between jobs at the moment.
M: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.
W:Over fifty... I think we can safely say.
M:Great, thanks. And which type of membership do you have?
W:Sorry, I’m not sure what you mean? Do you mean how long...?
M:No, is it a single person membership...?
W:Oh right... no, it’s a family membership.
M:Thanks and how long have you been a member?
W:Oh... let me see... I was certainly here five years ago... and it was probably two to three years more than that...
M:Shall I put down eight?
W:I remember now... it’s nine... definitely... sorry.
M:No problem... I’ve got that. And the last question in this first part is, what brought you to the club?
W:Sorry...?
M:How did you find out about the club? Did you see any ads?
W: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.
M:So you were recommended by a friend?
W: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.
M:  Great... thanks.

M:Now for the second part of the form I want to ask a bit more about your experience of the club.
W:Sure.
M:How often would you say you use the club...?
W:It varies enormously depending on how busy I am.
M:Of course... but on average... per month?
W:I’d say it averages out at twice a week.
M:OK, so eight on average.
W:Yeah. And four of those are aqua-aerobics classes.
M:That leads me to the next question... would you say the swimming pool is the facility you make most use of?
W:Fair to say that... yeah.
M:Right, thanks... And are there any facilities you don’t use?
W:One area I realise I’ve never used is the tennis courts... and there’s one simple reason for that...
M:You don’t play tennis?
W:Actually, I’m not bad at it... it’s that I’m not happy having to pay extra... for that privilege.
M: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?
W:Only about health and fitness?
M:Anything at all...
W: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.
M:Yes, sure.
W: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.
M:Sure... well I’ve made a note of that...
W:Good.
M:... so is there anything else you’d like to suggest... about quality of service, for example?
W: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.
M:So... the club should ...
W:... open it later on those days.
M:  OK. Well, I thank you very much. That’s all the questions.