More Related Content
Similar to Rec Center Presentation (20)
Rec Center Presentation
- 1. + Harold J. Callais Recreational Center An Assessment of Current Customer Satisfaction Ed Boudreaux, Tyler Knowles, Sarah Tani, Stacy Theriot
- 2. + Introduction Recreational Center has been open since September 2012 Exercise, fitness, and recreational sports facility Members include: Nicholls students, faculty/staff, retirees, alumni, and community members Services Weight room, cardio equipment, bathroom/locker room, basketball courts, softball fields, soccer field, intramural sports, indoor track, racquetball courts, group exercise classes, and personal trainers
- 3. + Customer Satisfaction Customer satisfaction is a measurement of satisfaction by repeat members of a service or organization. Cleanliness Number of group exercise classes offered Current hours of operation Friendliness of staff Intramurals
- 4. + Problem Statement The Director of the Harold J. Callais Recreational Center at Nicholls State University seeks to measure the level of satisfaction among its members in regards to their overall experience; including elements such as the cleanliness of the building, the friendliness of the staff, and the availability of group exercise classes.
- 5. + Research Objectives 1. Satisfaction with the cleanliness of the building. 2. Current level of satisfaction with the number and variety of group exercise classes offered. 3. Level of satisfaction with the current hours of operation. 4. Level of satisfaction with the equipment offered in the various rooms. 5. Current level of satisfaction with the friendliness and helpfulness of the Harold J. Callais Recreation Center employees and administration.
- 6. + Research Objective (Cont.) 6. Level of satisfaction with the amount and quality of intramurals offered. 7. Interest in personal trainers for an additional fee 8. Interest in additional group exercise classes 9. Interest in Olympic-sized pool for an additional $30/semester increase in tuition 10. Interest in trips/activities beyond the facility
- 7. + Background Recreational centers have been born and have thrived in universities across the country for decades. Outside comfort zone = Part of the college experience Critical thinking skills, social skills, leadership skills, and persistence to graduation Extracurricular involvements may play an important role in determining how students adjust to their learning environment, and what they learn.
- 8. + Background (cont.) Recreation Center = Crown jewel for extra curricular activities Adjust to college life and encourage participation The main purpose is to analyze and evaluate the current level of customer satisfaction. The survey could ask questions of the customers to gauge the interest level in the addition of new courses and intramurals to improve their overall satisfaction.
- 9. + Methodology In-depth analysis of customer satisfaction of its current members Customer satisfaction survey conducted in 2012 Several demographic questions as well as a number of probing questions Cover a plethora of research objectives The population of interest is the current members Asked to participate in the survey through email and social media
- 10. + Objective #1 5% 1% 1% 24% 69% Satisfaction with Overall Cleanliness Very Dissatisfied Neutral Somewhat Satisfied Satisfied Very Satisfied Assess the customers current level of satisfaction with the cleanliness of the building. Conclusions Does the Rec hold up to their previous standard of being exceptionally clean? 154 responded 95% are satisfied with the cleanliness 5% are very dissatisfied Conclusion: Members are overall satisfied. (employee)
- 11. + Objectives #2 & 3 55% 3% 3% 17% 22% Satisfaction with the Number/Variety of Group Exercise Classes Offered Do Not Use Very Dissatisfied Neutral Satisfied Very Satisfied Assess the customers current level of satisfaction with the amount of group exercise classes offered. Assess the customers current level of satisfaction with the variety of group exercise classes offered. Conclusions 55% have not participated in a group exercise class 3% are very dissatisfied 39% are very satisfied Conclusion: Needs improvement. Recommendation: Consider offering classes between 5:00-9:00 p.m. This will help regulate traffic flow and will better fit into students schedules.
- 12. + Objective #4 Assess the customers current level of satisfaction with the current hours of operation. 10% 21% 13% 41% 15% Concvenient Times for Group Exercise Classes Before 6:30 a.m. 6:30 a.m. 12:00p.m. 4:00 5:00p.m 5:00 9:00 p.m. Other 10% 14% 7% 27% 14% 0% 28% Traffic Times 6:30 8:59 a.m. 9:00 Noon 12:01 3:00 p.m. 3:01 6:00 p.m. 6:01 9:00 p.m. 9:00 11: p.m. Various
- 13. + Objective #4 (cont.) Conclusions 41% come in after 3 p.m. 28% come in inconsistently, whenever they have the time 16/30 (53%) respondents preferred group exercise classes after 4:00 p.m. Conclusion: Members are using the Rec Center more in the afternoon than morning. Recommendation: Consider offering classes between 5:00-9:00 p.m. This will help regulate traffic flow and will better fit into members schedules. Consider opening the Rec earlier 1 or 2 days during the week (maybe Mondays) and have 1 group exercise class available. Or close off the rest of the Rec and only offer group exercise classes earlier in the morning.
- 14. + Objective #5 21% 3% 1% 33% 42% Overall Satisfaction with Strength Room Do Not Use Very Dissatisfied Neutral Satisfied Very Satisfied Conclusions 151 responses 31 (21%) do not use 120 use the strength room 114 (95%) are satisfied 4 (3%) are dissatisfied Conclusion: Members have a high level of overall satisfaction level for the Strength Room. Strength Room Assess the customers current level of satisfaction with the friendliness and helpfulness of the Harold J. Callais Recreation Center employees and administration.
- 15. + Objective #5 (cont.) 17% 1% 1% 34% 47% Overall Satisfaction with Cardio Room Do Not Use Very Dissatisfied Neutral Satisfied Very Satisfied Conclusions 151 responses 26 (17%) do not use 125 use the cardio room 114 (91%) are satisfied 2 (2%) dissatisfied Conclusion: Members have a high level of overall satisfaction level for the Cardio Room. Cardio Room
- 16. + Objective #5 (cont.) 39% 1% 3%25% 32% Overall Satisfaction with Equipment Room Do Not Use Very Dissatisfied Neutral Satisfied Very Satisfied Conclusions 151 responses 53 (30%) do not use 92 use the equipment room 121 (92%) are satisfied 2 (2%) dissatisfied Conclusion: Members have a high level of overall satisfaction level for the Equipment Room. Equipment Room
- 17. + Objective #6 5% 1% 1% 3% 3% 28% 59% Satisfaction of Overall Friendliness of Staff Very Dissatisfied Dissatisfied Somewhat Dissatisfied Neutral Somewhat Satisfied Satisfied Very Satisfied Assess the customers current level of satisfaction with the friendliness and helpfulness of the Harold J. Callais Recreation Center employees and administration. Conclusions 90% of respondents were satisfied 3% were neutral 7% were dissatisfied Of those who were very dissatisfied in this category were also very dissatisfied in many of the others Conclusion: Members are satisfied with the overall friendliness of the staff.
- 18. + Objective #7 Assess the customers current level of satisfaction with the amount and quality of intramurals offered. 58% 1% 1% 2% 15% 23% Overall Satisfaction with Intramural Sports Do Not Use Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied Conclusions 148 respondents 58% of respondents have not participated in an intramural sport 38%(56) are satisfied 2%(3) are dissatisfied Conclusion: While most respondents have not tried intramural sports, there is a 90% level of satisfaction among those who have.
- 19. + Objective #8 Determine what customers would pay on an hourly basis for personal training at the Recreation Center. 80% 2% 1% 1% 8% 5% Current Satisfaction with Personal Training Service Do Not Use Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied Conclusions 154 respondents 120 (80%) have not used the personal training services 30 have used personal trainers 19/30 (63%) of responders were satisfied 4/30 (12%) were dissatisfied Conclusion: Many respondents have not tried the personal training service. Those that have, have been moderately satisfied. Recommendation: Run a promotion for first trainings free or have a buddy pass for current users.
- 20. + Objective #8 (cont.) Conclusions 153 respondents 18% had some interest 20% were neutral 63% didnt show interest 17/27 (63%) were faculty/staff members Conclusion: The majority of members did not show interest in hiring a personal trainer. However, those who did were mostly faculty/staff members. Recommendation: Look to promote student employees or student-athletes as trainers. 37% 25% 20% 12% 6% Interest in Personal Training Very Not Interested Not Interested Neutral Interested Very Interested
- 21. + Objective #9 57% 43% Interest in Tuition Increase for Pool Yes No Assess whether customers would use and pay for the addition of a pool to the Recreation Center. Conclusions 100 respondents 57% yes 43% no Conclusion: The majority of the respondents are in favor of building a pool. Recommendation: Keep going with plan to build the pool. Be wary of competition.
- 22. + Objective #10 0% 10% 20% 30% 40% 50% 60% Interest in Adventure Activities Identify and assess other recreational activities that the Recreational Center could add to their list of services for its members. Conclusions Some interest in these adventure activities 93 responders Conclusion: Some interest in adventure trips. Greatest interest in tubing and fishing trips. Recommendation: Conduct further research to determine strength of interest before investing.
- 23. + Summary Introduction to the Rec Definition of Customer Satisfaction Problem Statement Research Objectives Background Methodology Conclusions and Recommendations
- 24. + QUESTIONS?