rec center presentation

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Harold J. Callais Recreational CenterAn Assessment of Current Customer Satisfaction

Ed Boudreaux, Tyler Knowles, Sarah Tani, Stacy Theriot

+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

+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

+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.”

+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.

+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

+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.”

+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.

+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

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Objective #1

5% 1% 1%

24%

69%

Satisfaction with Overall Cleanliness

Very DissatisfiedNeutralSomewhat SatisfiedSatisfiedVery Satisfied

Assess the customer’s 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)

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Objectives #2 & 3

55%

3%3%

17%

22%

Satisfaction with the Number/Variety of Group Exercise Classes Offered

Do Not UseVery DissatisfiedNeutralSatisfiedVery Satisfied

Assess the customer’s current level of satisfaction with the amount of group exercise classes offered.

Assess the customer’s 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.

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Objective #4Assess the customer’s current level of satisfaction with the current hours of operation.

10%

21%

13%41%

14%

Concvenient Times for Group Exercise Classes

Before 6:30 a.m.6:30 a.m. – 12:00p.m.4:00 – 5:00p.m5:00 – 9:00 p.m.Other

10%

14%

7%

27%

14%

28%

Traffic Times

6:30 – 8:59 a.m.9:00 – Noon12:01 – 3:00 p.m.3:01 – 6:00 p.m.6:01 – 9:00 p.m.9:00 – 11: p.m.Various

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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 member’s 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.

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Objective #5

21%3%1%

33%

43%

Overall Satisfaction with Strength Room


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 customer’s current level of satisfaction with the friendliness and helpfulness of the Harold J. Callais Recreation Center employees and administration.

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17% 1%1%

34%

46%

Overall Satisfaction with Cardio Room



• 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

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39%

1%3%25%

32%

Overall Satisfaction with Equipment Room



• 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

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Objective #6

5% 1% 1%3%

3%

28%59%

Satisfaction of Overall Friendliness of Staff

Very DissatisfiedDissatisfiedSomewhat Dissat-isfiedNeutralSomewhat SatisfiedSatisfiedVery Satisfied

Assess the customer’s 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.

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Objective #7Assess the customer’s 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 UseVery DissatisfiedDissatisfiedNeutralSatisfiedVery 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.

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Objective #8Determine 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 UseVery DissatisfiedDissatisfiedNeutralSatisfiedVery 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 training’s free” or have a buddy pass for current users.

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Conclusions• 153 respondents

• 18% had some interest• 20% were neutral• 63% didn’t 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.

38%

25%

20%

12%6%

Interest in Personal Training

Very Not InterestedNot InterestedNeutralInterestedVery Interested

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Objective #9

57%

43%

Interest in Tuition Increase for Pool

YesNo

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.

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Objective #10Tu

bing T

rips

Fishin

g Trip

Campin

g Trip

s

Sand

& Surf

Backp

acking

0%20%40%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.

+Summary

Introduction to the RecDefinition of Customer SatisfactionProblem StatementResearch ObjectivesBackgroundMethodologyConclusions and Recommendations

+QUESTIONS?

rec center presentation

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