Final Draft

Harold J. Callais
Recreational Center
An Assessment of Current Customer
Satisfaction
Fall 2014 / MKTG 485 / Field
Ed Boudreaux, Tyler Knowles, Sarah Tani, Stacy Theriot

1
Table of Contents
EXECUTIVE SUMMARY................................................................................................................ 2
INTRODUCTION TO THE HAROLD J. CALLAIS RECREATIONAL CENTER.......................... 3
PROBLEM STATEMENT............................................................................................................... 3
RESEARCH OBJECTIVES............................................................................................................ 4
BACKGROUND.............................................................................................................................. 7
METHODOLOGY........................................................................................................................... 9
SURVEY RESULTS AND RECOMMENDATIONS..................................................................... 10
TABLE 1: DEMOGRAPHICS........................................................................................................... 11
CHART 1: STRENGTH ROOM SATISFACTION ................................................................................ 12
CHART 2: CARDIO ROOM SATISFACTION ..................................................................................... 13
CHART 3: EQUIPMENT ROOM SATISFACTION ............................................................................... 13
CHART 4: BATHROOMS/LOCKER ROOM SATISFACTION................................................................ 14
CHART 5: BASKETBALL COURTS SATISFACTION .......................................................................... 14
CHART 6: INTRAMURAL SPORTS SATISFACTION........................................................................... 15
CHART 7: RACQUETBALL COURTS SATISFACTION ....................................................................... 15
CHART 8: OVERALL CLEANLINESS SATISFACTION........................................................................ 16
CHART 9: WALKING/RUNNING TRACK SATISFACTION................................................................... 16
CHART 10: GROUP EXERCISE CLASSES SATISFACTION............................................................... 17
CHART 11: GROUP CLASSES HOURS .......................................................................................... 18
CHART 12: INTEREST IN ADDITIONAL GROUP EXERCISE CLASSES ............................................... 19
CHART 13: SPIN CLASS DEMOGRAPHICS .................................................................................... 20
CHART 13: SPIN CLASS DEMOGRAPHICS (CONT.)........................................................................ 21
CHART 14: RESPONSES TO THE INTEREST OF CERTIFIED PERSONAL TRAINING........................... 22
CHART 16: AQUATICS CENTER RESPONSES................................................................................ 24
CHART 17: ADVENTURE TRIP RESPONSES .................................................................................. 25
CONCLUSION.............................................................................................................................. 27
REFERENCES.............................................................................................................................. 30
APPENDIX A................................................................................................................................ 32
APPENDIX B ................................................................................................................................ 38

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EXECUTIVE SUMMARY
The Harold J. Callais Recreational Center is looking to gauge overall customer
satisfaction of the facility and its services. The administration is looking to gain a better
understanding of the members’ experience and to find where the members might be dissatisfied.
After discovering where satisfaction might be lacking, conclusions can be made on how to
improve the overall satisfaction rating. Ten research objectives were created to focus the
marketing research on elements of the Recreational Center that would factor into the overall
customer satisfaction level among its members.
The best way to gain insight on the overall satisfaction level of the members of the
Recreational Center was through a survey. A survey was created with the research objectives in
mind and distributed to the students, faculty, staff, alumni, and others primarily via email. A total
of 178 members of the rec center, which included responses were gathered and the data was
analyzed through a statistical software system.
The overall satisfaction rating of the Recreational Center, according to the sample that
was representative of the population, was “outstanding.” Most areas of the recreational facility
are satisfactory to 85% or more of the respondents. However, the areas that were found to have
slightly lower scores were the group exercise classes and the personal trainers. Conclusions
regarding these elements, as well as the interest for the aquatics center are made along with
recommendations on how to increase the satisfaction level in the future.

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INTRODUCTION TO THE HAROLD J. CALLAIS RECREATIONAL CENTER
In September of 2012 Nicholls State University opened the Harold J Callais Recreational
Center. This facility offers exercise, fitness, and recreational sports for the community of
Nicholls State University, including students, faculty, and staff. The Recreation Center offers
programs such as intramural sports activities and league play, fitness and wellness, and group
exercises. The Office of Campus Recreation strives to advance the development and upkeep of a
healthy lifestyle throughout the community, while keeping up a fun and exciting atmosphere.
Customer satisfaction is a measurement of satisfaction by repeat members of a service or
organization. For this marketing research study, customer satisfaction will be assessed at the
Harold J. Callais Recreational Center. Overall satisfaction has been broken down into several
areas such as the cleanliness of the building, the number of group exercise classes offered, the
variety of group exercise classes offered, and the current hours of operation. These ten research
objectives will be investigated with the help of both primary and secondary research. The
primary data, to determine overall customer satisfaction, will be administered through a survey
given to the current members of the Recreational Center.
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. In understanding these areas, the Director
and staff of the facility can better understand the users point- of- view and use it to improve the
Recreation Center to keep members satisfied.

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RESEARCH OBJECTIVES
The first objective is to assess the customer’s current level of satisfaction with the
cleanliness of the building. The areas of major concern are: the cleanliness of the facility
(including the workout rooms), the machines and equipment, the bathrooms, and the lobby area.
The Recreational Center seeks to uphold their past reputation of being “exceptionally clean”. The
administration wants to ensure that the facility’s level of cleanliness meets or exceeds the
standards of its members as well as any local competition.
The second research objective is to assess the customer’s current level of satisfaction
with the number and variety of group exercise classes offered. Several classes are currently
offered, such as body pump and yoga, and are available to the Center’s members at various times
during the workweek. The research will determine if the demand of exercise classes needs to be
increased (or reduced) to better suit customers. Tethered to this objective, it will be necessary to
assess the customer’s current level of satisfaction with the variety of group exercise classes
offered. Bodypump, yoga, barre, kickboxing, Colonel core, and bodyflow are the current classes
available to members. Results from the survey will determine if there needs to be additional
classes or a reduction of classes.
Next, the survey will assess the customer’s current level of satisfaction with the current
hours of operation. The Recreation Center is currently open from 6:30 a.m. to 11:00 p.m.
Monday through Thursday; 6:30 a.m. to 8:00 p.m. on Friday; 12:00 p.m. to 8:00 p.m. on
Saturday, and 12:00 p.m. to 11:00 p.m. on Sunday. In the past, hours have been altered to better
accommodate members and this survey will be an update on these changes.
The survey will also assess the customer’s current level of satisfaction with the
equipment offered in the various rooms. These areas include: the strength room, the cardio room,

5
and the upstairs cardio machines. The Recreational Center’s administration is always looking to
add equipment that might better satisfy the customers’ needs. Results from the study will aid in
determining the members’ level of satisfaction with the current number and variety of equipment
available.
Next, the study will assess the customer’s current level of satisfaction with the
friendliness and helpfulness of the Harold J. Callais Recreation Center employees and
administration. The Recreational Center holds extensive training sessions with its employees
with a focus on customer service. The administration aims to drive those qualities into their staff
that is essential to provide the highest level of customer service. Employees are required to be
knowledgeable, friendly, and active. The Center wants to ensure the attentiveness and
willingness of the employees to help customers when needed.
Next, the study will assess the customer’s current level of satisfaction with the amount
and quality of intramurals offered. Different intramural sports are offered over the course of the
year with a wide variety of athletic opportunities are available to members for a little friendly
competition. Basketball, softball, and volleyball are some of the most popular but other
intramural sports such as soccer and flag football have also been added to the mix. The study will
inquire as to the member’s satisfaction with the current intramurals offered and their level of
satisfaction, if they have participated in an intramural sport.
The study will also determine if customers are interested in professional help and what
they would be willing to pay, on an hourly basis, for personal training at the Recreational Center.
The Center is considering adding personal trainers to their staff. These wellness services and
activities would be offered at an hourly rate paid by the members. The hourly rate is a question
of concern for the administration. They want to avoid charging too much or too little for personal

6
training; therefore, the survey will pinpoint the amount that the members are willing to pay for
this service.
With plenty of room to grow, the Director of the Harold J. Callais Recreational Center is
concerned about members’ willingness to pay additional fees for additional services in and
around the facility. Next, the survey will assess whether the customers would use and pay for the
addition of an indoor pool to the Recreational Center. Also, how interested members would be in
water activities such as water polo and group exercises such as water aerobics. The
administration wants to assess the level of interests members would have in this new service with
member fee’s increasing to about $30.
Finally, the study will identify and assess other recreational activities that the
Recreational Center could add to their list of services for its members. The Recreational Center is
a relatively new center, opening its doors in the Fall of 2012. It can learn from other recreational
facilities and add services that they might be offering to their own list of services. Some might
include adventure trips outside of campus or different intramural sports. The study will aid in
determining the current members level of interest in the addition of these types of services.
From the primary data of the survey, to the secondary data from previously completed
marketing research in the field of recreational centers, this study will assist the administration at
the Harold J. Callais Recreational Center to gauge the overall level of satisfaction among its
current members. Using that information, they will be able to enhance their current and future
members’ experience. Long-term assessment by measuring the current members’ satisfaction is a
start to maintaining and improving the customer experience.

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BACKGROUND
A university is a community. There are students that attend the university, professors that
teach the students, staff that take care of the grounds, alumni that cheer at the games, etc. There
is so much more to a university than just the academic component and Nicholls State University
can attest to that. Nicholls offers much more than a classroom - they offer a plethora of different
and activities and programs that the entire community can enjoy. One of those perks is the newly
built and operational Harold J. Callais Recreational Center. The Center offers intramurals for
students to enjoy, strength and cardio rooms to stimulate personal health, exercise classes to
promote wellness in a social setting, and much more. But this recreational center is not the first
of its kind. Recreational centers have been born and have thrived in universities across the
country for decades.
Extra-curricular activities have been a luxury that students have the privilege to enjoy
while attending a university. Studies suggest, “extracurricular involvements may play an
important role in determining how students adjust to their learning environment, and what they
learn” (Tieu, 2010, p. 344). Getting outside of their comfort zone and trying new things is all part
of the college experience. Involvement in their community and in their university is related to
gains in “critical thinking skills, social skills, leadership skills, and persistence to graduation”
(Tieu, 2010, p. 344). The Harold J. Callais Recreational Center is the crown jewel for extra-
curricular activities. Their involvement with the students and community will directly benefit the
university. For the purposes of this study, it is important to know that organized activities will
help current students adjust to college life and encourage participation while at the university.
The Recreational Center offers a multitude of organized activities including group exercise

8
classes and intramurals but there is always room to grow. The survey will analyze where and
how the Recreational Center can grow in its current services to improve customer satisfaction.
Customer satisfaction is an ongoing aspect that every company continuously makes an
effort to improve. Customer satisfaction is defined as, “satisfaction ‘as the positive perceptions
or feelings which an individual forms, elicits, or gains as a result of engaging in activities and
choices.” (Theodorakis, 2004, p. 46). “Customer satisfaction is measured in order to determine
how to increase their customer base, customer loyalty, revenue, profits, market share and
survival.” (Customer,2007). The main purpose of this study is to analyze and evaluate the current
level of customer satisfaction of the customers that use the Recreational Center. There are many
different models that can be used to analyze the measurements of Recreational Customer
Satisfaction. One of the best measurement models is the Satisfaction-Only Versus Gap Scores. In
this disconfirmation model, “an instrument called SERVQUAL is used to collect data from
several types of service-related firms...The resulting “gaps model” indicated that consumers’
quality perceptions are influenced by a series of five distinct gaps occurring in organizations.
(Burns, 2010, p.365). These two underlying structures define the Satisfaction-Only Versus Gap
Scores. This model will help the overall analysis and elevate the respondent’s answers.
A few additions that the Recreational Center could make stem from a variety of services
that other recreation centers of a similar size have already implemented. The addition of
intramural sports such as, 4v4 Street Ball or Badminton, has found success in other universities
that the Harold J. Callais Recreational Center could consider adding. In regards to the addition of
group exercise classes, the University of Louisiana at Lafayette has a class of the widely popular
Insanity course as well as a cycling class that their students are free to enjoy (Recreational
Sports, 2014). The survey could ask questions of the customers to gauge the interest level in the

9
addition of new courses and intramurals to improve their overall satisfaction. Organized outdoor
activities outside of the Recreational Center could also be a beneficial addition for the
satisfaction of its members such as bike rides or triathlons.
METHODOLOGY
The research that was conducted for the Harold J. Callais Recreational Center was
developed and influenced by many different sources. The administration is looking for an in-
depth analysis of customer satisfaction of its current members. There was a customer satisfaction
survey conducted in 2012 that influenced this survey, but a majority of the questions have been
updated to better gauge current customer satisfaction (Green, 2012).
Several demographic questions as well as a number of probing questions, similar to those
used in Green’s research (2012) were created to help categorize the respondents and dig deeper
into their current level of customer satisfaction. A few questions from Green (2012) were
modified to better gauge the respondent’s level of satisfaction. The questions regarding
satisfaction with each particular room and overall satisfaction, for example, are a few of the
questions that were updated.
The survey was designed to give the members a chance to share their personal thoughts
about the Recreational Center and give any suggestions to help improve their experience while
using the facility. The administration of the Recreational Center wants to uphold their standards
as well as their motto of being “exceptionally clean!” (Nicholls, 2014.) The survey is also
formatted to cover a plethora of research objectives including cleanliness of each of the rooms,
faculty knowledge and friendliness, availability of classes and intramurals currently offered, and
the interest level in the addition of an aquatic facility.

10
The population of interest is the current members of the Harold J. Callais Recreational
Center, both the current users and the non-users. Knowing why non-users are not using the
facility is essential to enhancing current and potential programs to help attract and spark their
interest in using the facility. A sample of 178 members of the Recreation Center was used from
the population to give a correct representation of the population of all the members of the
facility. These members provided information that will help make conclusions about how to
improve overall customer satisfaction.
The survey was administered with the use of Qualtrics – an online survey-making
software. The respondents were asked to participate in the survey through email, social media,
and direct person-to-person contact at the Recreational Center. The direct person-to-person
contact occurred at the facility with the researchers and the responders. Respondents were
personally invited to participate in the survey using a tablet computer to record waiting for their
response. Direct contact with the members was made from November 15th-25th during the
operating hours of the Center. With this combination of distribution methods, a representative
sample was obtained.
SURVEY RESULTS AND RECOMMENDATIONS
After, distributing the survey through Qualtrics, a sample from the total population was
collected in order to make accurate conclusions from the results that would apply to the entire
population. In total, 178 responses were collected in the selected time frame. This data was
imported into statistical software to be interpreted.
The demographics of the respondents of the sample are described in Table 1. Fifty-nine
percent of the population was from the ages 18-23 while the other 41% were ages 24 and older.

11
Of these respondents, 39.3% were male and 59.6% were female. A majority of the respondents
were Non-Hispanic White followed by Black or African American. Finally, 55.6% of the sample
was undergraduate students while 34.3% was faculty/staff members, 5.1% was alumni, 3.9% was
graduate students, and .6% was community members.
Table 1: Demographics
Demographic Frequency Percentage
Age
18 7 3.9%
19 10 5.6
20 19 10.7
21 34 19.1
22 21 11.8
23 14 7.9
24-29 15 8.4
30-39 14 7.9
40-49 23 12.9
50+ 21 11.8
Gender
Male 70 39.3
Female 106 59.6
Ethnicity
American Indian or Alaskan Native 1 .6
Asian or Asian American 3 1.7
Black or African American 21 11.8
Hispanic or Latino 6 3.4
Non-Hispanic White 144 80.9
Other (please specify) 2 1.1
Classification
Undergraduate Student 99 55.6
Graduate Student 7 3.9
Faculty/Staff of Nicholls State 61 34.3
Community Member 1 .6
Alumni of Nicholls State 9 5.1
n = 178
The 178 people who participated in the survey, 80.4% of the respondents were satisfied
or very satisfied the Recreational Center as a whole. Results indicate that 19.6% of respondents

12
had some level of dissatisfied with the Recreational Center. The assessments of each section of
the Recreational Center from overall cleanliness to the number of group exercise classes offered
will be analyzed to determine if there are specific issues leading to the dissatisfaction.
Across the board, the satisfaction levels for each part of the Recreational Center were
exceptional. The strength room received high numbers with 89% of the respondents being
satisfied to very satisfied with the overall level of service and quality of the strength room as
shown in Chart 1.
Chart 1: Strength Room Satisfaction
n = 178
The cardio room had even higher numbers with 96.8% of members being satisfied to very
satisfied, as seen in Chart 2 (next page).
58
4
2
49
65 Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied

13
Chart 2: Cardio Room Satisfaction
n = 178
The equipment room boasted similar numbers with a satisfaction rating of 92.39% illustrated in
Chart 3.
Chart 3: Equipment Room Satisfaction
n = 178
The bathrooms and locker rooms provided to the members of the Recreational Center had
another high satisfaction level at 93.49% that is described in Chart 4.
53
2
252
69 Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied
86
2
5
37
48
Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied

14
Chart 4: Bathrooms/Locker Room Satisfaction
n = 178
The basketball courts had 72 of 78 respondents who use the basketball courts mark their
satisfaction level as satisfied or very satisfied as shown in Chart 5.
Chart 5: Basketball Courts Satisfaction
n = 178
Questions were also asked about the overall satisfaction of the variety and quality of intramural
sports offered and 90.3% of respondents were satisfied or very satisfied as illustrated in Chart 6.
55
4
4
48
67 Do Not Use
Very Dissatisied
Neutral
Satisfied
Very Satisfied
100
15
32
40
Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied

15
Chart 6: Intramural Sports Satisfaction
n = 178
The racquetball courts also had 83.02% of its respondents having high levels of satisfaction that
can be seen in Chart 7.
Chart 7: Racquetball Courts Satisfaction
n = 178
Finally, multiple questions were asked about the satisfaction level of the overall cleanliness of
the Recreational Center and an outstanding 93.13% of the respondents are satisfied or very
satisfied as described in Chart 8.
117
2
3
22
34
Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied
125
1
8
22
22
Do Not Use
Very Dissatsified
Neutral
Satisfied
Very Satisfied

16
Chart 8: Overall Cleanliness Satisfaction
n = 178
Finally, questions about overall satisfaction were asked about the walking/running track. Of the
respondents who answered, there was only a 3% dissatisfaction rating as seen in Chart 9.
Chart 9: Walking/Running Track Satisfaction
n = 178
While most of the rooms received high marks, with satisfaction levels over 80%, there
were two areas of the Recreational Center that were not consistent with the overwhelmingly
satisfied number of respondents. The group exercise classes and personal training services
7
2 2
37
106
Very Dissatisfied
Neutral
Somewhat Satisfied
Satisfied
Very Satisfied
72
4
837
57
Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied

17
received lower numbers than the rest. Only 72.16% of the people that responded to the questions
regarding group exercise classes were satisfied. Many respondents had not participated in a
group exercise class but, of the 69 (46%) that have, there were more dissatisfied members in
relation to the other services evaluated. These results are illustrated in Chart 10.
Chart 10: Group Exercise Classes Satisfaction
n = 178
Further tests were run to determine which customer demographics relate to the
dissatisfaction. The overall dissatisfaction was noted in every age, gender, ethnicity, and
classification. While there was not a high level of dissatisfaction, there is room for improvement.
For example, most of the group exercise classes are offered earlier in the day. A way to increase
satisfaction would be to offer classes later in the day. Forty percent of respondents suggested that
classes be offered between the hours of 5:00 p.m. and 9:00 p.m. that also correlates to the hours
when respondents use the general services of the Recreational Center. These results can be seen
in Chart 11 (next page).
97
5
6
31
39
Do Not Use
Very Dissatisfied
Neutral
Satisfied
Very Satisfied

18
Chart 11: Group Classes Hours
n = 178
Additional classes could be offered to also increase satisfaction in this area. Respondents
were asked to mark which potential classes they would be interested in participating in. Spin
class, martial arts, body combat, body attack, P90X, stability ball class, hip-hop cardio, total
resistance exercise, yogalates, smartbell, and circuit training were all potential classes. Spin class
was, by far, the most popular of the many classes suggested. Over 32% of the respondents said
that they would be interested in participating in this class and, along with the change of hours
when classes are offered, there is a high probability of customer satisfaction increasing with
respect to group exercise courses. However, it is recommended that further research and data be
gathered in regards to the addition of this class to see which demographics and classifications
they should target for this new class. Chart 12 represents the data gathered from the responses for
the potential new group exercise classes.
0
20
40
60
80
100
120
140
160
180
200
38
17 30 20
42
22
1 8
147
2
2 9
9
7
4 5
Responses 2
Responses 1

19
Chart 12: Interest in Additional Group Exercise Classes
n = 178
0
20
40
60
80
100
120
140
160
180
Spin Class Hip Hop
Cardio
Yogalates Circuit
Training
BodyCombat
58
39 37 36 34
120
139 141 142 144
No
Yes
0
20
40
60
80
100
120
140
160
180
34 25 21 14 13 9
144 153 157 164 165 169
No
Yes

20
After comparing the proposal for the new group exercise classes to be offered with the
demographics of the respondents, there is one group that has the highest interest in new exercise
classes: women. Women dominate the slots for participating in group exercise classes and, in
creating new classes, the administration should keep this demographic in mind. The
demographical group of females responded that they would participate in six classes: circuit
training, yogalates, hip-hop cardio, P90X, body combat, and spin classes. There were a total of
142 females that responded to the survey. Of those respondents, 64 wanted Circuit Training, 66
wanted Yogalates, 68 wanted Hip Hop Cardio, 58 wanted P90X, 62 wanted Body Combat, and
45 wanted Spin Classes. Of these classes however, the spin class showed the most promise and
interest in a few key demographics. Female alumni ages 40-49 presented the strongest interest in
a spin class. Of the respondents, 78% of Alumni expressed interest. A little over 40% of the
women who responded to the question said that they would participate and 44% of the 40-49
year olds who responded were interested (as illustrated in Chart 13). It is recommended that the
Recreational Center invest resources to the addition of a spin class in its selection of group
exercise classes.
Chart 13: Spin Class Demographics
Age
n = 76
2 0 5
12
5
7
5
6
10
6
18
19
20
21
22
23
24-29
30-39

21
Chart 13: Spin Class Demographics (cont.)
Gender
n = 57
Classification
n = 56
The second area where satisfaction was not as high was in the personal training category.
Of the 154 participants that did answer this section of the survey, 120 (80%) of the respondents
had not used the personal training services. Nineteen of the 30 responders were satisfied while
seven of the responders were neutral. That leaves four (13%) of the responders dissatisfied with
the personal trainers. In addition to asking the current level of satisfaction with the personal
training, there was a question that asked respondents if they would be interested in a personal
12
45
Male
Female
22
0
7
27
Faculty/Staff of Nicholls
State
Community Member
Alumni of Nicholls State
Student

22
training service at an additional, hourly rate. Of the 153 respondents that answered this question,
18% had some interest in this service. From the sample, 20% of the respondents were neutral
which could lead to nonresponse error. A majority of the respondents were not interested in a
personal training service therefore, it is recommended to not hire professional, personal trainers
because 63% of the sample was not interested.
It might be in the Recreational Center’s best interest to promote student workers into
certified personal trainers. This would round them out as employees and take advantage of the
relationships that they have already made with the members. Student athletes could also be
certified as trainers and be used as a part of the personal training program at the Recreational
Center. They already have exposure on campus as an athlete combined with fitness and
knowledge in the weight room and they would be able to pull more clients. While it might not be
in the Recreational Center’s best interest to hire professional personal trainers, there are some in-
house options to make personal training a success. Chart 14 illustrates the responses to the
potential of adding certified personal trainers to the Recreational Center’s list of services.
Chart 14: Responses to the Interest of Certified Personal Training
n = 178
38%
25%
19%
12%
6%
Very Not Interested
Not Interested
Neutral
Interested
Very Interested

23
Because this service costs an additional fee, it must be promoted like any specialty
service. The respondents’ indifference to the personal training could be eliminated if they were
to have some exposure to it. An example of a promotional strategy could be a free, twenty-
minute session with a trainer to have a taste of what it might be like. A buddy package could also
be offered that would allow a member currently receiving personal training to bring a buddy to
one of his/her sessions. Using these advertising strategies will, in turn, increase the satisfaction
rating or give the administration a better idea of the true level of satisfaction since there was such
a large percentage of indifference to the personal training service.
Another element of the survey was to ask respondents about the interest in increasing
tuition to build an indoor pool at the Recreational Center. The indoor pool has been an idea
brewing around for a while that could make or break the Recreational Center. After reviewing
the data, 80 (57%) of the respondents marked that they are interested in the pool with an
additional fee while 61 (43%) of the respondents marked the opposite. Of the respondents that
were in favor of the pool, 44 (56%) were students, 4 (5%) were graduate students, 29 (37%) were
faculty/staff of Nicholls, and 2 (3%) were alumni of Nicholls. These responses are illustrated in
Chart 15.
Chart 15: Classification of Those in Favor of Building the Pool
n = 178
44
4
29
2 Undergraduate
Students
Graduate Students
Faculty/Staff
Alumni

24
The majority of the respondents were in favor of the increase in fees for the indoor aquatics
center therefore, it is recommended that the indoor aquatics center should be added to the
facility. Chart 16 is a visual representation of the responses to the potential proposal of building
an indoor aquatics center.
Chart 16: Aquatics Center Responses
n = 178
However, there is already an indoor pool being built into the new wellness center across
from the Thibodaux Regional Medical Center, only down the road from the Recreational Center.
The administration would have to compete with this state of the art pool if they were to build one
of their own. If they already had the members and client base that were dedicated to using their
pool, the competition of the hospital’s pool would not make as much of an impact. While the
Recreational Center is not looking to compete with any of the local businesses among its
students, the other members do have the option to shop for a different wellness center.
Membership fees are already included in student fees but the other members have the option to
choose to use a different facility if they wanted to. Because potential clients have choices, there
will be competition. If the Recreational Center was looking to compete with these other facilities,
a pool would be an advantage but further research would have to be gathered from the non-
student members.
21%
45%
34%
No Preference
Yes
No

25
Survey participants were asked about other possible recreational activities the facility
could offer to its members such as adventure trips outside of campus and an even bigger variety
of the more traditional intramural sports. Members were given a list of activities and asked to
check off the ones they would be interested in. Of the 178 respondents, less than 25% said that
they would be interested in each of the various outdoor activities. These percentages are low but
they do indicate some interest in the possibility of these additional services. The administration
should go into more depth and possibly re-survey the members focusing on who, when, and how
many would truly be interested in each of these adventures. The responses for this category are
illustrated in Chart 17.
Chart 17: Adventure Trip Responses
0
20
40
60
80
100
120
140
160
180
45 39 39 36 36
133 139 139 142 142
No
Yes

26
Chart 17: Adventure Trip Responses (cont.)
n = 178
0
20
40
60
80
100
120
140
160
180
35 34 32 30 29
143 144 146 148 149
No
Yes

27
CONCLUSION
The customer satisfaction survey for the Recreational Center produced results that will
give the administration a better idea of what the overall satisfaction of the members is and where
they can improve. The Recreational Center has a high level of overall satisfaction rating. Of the
178 people surveyed, they have an overall satisfaction rating of 80.4%. This shows that the
majority of the members that use the Recreational Center are satisfied. However, there is room
for improvement.
The many elements of the Recreational Center were included on the survey to gauge
customer satisfaction of each of the services offered. One of the main areas that needs
improvement is the group exercise classes. Only 72.16% of members that participate in the group
exercises classes are satisfied. One of the major reasons that this rating is below the overall
average satisfaction level is due to the times the group classes are offered. Most respondents that
were dissatisfied asked that these classes be pushed back to later in the day. About 40% of them
suggested that the classes be offered between 5:00 pm and 9:00 pm. One class that stood out in
the data was the spin class. It received high interest from the respondents as 58 of the 178 said
that they would be interested in participating in this class.
Another area in which the Recreational Center has a lower satisfaction rating is the
current personal training service that is offered. In this area, only 63.33% of members are
satisfied. While the survey was analyzing overall customer satisfaction, there would need to be
more data gathered to fully assess what will satisfy the members in the area of personal training
offered at the Recreational Center. A few recommendations to help reduce dissatisfaction is to
help increase the promotion of the personal trainers, such as free sessions or a giveaway prizes of

28
a month free of personal training. This can be used as a reward for future participation in
marketing surveys.
One of the main objectives of the survey was to analyze the interest in the addition of an
indoor, Olympic sized pool added onto the Recreational Center. It is recommended that a pool
should be built because 57% of the respondents agreed to the $30 increase in fees to build the
pool. However, an external element to consider is the external factor of Thibodaux Regional
Medical Center building a state of the art pool right down the road from the Recreational Center.
This might affect the pool’s use among the non-student members.
Another potential proposal the administration wanted analyzed was the idea of taking
weekend trips to various areas for a fun, relaxing, and healthy environment. Out of the 178
respondents there were no more than 45 respondents that would participate in one area. The trip
with the highest level of interest was the fishing (inshore & offshore). This could be explained by
the geographical area of the respondents and may be a trip that the administration might want to
consider. However, it is recommended that a further in-depth survey or analysis be taken from
the population specifically about this trip. Next, camping and tubing trips came in at a tie with 39
respondents showing interest in participation. This is also a trip that the administration might
consider implementing. Overall, less than 25% of respondents said that they would participate in
one of these adventure trips but there was some potential interest in the addition of this service.
There were some limitations and obstacles while trying to gather and analyze the
responses from the surveys that need to be addressed. First, the survey software had a limited
amount of responses available where the data of responses to the surveys were locked and some
of the data was unavailable to analyze. This obstacle was overcome after contacting the survey
software’s customer support and getting the number of responses extended. However, some

29
responses might have been lost in the period of time when the survey was unavailable. Secondly,
some of the data and responses for many questions were imported into the wrong data scale level
for intense in-depth analysis in the statistical analysis software. This is a scaling error, as well as,
a system formatting error. Because of this, there was a limitation of the depth of an analyzations
could be made with each variable of the Recreational Center, such as grouping and comparing
the means of each variable grouped into demographic characteristics.
The administration of the Recreational Center wanted an in-depth analysis of the overall
level of satisfaction of the facility however, with the quantity of data and with the amount of
objectives that the survey was founded upon, there needs to be further research that is more
specific towards the problem areas. Despite the limitations for further analysis on specific areas,
recommendations and both statistical and practical assumptions were still possible based on the
frequency of the overall responses of the sample.

30
REFERENCES
Burns, R., Graefe, A., & Absher, J. (2010). Alternate Measurement Approaches to Recreational
Customer Satisfaction: Satisfaction-Only Versus Gap Scores. Leisure Sciences, 25(4), 363-380.
Retrieved October 9, 2014.
Cipolla, K. (2013). BEEFING UP. Club Industry, 29(11), 32-38.
Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable
Neighborhoods (What the Research Tells Us). (2007, January 1). Retrieved October 8,
2014, from http://www.cssp.org/publications/constituents-co-invested-in-
change/customer-satisfaction/customer-satisfaction-what-research-tells-us.pdf
Event Schedule. (2008, January 1). Retrieved October 9, 2014, from
http://recsports.tamu.edu/programs/outdoor_adventures/schedule/
Green, K., Lirette, L., & Lyons, S. (2012). Keys to Survival: Evolving Customer Satisfaction.
McKnight, O., Paugh, R., McKnight, J., Zuccaro, L., & Tornabene, G. (2014). MARKETING
ATHLETIC CLUBS, RECREATION CENTERS AND COUNTRY CLUBS:
RECRUITING AND RETAINING MEMBERS USING PYCHODEMOGRAPHICS.
Proceedings Of The Marketing Management Association, 111-117.
Office of Campus Recreation. (2014). Retrieved 9 29, 2014, from Nicholls State University:
http://www.nicholls.edu/recreation/
Theodorakis, N., Alexandris, K., Rodriguez, P., & Sarmento, P. J. (2004). Measuring Customer
Satisfaction in the Context of Health clubs in Portugal. International Sports Journal,
8(1), 44-53.

31
Tieu, T., Pancer, S. S., Pratt, M., Wintre, M., Birnie-Lefcovitch, S., Polivy, J., & Adams, G.
(2010). Helping out or hanging out: the features of involvement and how it relates to
university adjustment. Higher Education, 60(3), 343-355. doi:10.1007/s10734-009-9303-
0
University of Louisiana at Lafayette: Recreational Sports (Student Affairs Division). (2014).
Retrieved 9 29, 2014, from University of Louisana at Lafayette:
http://recsports.louisiana.edu

32
APPENDIX A
Harold J. Callais Recreational Center Customer Satisfaction Survey
This survey is being conducted as part of a marketing class project at Nicholls State University to
collect information pertaining to the members of Harold J. Callais Recreational Center and their
current level of satisfaction, the services and activities offered by the Recreational Center. The
survey will take approximately 10 minutes to complete. Your participation in this survey is
completely voluntary. You are not obligated to answer any question(s) and you may chose to
terminate your participation at any time. The information you provide will be kept strictly
confidential and your responses will be completely anonymous. If you have any questions or
concerns regarding the survey, please contact Edward Boudreaux at
eboudreaux1@its.nicholls.edu or Dr. J Robert Field at j.field@nicholls.edu. Thank you in
advance for your time. Your participation in this research project is greatly appreciated.
1. How old are you?
______
2. What is your gender?
(1)
Male
(2)
Female
3. What ethnicity describes you the best?
(1)
American
Indian or
Alaskan
Native
(2)
Hawaiian
or Other
Pacific
Islanders
(3)
Asian or
Asian
American
(4)
Black or
African
American
(5)
Hispanic
or Latino
(6)
Non-
Hispanic
White
(7)
Other
(please
specify)
______
4. What classification best describes you?
(1)
Undergraduate
Student
(2)
Graduate
Student
(3)
Faculty/Staff
of Nicholls
State
(4)
Community
Member
(5)
Retired
Faculty/Staff
of NSU
(6)
Alumni of
Nicholls
State

33
5. If you are a student at Nicholls State University, what is your student classification?
(1)
Freshman
(2)
Sophomore
(3)
Junior
(4)
Senior
6. Do you live on campus?
(1)
Yes
(2)
No
7. Which residence hall do you live in?
(1)
Ellender
Hall
(2)
Babington
Hall
(3)
Calecas
Hall
(4)
Scholars
Hall
(5)
Millet
Hall
(6)
Zeringue
Hall
(7)
La Maison
du Bayou
Apartments
8. How far do you commute to access Nicholls State University?
(1)
0-5 miles
(2)
6-10 miles
(3)
11-20 miles
(4)
21-30 miles
(5)
30+ miles
9. Have you ever used the Harold J. Callais Recreational Center at Nicholls State University?
(1)
Yes
(2)
No
10. Why don’t you currently use the Recreational Center at Nicholls State University?
(1)
Too many
people
(2)
Lack of
cleanliness
(3)
Rude staff
(4)
Not
interested
(5)
Not
enough
time
(6)
Class
schedule
conflict
(7)
Other
(please
explain)
______
11. How often do you use the Recreational Center’s facilities?
(1)
Only Once
(2)
Less than
Once a
Month
(3)
Once a
Month
(4)
2-3 Times
a Month
(5)
Once a
Week
(6)
2-3 Times
a Week
(7)
Daily

34
12. Please rank your level of overall satisfaction with each of the following parts of the facility.
Strength Room (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Cardio Room (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Equipment Room (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Bathrooms/Locker
Room
(1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Group Exercise
Classes
(1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Basketball Courts (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Intramural Sports (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Walking/Running
Track
(1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Racquetball
Courts
(1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
Personal Trainers (1)
Do Not
Use
(2)
Very
Dissatisfied
(3)
Dissatisfied
(4)
Neutral
(5)
Satisfied
(6)
Very
Satisfied
13. How satisfied are you with the overall cleanliness of the Recreational Center?
(1)
Very
Dissatisfied
(2)
Dissatisfied
(3)
Somewhat
Dissatisfied
(4)
Neutral
(5)
Somewhat
Satisfied
(6)
Satisfied
(7)
Very
Satisfied

35
14. How satisfied are you with the overall friendliness of the staff at the Recreational Center?
(1)
Very
Dissatisfied
(2)
Dissatisfied
(3)
Somewhat
Dissatisfied
(4)
Neutral
(5)
Somewhat
Satisfied
(6)
Satisfied
(7)
Very
Satisfied
15. What days of the week do you usually come to the Recreational Center? Check all that apply.
(1)
Sunday
(2)
Monday
(3)
Tuesday
(4)
Wednesday
(5)
Thursday
(6)
Friday
(7)
Saturday
16. What time do you usually come to the Recreational Center?
______
17. What is keeping you from using the Recreational Center more often than you already do?
Check all that apply.
(1)
Class
schedule
(2)
Studying
(3)
Job
(4)
Distance
away from
home
(5)
Rude staff
(6)
Lack of
Cleanliness
(7)
Too many
people
(8)
Not
interested in
going
(9)
Limited
group
exercise
classes
(10)
Lack of
equipment of
activities
(11)
Other (please
explain)
______
18. Have you ever participated in a group exercise class?
(1)
Yes
(2)
No
19. Which group exercise classes have you participated in?
(1)
Yoga
(2)
Bodyflow
(3)
Kickboxing
(4)
Colonel Core
(5)
Zumba
(6)
Bodypump
(7)
Power Yoga
(8)
Bodystep
(9)
Bootcamp
(10)
Barre
20. What time(s) would be more convenient for you to participate in the group fitness classes?
(1)
No Change
(2)
Other (please
explain)

36
21. How interested would you be in the services of a certified personal trainer, at an additional
cost of $25 for each 45-minute session?
(1)
Very Not
Interested
(2)
Not Interested
(3)
Neutral
(4)
Interested
(5)
Very Interested
22. What do you believe that the Recreational Center could improve upon?
______
23. What 3 words would you use to describe the Recreational Center?
______
24. What is your overall satisfaction level with the Recreational Center?
(1)
Very
Dissatisfied
(2)
Dissatisfied
(3)
Somewhat
Dissatisfied
(4)
Neutral
(5)
Somewhat
Satisfied
(6)
Satisfied
(7)
Very
Satisfied
25. If you are dissatisfied, why are you dissatisfied with the Recreational Center?
______
26. What can the Recreational Center offer to better suit your needs?
______
27. A proposal to build an indoor aquatics center at the Recreational Center is currently in the
works. Would you be willing to increase tuition by $30 per semester to enable Nicholls to
build an Olympic sized indoor swimming pool attached to the Recreational Center?
(1)
Yes
(2)
No
28. If offered, would you plan on participating in one of the following activities if available?
(1)
Canoeing
Trips
(2)
Tubing Trips
(3)
Mountain
Climbing
Trips
(4)
Fishing
Trips
(inshore &
offshore)
(5)
Sand & Surf
Weekend
Trips
(6)
Kayaking
Trips
(7)
Backpacking
Weekend
Trips
(8)
Wilderness/Forest
Trips
(9)
Skydiving
Trips
(10)
Camping
Trips
(11)
Other
(please
explain)
______

37
29. If offered, would you plan on participating in one of these exercise classes? Check all that
apply.
(1)
Spin Class
(2)
Martial Arts
Class
(3)
BodyCombat
(4)
P90X
(5)
Stability Ball
Training
(6)
Hip-Hop
Cardio
(7)
TRX (Total
Resistance
eXercise)
(8)
Yogalates
(9)
SmartBells
(10)
Body Attack
(11)
Circuit
Training
(12)
Other (please
explain)
______

38
Appendix B
Compressed Satisfaction Survey Results
N = 178 respondents
Question: Category: Number of
Responses:
Frequency:
1. How old are you?
18 years 7 4%
19 years 10 6
20 years 19 11
21 years 34 19
22 years 20 11
23 years 14 8
24-29 years 15 9
30-39 years 17 10
40-49 years 24 14
50 and older 17 10
2. What is your gender?
Male 70 40
Female 106 60
3. What ethnicity describes
you the best?
American Indian or Alaskan
Native
1 1
Hawaiian or Other Pacific
Islanders
0 0
Asian or Asian American 3 2
Black or African American 21 12
Hispanic Latino 6 3
Non-Hispanic White 139 81
Other 7 1
Mixed Race 1 50
Cajun 1 50
4. What classification best
describes you?
Undergraduate Student 99 56
Graduate Student 7 4
Faculty/Staff of Nicholls State 61 34
Community Member 1 1
Retired Faculty/Staff of
Nicholls State
0 0
Alumni of Nicholls State 9 5

39
5. If you are a student at
Nicholls State University,
what is your student
classification?
Freshman 8 8%
Sophomore 14 14
Junior 22 23
Senior 53 55
6. Do you live on campus?
Yes 38 21
No 139 79
7. Which residence hall do you
live in?
Ellender Hall 1 3
Babington Hall 0 0
Calecas Hall 1 3
Scholars Hall 5 14
Millet Hall 5 14
Zeringue Hall 6 17
La Maison du Bayou
Apartments
18 50
8. How far do you commute to
access Nicholls State
University?
0-5 miles 107 61
6-10 miles 27 15
11-20 miles 22 13
21-30 miles 6 3
30 or more miles 14 8
9. Have you ever used the
Harold J. Callais
Recreational Center at
Nicholls State University?
Yes 163 93
No 13 7

40
10. Why don’t you currently use
the Recreational Center at
Nicholls State University?
Too many people 0 0%
Lack of cleanliness 0 0
Rude staff 0 0
Not interested 1 8
Not enough time 11 85
Class schedule conflict 5 38
Other 2 15
Use other facility 1 50
New staff 1 50
11. How often do you use the
Recreational Center’s
facilities?
Only once 5 3
Less than once a month 20 13
Once a month 8 5
2-3 times a month 31 20
Once a week 19 12
2-3 times a week 58 37
Daily 14 9
12. Please rate your level of
satisfaction with each of the
following parts of the
facility:
Strength room
Do Not Use 31 21
Very Dissatisfied 4 3
Dissatisfied 0 0
Neutral 2 1
Satisfied 49 33
Very Satisfied 65 43
Cardio room
Do Not Use 26 17
Dissatisfied 0 0
Neutral 2 1
Satisfied 52 34

41
Equipment room
Do Not Use 59 39%
Dissatisfied 0 0
Neutral 5 3
Satisfied 37 25
Bathrooms/Locker room
Do Not Use 28 19
Dissatisfied 0 0
Neutral 4 3
Satisfied 48 32
Group exercise classes
Do Not Use 69 46
Dissatisfied 0 0
Neutral 6 4
Satisfied 31 21
Basketball courts
Do Not Use 73 48
Dissatisfied 0 0
Neutral 5 3
Satisfied 32 21
Intramural sports
Do Not Use 86 58
Dissatisfied 1 1
Neutral 3 2
Satisfied 22 15
Walking/running track
Do Not Use 42 28
Dissatisfied 0 0
Neutral 8 5
Satisfied 37 25

42
Racquetball courts
Do Not Use 96 64%
Dissatisfied 0 0
Neutral 8 5
Satisfied 22 15
Personal trainers
Do Not Use 120 80
Dissatisfied 1 1
Neutral 7 1
Satisfied 12 8
Very Satisfied 7 5
13. How satisfied are you with
the overall cleanliness of the
Recreational Center?
Dissatisfied 0 0
Somewhat Dissatisfied 0 0
Neutral 2 1
Somewhat Satisfied 2 1
Satisfied 37 24
14. How satisfied are you with
the overall friendliness of
the staff at the Recreational
Center?
Dissatisfied 1 1
Neutral 5 3
Satisfied 44 28

43
15. What days of the week do
you usually come to the
Recreational Center? Check
all that apply.
Sunday 45 31%
Monday 91 62
Tuesday 95 65
Wednesday 96 65
Thursday 86 59
Friday 60 41
Saturday 27 18
16. What time do you usually
come to the Recreational
Center?
6:30 – 8:59 a.m. 14 10
9:00 – Noon 19 14
12:01 – 3:00 p.m. 10 7
3:01 – 6:00 p.m. 37 27
6:01 – 9:00 p.m. 19 14
9:00 – 11: p.m. 0 0
Various 38 28
17. What is keeping you from
using the Recreational
Center more often than you
already do? Check all that
apply.
Class schedule 67 44
Studying 62 41
Job 71 46
Distance away from home 19 12
Rude staff 1 1
Lack of cleanliness 0 0
Too many people 13 8
Not interested in going 12 8
Limited group exercise classes 17 11
Lack of equipment/activities 0 0
Other 38 25
Sports 5 15
Family 4 12
Injury 2 6
Lazy/No motivation 3 9
No time 7 21
Operating hours 7 21
Other 6 18

44
18. Have you ever participated
in a group exercise class?
Yes 70 46%
No 82 54
19. Which group exercise
classes have you
participated in?
Yoga 38 54
Bodyflow 26 37
Kickboxing 5 7
Colonel Core 21 30
Zumba 16 23
Bodypump 36 51
Power Yoga 13 19
Bodystep 14 20
Bootcamp 16 23
Barre 19 27
20. What time(s) would be more
convenient for you to
participate in the group
fitness classes?
Before 6:30 a.m. 3 10
6:30 a.m. – 12:00p.m. 6 20
4:00 – 5:00p.m 4 13
5:00 – 9:00 p.m. 12 40
Other 5 17
21. How interested would you
be in the services of a
certified personal trainer, at
an additional cost of $25 for
each 45-minute session?
Very not interested 58 38
Not interested 38 25
Neutral 30 20
Interested 18 12
Very interested 9 6

45
22. What do you believe that the
Recreational Center could
improve upon?
Towel service 6 8%
Equipment 10 13
Fees 2 3
Pool/hot tub 8 10
Trainer 4 5
Cleanliness 3 4
Times 47 59
23. What 3 words would you
use to describe the
Clean 71 27
Convenient 15 6
Friendly 30 15
Fun 24 17
Big 11 4
Nice 11
Helpful 3
Awesome 4
Useful 6
Great 5
New 5 2
Other 74 29
24. What is your overall
satisfaction level with the
Dissatisfied 1 1
Neutral 4 3
Satisfied 51 33
25. If you are dissatisfied, why
are you dissatisfied with the
Too many rules 1 100

46
26. What can the Recreational
Center offer to better suit
your needs?
Pool/hot tub 13 18%
Facilities 5 7
Child care 2 3
Equipment 10 14
Trips 1 1
Hours of operation 27 36
27. A proposal to build an
indoor aquatics center at the
Recreational Center is
currently in the works.
Would you be willing to
increase tuition by $30 per
semesterto enable Nicholls
to build an Olympic sized
indoor swimming pool
attached to the Recreational
Center?
Yes 80 57
No 61 43
28. If offered, would you plan
on participating in one of
the following activities?
Canoeing trips 34 37
Tubing trips 39 42
Mountain climbing trips 30 32
Fishing trips (inshore &
offshore)
45 48
Sand & surf weekend trips 36 39
Kayaking trips 35 38
Backpacking weekend trips 36 39
Wilderness/forest trips 29 31
Skydiving trips 32 34
Camping trips 39 42
Other 3 3
Four-wheeling 1 33
Site-seeing 1 33
Hunting 1 33

47
29. If offered, would you plan
on participating in one of
these exercise classes?
Spin class 58 50%
Martial arts class 21 18
BodyCombat 34 30
P90X 34 30
Stability ball training 14 12
Hip-hop cardio 39 34
TRX Total Resistance
eXercise
13 11
Yogalates 37 32
SmartBells 9 8
Body attack 25 22
Circuit training 36 31
Other 5 4
Boxing 1 20
Jazzercise 1 20
Pilates 1 20
Olympic curling 1 20
Zumba 1 20

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