Name: Adarsh Saha

Roll No: 21SMG1R02

Service Quality Questions for a Gym

Sr. Questions 1-Much worse 2-Somewhat 3-About 4-Better than 5-Much

No. than expected worse than what I expected better than
expected expected expected

1. The quality of our

equipment.
2. The appearance of our
physical facilities.
3. The appearance of our
employees.
4. Ergonomics of our
gym plan.
5. Performance of our
gym trainers.
6. The safety in our gym.

7. The willingness of our

trainers to help.
8. The convinience of our
operating hours.
9. The ability of our
trainers to understand
your specific needs.
10. How would you rate
the overall service you
received?
 Name: Adarsh Saha
Roll No: 21SMG1R02

Expecations from a Gym:

Hygiene
You should expect that your members will have some hesitancy about coming back to the gym
post lockdown. The primary concern will probably revolve around hygiene. That’s why you need
to go above and beyond your previous practises when it comes to the cleaning of your facility.
Members draw confidence when they see staff wiping down equipment, and cleaners mopping
floors and wiping down shower cubicles. I highly recommend having white boards posted
around the gym where staff and cleaners record with a marker the time that the area was last
cleaned.
In terms of COVID, you should meet your member’ expectations by having clear requirements.
Whether that includes mask wearing will depend on your local situation. However, all members
should be provided with a spray bottle and you should have paper towel dispensers liberally
dispersed around the gym. Members should be regularly reminded over the intercom to clean
their machine after use.

Safety
Your members should expect to be able to work out in a safe environment. For that to occur, you
need to have a policy of diligent enforcement regarding intimidation, physical violence and
obnoxious behavior. Clearly post your rules of conduct and enforce them swiftly and
consistently. As an experienced gym owner, you well know that some people can act like jerks
on the gym floor. It’s your job to have all areas monitored and to be proactive so that these
clowns don’t upset other members. If you don’t, you will fail to meet a basic member
expectation.

Digital Integration
Today’s gym members have an expectation that they are able to integrate their fitness experience
with their technology. That means that your gym should offer the following:
 Online streaming workouts
 Workout & Nutrition apps
 One demand video workouts
During the lockdowns, these were the only way that most of your members were able to get in
their workouts. Many of them would have gotten used to the experience and enjoyed the fact that
they didn’t have to drive to the gym and find a parking space. You need to keep that option
available for them.
Name: Adarsh Saha
Roll No: 21SMG1R02

Consider offering hybrid membership, where members pay a reduced price for a combination of
home and gym workouts.

Mental and General Health Focus

The Covid-10 pandemic has led many people to put less emphasis on their aesthetic fitness
(bulging biceps and bigger butt) and more on their health fitness (stronger immune system,
improved cardiovascular functioning). That should impact the way your gym markets to new and
existing members and the services that it offers.
Knowing that members have more of a health focus, make sure that you are offering classes that
meet their expectations in that regard. In actuality, this may simply mean changing the names of
some classes and using different keywords to describe them.
There is also a growing awareness of the need to nourish our mental health. Members want the
gym to be a place they can unload and unwind from the pressures of their day, rejuvenate and
relax. You can cater to this expectation by incorporating elements of mindfulness into your
classes. For example, you could combine mindful breathing with HIIT and offer a Mindful
Tabata class.

Enough Equipment
Your members expect to be able to follow their exercise plan without having to wait around for
equipment or to be lumped with faulty equipment. Of course, members should also expect for the
gym to be busy before and after normal working hours but, unless they see that you’re providing
a reasonable amount of equipment to cater to the membership numbers, they are going to walk.
If you find that things are getting tight on certain machines during peak times, consider setting
up a system where members can reserve a machine or station.

Friendly Environment
Your members expect to be treated with respect and courtesy and to be welcomed to the gym.
Staff members need to display a consistently friendly vibe to every member all the time.

Cancellation Policy
The most common complaint you find about gyms online is the horror show that unfolded when
they tried to cancel their membership. You can bet that, as well as posting for the whole world to
see, each of those disgruntled gym members also moaned to at least 10 of their friends about the
experience.
Name: Adarsh Saha
Roll No: 21SMG1R02

Reality in a Gym:
1. No hygiene standard is being maintained at the gyms
2. Digital integration is at minimum in gyms due to financial constraints on gyms.
3. Lack of councellors at gyms can be quite annoying for gym goers who seek for physical
as well as mental wellness.
4. Cancellation policy in most of the gyms are highly complicated which deters gym goers
to continue with the schedule of the gym.