Service Marketing Management

style foliate Subject MKT8003 Service Marketing Management Assignment 1 (Individual assignment) style of Assignment Marketing Audit Report cantonment basketball team Sdn Bhd full(a) Word Count 2000 words Date of Submission 31 lofty 2012 EXECUTIVE SUMMARY This commercializeing audit report is prep bed for inhabit five some to indicate how the organization is ongoingly performing in their helping take aim. The report is prep ard base on secondary data collect from reli able-bodied sources which is available online.In this report the background of plurality vanadium raise lycee is explained to date the present-day(prenominal) native resources and capabilities in its prepargondness for go their target client in Malaysia local market. The finding of issue em comement as, boilers suit and major issues of the fellowship as beneath, Overall multitude five are current in superior-end client focus and in detail the majority of regular developers are not in the graduate(prenominal)-end categories. Although the facility and technology is excellent move canvass to others competitors, the legal injury of help has clearly visual aspect it is unaffordable to the middle class, therefore that is lack of daily head counts.The major occupation is lacking of promotion, Camp Five current accustoms the strategy of word-of-mouth, as per inquiry 100% of interviewee get the know Camp Five as from friends-to-friends referral only, umpteen other promotions shall be implemented as to improve on the accomplishment bequeath be presentationn in TOW compend in this assignment. TITLE PAGE Contents TITLE PAGE1 EXECUTIVE SUMMARY2 1. 0 part OF REPORT4 2. 0 THE INTRODUCTION4 3. 0 TARGET CUSTOMER7 4. 0 away depth psychology8 5. 0 INTERNAL ANALYSIS12 6. 0Service calibre abbreviation13 7. 0 SWOT ANALYSIS16 8. 0 TOW17 9. 0 CONCLUSION19 10. 0 LIST OF REFERANCE19 1 APENDIX SURVEY FORM21 How Do You Rate Your upgrade? 22 1. 0 PURPOSE OF REPORT (222 words) This is a continuous of audit report of Camp Five Sdn Bhd, The purpose of this report is to present the service timberland from organization eyeshot and client perspective point of view in delivering and receiving the service in service merchandising aspect. The elements covers include the internal & remote analysis of organization, ranch between the clients lore and expectation. Those factors bequeath influence on to the organization and its go from the middle school toward the end consumer directly or indirectly.It is to help the organization to downstairsstand to a abundanter extent nigh their guest and commanding of current customer. Same while the current marketing promotion plan must be implementing in an effective way on it services quality reach the confederacy targeted headcount for the lyceumnasium. Scope of report, this report volition cover the analysis in phase one, the sources of the report is based on some level of profits resources, only when mostly is from interview with customers and my friends as the employee which is strainning(a) in the partnership as manger positions.The adviseation of this service marketing audit ordain be done in phase two of the following of this report. The supervise of service leave behind be from time to time based and this marketing service audit report accuracy credibility go out endure valid for the next six month period. 2. 0 THE INTRODUCTION OVERVIEW OF THE emolument ORGANIZATION (335words) 2. 1 Brief Background Camp Five is a place issues training and a place for training, working out and meets new friends. It is facilitated with outmatchride wall, cafe, Pro shop, blue technology shower, kid place athletic field and inspectorial training programs.Training program is designed for children, requireinners, leisure and maintain hikeer or plurality can enumerate for Yoga classes alike. The uprise lycee is ope evaluate chthonic Switzerland management. The wall w as built by raise wall BLOCX Sdn Bhd, which is the partnership company with Camp Five, Blocxs current major confinement are building and exploitation rock upgrade wall some Asia region, they head quarter is regain in Oberwil Switzerland, the other agency is rootd New Mexico the States, Colombia South America and Shah Alam Malaysia.Camp Five Sdn Bhd started its unconscious process since 2005 in Malaysia, located inside famous limit shopping place of Kuala Lumpur The One Utama shop Complex. The internal gyms environment is ho mathematical functiond in 10m high air-conditioned glass tower, a-state-of-the-art upgrade facility inside a shopping center, next to major job suite homogeneous TV3 and IBM office, Hotel, colleges and world-wide schools like KDU and KBU, hotel and the high end household field.For first time customer, it is a must to join the come up class they wish to pass on climber re billet examination and If you are first time in this gym customer need to pass private come up dexterity testing section is needed before customer are able to check-in and use for the service. 2. 2 The Service Blue Print The move of servicing process of Camp Five has provided as per below (repair Customer) Regular Customer stairs of Blueprint Camp Five Step 1 Customer Arrived to gym Step 8 Interact with friends start to climb Step 2 Registration Step 9 Trainer provide training Step 3 Check in, payment and rental of gears Step 10 Customer received training Step 4 perk up enthrall fee and drop the constituent carte Step 11 Take beg from lock, shower and convince attire Step 5 Updates system with payment Step 12 Return the segment brainpower collect rented gears Step 6 deviate attire and keep beg at locker Step 13 Collect member card and process check out Step 7 Put on go up gears Step 14 Customer leaving the gymThe servicing blueprint of Camp Five has provided as per below (Regular New customers) It is substance with 14 steps of s ervice blueprint for regular and new customers with the service supports, support process, back stage, on stage and customer action show. 2. 3 The Marketing Mix 7Ps According to Kotabe and Helsen (2011, p332) companies can tail three global strategies to penetrate foreign market, which is harvest-home extension, product rendering and product invention.THE MARKETING MIX FOR CAMP phoebe bird SERVICES intersection Climbing gym, Yoga class, Climbing training, Corporate team building, Sales of climbing gear, letting of gear Place Outlet location- Gym center Promotion rank and file fees discount, Training course of action discount, Selected item discount via Internet, Face-to-face, Facebook. Pricing utmost hurt for per en elbow grease Average price for membership 3 month-1 year. People schoolchild, pro climber, Leisure climber, Working mature, House wife, Children, Trainer Physical Evidence advance(a) design, Well maintain of climbing equipment, Tidy uniform, Members hip cards, Clean and advance washroom. Processes From they enter the gym to exiting the gym. Fast payment process, Paid before entered, elemental check in process, High customer involvement, Well of training flows. 3. 0 TARGET CUSTOMER (116words) The type of target customer is bids oriented they perchance mother climber, leisure climber and explorer.This is Malaysian or non-Malaysia, working, lifetime and analyze deep down 15km from Bandar Utama area, male 50% and female 50% with the minimum earning of honorarium RM4000 to RM20,000 with some western culture background. Camp Fives targeted customer can be separated into the following gatherings, 1. Student 2. Foreign Resident 1. Working Adult 1. Corporate & School Group Description 1 Student absolute majority are from 15-25 years old, young male and female. Foreign students who follow their family came and living in Malaysia or overture in alone with the purpose of pull ahead educations.As financial supported by their parents with background mostly associated with high-end society, therefore cultural is more open to adventure sports with more buying power for diversion good. 2 Foreign Resident Work migration under the foreign resident, coming in and working here as temporary for certain project for 1-5 years, with truly high income on comely at lease RM 20,000 or more per month. Seeking for high quality lifestyle with high get power, Caucasian or Asia came from high-technologys country. 3 Working Adult Locate Malaysian customer, working, living or studying around Petaling Jaya or KL area. In average a working person with personal income of minimum RM4000, male or female with high education level, outgoing personality and like sport. 4 Corporate School Group customer is those leave alone like to come for as a company or schools event targeted for corporate team building function is not a routine activity. put over 3a In the hierarchy of effect model, customer was understand to this gy m are existential influence on behavior. Affect Behavior Cognitive. source come from their feeling want to try this climbing survive, and then they took action to climb lastly nurture process. 4. 0 outside ANALYSIS 4. 1 PESTAL ANALYSIS OF CAMP FIVE (290words) A PESTEL Analysis of Camp Five Sdn Bhd, this model is designed touchstone on the macro-environment could effect on the organization. Includes with Political, Economic, Social, Technical environmental and Legal issue, on average social issue carries the most weight in the climbing gym industrial, repayable to it is an experiential goods and services. Factor IncludesPolitical Change trading rules, tax, change in government. Economic Interest rates, exchange rates, national income, pretentiousness Social Ageing population, attitudes to work, income distribution, customer peck, education levels, migration flow and working hours of customer Technological Innovation, new product development, rate of technological obsolesc ence, safety drunkenness water system, online advertising Environmental Reduce use of paper, encourage cotton towel, global warming, environmental issues Legal e. g. competition law, health and safety, employment law, course law Table 4aDETAIL OF PESTEL ANALYSIS IN CHART Political Factors Change in trading rules, Camp Five it is owe by a Sweden Company whitethorn influence the business trading terms. Tax, the rate will change in rock climbing product and equipment, all climbing equipment is imported good. If government is not s set back company may re-locate in the investment in other part of SE Asia. Economy Factors veer rates will influence of company income, because company HQ is in Europe. National incomes and unemployment rate, determinate customer willingness to spend on leisure product like gym servicing.Inflation rate will influence on the advantage of staff and operation expense, exchange rate of equipment, referable to the product are all imported, when Euro and Do llar price down. Social Factors Customer change in taste in switching of touch in this gym, aging of society, if this city gets older than the target assemblage (aged of 14-45) will the target customer sort out will get smaller. Education and income level increases, people tent to doctor more with health issue and increase in working-out in gym. If working hours increase the number member able to visit at calendar week days will decrease.Migration flows increases our customer will increase, and due to climbing sport is more popular in foreign country. Technology Factors The uses and for sales climbing devices and equipment is important product in our Pro-Shop, and the technology cosmos use to with in the gym, dispatch Wi-Fi connection, fully air-conditions, high technology shower systems, water filler give customer with a confinable gym environment as well up as the auto- belaying device, customer can still climb while wait for their buddies arrived. Legal Factors Clim bing environment is designed with anti-fire and safety pat square and cushions.It is always monitored by instruction eying around. Safety training and handbook visualize all customers understand the safety rules in the climbing gym and rules of use climbing equipment. Employment rules follow as per Malaysia government guideline in employment handbook. Camp Five apply Malaysia Law system where the fetch company from Sweden applies EU law. Environmental Factors Encourage customer and staff reduces on use of plastic water bottom and encouraging drinking in refilled directly from pipe, recycle bin services is provided. Encourage customer to use cotton towel in the gym and cafe instant of paper.Weather change, determines people likeness to climbing indoor or outdoor the day and the location, flabby access to gym. Table 4b 4. 2 Porter Five Forces of Macro Environmental Analysis The use for porter five forces analysis is the measure the brat inwardly the competitor and business. Th e key rating system read been utilize as per following, Key evaluate System (1. Very Poor, 2. Poor, 3. Neutral, 4. Good, 5. Very Good) The Rating System Porter 5 Forces of Camp Five 5 Forces Camp Five Cyberjaya adventure Mad manipulate 1. Existing rivalry 3 3 2 2. New entering 3 2 1 . B. P of Buyer 5 3 3 4. affright switch 5 3 2 5. B. P of Suppliers 3 4 2 Total 19 15 10 Rating System truly poor-1 very good- 5 Table 4b The detail of Porter Five Forces will be explained as per below chart (4c) Porters Five Forces of Competitive sit 2. New entering Medium there is the only gym inside 20km from the resident, technology is in way advance than other, due to the built woo is high, but competitor can built in cheaper gym with subvert cost. 5. Bargaining Power of Supplier 3.Bargaining Power of Buyer 1. Existing contest Medium, the product has substitutes and minimal switching costs, which result in low combative pressures in the supply side. a t the medium stage, although the quality and service is very good but there is still many customer opt to go for low price choice lead to high gradation of antitheticiation, therefore can be competitive. Buyer low stage the high end customer will preferred to purchase with receiving the best quality of service than switching to look for other alternative. 4.Threat Substitute busted level, as the product is similar but the quality of facility and lifestyle is incredible to be change by it taste. Table 4c 4. 3 Industry Analysis Due to this is a experiential goods in terms of economy and policy-making will influence on change in it price, the long run of bargaining power with buyer and supplier are at any low risk, only seeing the possibility of new gym within this area can be compete with Camp Five but the possibility is still low, high chance of customer may broken interest and less visiting, due to friends, time of work and other reason. . 4 Customer Analysis T he collection of data from customer analysis is conducted in face-to-face interview and written report format, it is target to understand the customer ineluctably and current marketing trends towards satisfaction measuring in the climbing gym environment by service provided located with Klang Valley area. 4. 5 rival Analysis Major competitor rock climbing gym within Malaysia, provided climbing service to rock climber, will be cyberjaya adventure center in Cyber Jaya, MadMonkey indoor bouldering center in Wangsa Maju, Shah Alam outdoor adventure in Shah Alam and The factory climbing gym in Subang Jaya. They provide service like top-rope climbing, bouldering wall, travels walls and lead wall climbing, however only Camp Five and Cyber Jaya Adventure was able to provide all the service in one center. The price as quality show as below, 5. 0 INTERNAL ANALYSIS 5. 1 Resource Competency Analysis The uniqueness of Camp Five has believed in providing the best environment and the best servic e in Asia, with high quality level of modern lifestyle and beauty of sports.And all employees in any position and time are responsible to customer safety first, staff must take action to help and remain ensuring the soulfulness safeness in climbing environment. 5. 2 Share Holders Analysis The matrix below shown in table below is applied to show the internal and external stakeholders that wee-wee direct or indirect impact on the exploitation of the business. Importance of stakeholder High Low Influence of stakeholder High Key meeting Silent throng Partners Government Ministry of Environment Management, Shareholders New investor Low plainspoken Group Irrelevant group Employees Individual customers Marketing teams Contractor Agents, cleanser Distributors Table 5a Stakeholder Analysis The key groups are partners, management, other shareholders and new investor. The customer groups are the key to the survival of the business. The faster the target market will turn into royal customer, gym can sustain and growth in its business operation and provides in positive growth. 5. Performance Analysis occurrent the sales of the organization is the low head count e fussyly in low season like long public holiday times, although we have a big number of members but however they are non-actives, the targeted market share of customer group has not been achieved, overall survive on the long term membership customer which sign up for 6month-1 years membership. That could count on average of 40% of total business. The others revenue are selling on climbing equipment, team building outdoor projects for groups and climb pays per transport. . 0Service Quality Analysis (298words) To measure the service quality of Camp Five I have provided the analysis based on face-to-face abide by with interviewee with purchasing take care in Camp Five Climbing Gym, the analysis result show as below. (The full version of service review form is re ference in the appendix) The SERQUAL Model analysis will based on question 3-15 only, show as per below, SERQUAL Model of Service mint Q Survey Questions 1 2 3 4 5 Q being answers Total score No. f Interviewee Means 1 First time to this gym 60 600 n/a 60 n/a 2 How do you know this Gym 60 600 n/a 60 n/a Rate you overall experience (Scoring System data are serve for the paste analysis) 3 Were you boniface Courteous? (If No-1, Yes- 5) 60 60 300 60 5 4 Were you server -Informative? (If No-1, Yes -5) 20 40 60 260 60 3. 7 5 Rate of total expectation 60 60 240 60 4 6 Staff helpfulness 10 40 10 60 240 60 4 7 The price of entrance fees 20 10 20 10 60 140 60 2. 8 The specify of the gym 10 40 10 60 240 60 4 9 Varieties of climb 10 40 10 60 240 60 4 10 Convenience of this location 40 20 60 260 60 4. 3 11 Clean 10 20 30 60 260 60 4. 3 12 Environment safety 40 20 60 260 60 4. 3 13 Training experience 10 10 20 60 60 3 14 Quality gear for rent 10 20 10 40 120 60 4 15 Rate over climb experience 50 10 60 250 60 4. 2 individual(prenominal) features 16 Gender 20 40 60 The details of this survey are provided in survey form on appendix at last page of this report. 17 Age 20 30 10 60 18 Monthly Income group 50 10 60 19 Frequency of visiting 40 10 10 60 20 Plan to join membership 30 10 40 21 Already member? 30 30 60 21A Which member plan? 10 10 10 30 Table 6a As per the rating system and survey 100% of customer gets to know about this gym by friends referral, as per survey the promotion is not eery enough in its attraction to new walk in customer. QUOTA taste QUOTA SAMPLING Race No. Survey % Chinese anthropoid 8 13% womanly 12 20% Malay Male 5 8% Female 5 8% Indian Male 2 3% Female 2 3% Forigner Male 13 22% Female 13 22% Total 60 100% Table 6b As per quota sampling analysis shows that the 34%Chinese, 16% Malay, 6% Indian and 44% Foreigner participant in the survey analysis. Overall customer were being serve courteous in scoring at the highest at 5, and the price of entrance fees score at the lowest at 2. only. taken the staff has a good relationship and treated customer as very important, but however the price is disappointing from customers point of view. GAP ANALYSIS CUSTOMER PERCEPTION EXPECTATION ANALYSIS Provider cattle farm Customer Expectation Customer Perception GAP Listening breakage 4 3 (1) Service Design and Standards Gap 4 4 0 Service Performance Gap 4 1 (3) communicating Gap 5 5 0 Total 17 13 -4 Dis-confirmation GAP Low-1, High-5 Table 6c Disconfirmation GapAs Disconfirmation model, as in the GAP model table shows in total of -4 dis confirmation Gap between customer perception and expectations. Overall they score the highest gap -3 of performance gap, operation staff need to improves on its service performance skills in term of the cleanness of t oilet, change in water filler, repairing of rental climbing equipment, quality of training and redesign the current price package. The communication and listening wish is very good scored at 0 gap means the customer is very satisfied with the current communication service of employee. . 0 SWOT ANALYSIS (242words) As per chart, show CAMP FIVE has more advantage in strengths and opportunity as compare to the weakness and treats it has shown a positive growth in the future. The just explanation will be shown as below. expertnesss Weakness High in technology To pricy Strong employee capital High operation pricy Largest climbing gym in Asia Limit to a small customer group from interests Convenience of location Good environment Opportunity Treats devolve to new customer via more promotion Product substitution destine FOC test climb section and tight-up lift Change of customer taste soused up with government Low season International and locate competition Table 7a SWOT ANALYSIS IN DETAILS Strengths The strengths of Camp five they provides high technologies in wall climbing technologies following the a la mode(p) and most up-dated as Europe standard, theyre the largest gym also the best climbing in Malaysia, further Malaysia Climbing Campion is working under Camp Five, all others is also professional certified training by UIAA. They are 10,000 square feet with located inside a shopping hall, gives customer all tacit consents, right in the middle of city. Weakness Price is too high for medium end climber or either some student which have time to come as compare to the others gym is about 25-40% higher than other like PutraJaya adventure and Mad Monkey gym, although they does not have the same location advantage. High operation cost, due to the rental, hiring of employee with design maintain and operating, they also have small customer group with attracted to this sports. Opportunity Customer group can be increase into varies of group in cluding, student, working, employee and government, open new market, increase in brand royal house and awareness. ontogeny in open competition number of event for members link with international, tight up with UIAA Treats Customer may change in interest of climbing, low season people prefer going for holiday, change location to climb. Table 7b 8. 0 TOW TOWS (50words)A TOW Analysis to the advance of SWOT to specific the elements of service marketing address Intangibility, perishability, co-production, customer fill people, physical evidence using Strength and Opportunity, Weaknesses and Opportunity, Strength and Threat, lastly Weaknesses and Threat (WT) exhibiting as per followings. INTERNAL STRENGTHS INTERNAL weakness 1. High in technology 2. Strong employee capital 3. Largest climbing gym in Asia 4. Convenience of location 5. Good environment 1. To pricy 2. High operation expensive 3.Limit to a small customer group from interests EXTERNAL OPPRTUNITIES SO STRATEGIES WO STRATEGIES 1. Give FOC test climb section and tight-up promote 2. Tight up with government 3. International and locate competition 1. Increase on marketing tight up with government project. 2. Tight up with more international competition host in Camp 5 3. realize more events and create awareness through press and news. 4. Get free climb section with event tight up with mall. 5. Advertise in Asia Climbing magazine. 1. Re-structure the price 2.Increase the sales volume after to co-operate rate, eg. IBM, One man Hotel staff and tourist discount rate, increase customer group. 3. Promote in tourism Malaysia. 4. Reduces on the use on electricity saving operation cost. 5. Attract external customer to try rock climbing EXTERNAL THREAT ST STRATEGIES WT STRATEGIES 1. Product substitution 2. Change of customer taste 3. Low season 1. Increase in brand royal line 2. Arrange more activity to get member together again 3. Give fussy promotion at low season/ week days . pose more office people and encourage them to come after office hours. 1. Avoid too much promotion rules in joining the membership 2. Promote friends-friends or buy one get one member free to crease interest of new members. 3. Let people make merry this place more than other gym 4. Promote gym member switching discount or give 3 hours free personal training. Table 8a Strength and Opportunity (SO) By increase project from different dimension, attract more opportunity and take advantage of the good location.Increase events exemplification in 2006 the World Cup Europe climber from UIAA attends to climbing during preparation for competition includes with national climbing team from Italy, France, Austria, Slovenia, Spain, Switzerland, and Germany etc. Weaknesses and Opportunity (WO) dissemble adjustment to the price and open up new market group like one world hotel tourist discount or business discount, VISA card member promotions, one-card member test climb section, promote the selling hardnes s in Point-to point exchange gift quote card promotion.Strength and Threat (ST) Use event to increase the brand royalty to passed , current and future customers. Target more people from the office around the gym to come, make road show to promote the gym and facilities. Weaknesses and Threat (WT) Try to make the promotion easy for customer to purchase try to avoid many Purchase to Purchase rules, try to give customer benefit able and interesting, when the headcount reaches the target (set a target) than cut of the special promotion and keep the regular promotion just to keep the royalty customers. 9. 0 CONCLUSION (215words)This report concludes that Camp Five is good place to youth people to work-out and meet new friends, Camp Five has the great quality and it is very suitable for the Malaysian marketing in it expansion. even in total they are lack of awareness, as rock climbing is still a very new sport for Malaysia as compare to the west, therefore promotion is an essential. O verall customer has a good rating with the service provided by Camp Five but however due to the other competitor in the marketing has some influence on customer perspective therefore the building the brand and royalty customer with in the climbing network is important.Customer overall has a high interest in rock climbing and I can see they are quite royal to the interest, but due to the most majority of climbing is in the low-middle end, rating of customer the price over is too high and not expectable by most long term climber, they will prefer to seek for other alternative to climb although the location may not be as convenience. Camp Five should take customer in as lower price and get more royalty customer, focus on headcount is not important, however the suggestion for Camp Five will be presented in phase 2 of the assignment. 0. 0 LIST OF REFERANCE Company Research 1. Camp Five Sdn Bhd 2012, viewed 31 July 2012, http//camp5. com/ 2. BLOCX Sdn Bhd 2012, viewed 30 July 2012, http// www. blocx. com/projects/camp5. html 3. Alpine 2012, viewed 2 Aug 2012, http//amga. com/programs/alpine_AGE. php 4. UIAA 2012, viewed 21Aug2012, www. theuiaa. org/ PESTEL Analysis 5. PESTEL analysis of the macro-environment by Oxford University Press. 2007, viewed 31 Jul 2012, http//www. oup. com/uk/orc/bin/9780199296378/01student/additional/page_12. htm 6.PESTLE analysis history and application by CIPD. Retrieved Nov 2010, viewed 30 Jul 2012, http//rapidbi. com/the-pestle-analysis-tool/ Blue Print 7. Kotler,P,Brown, L, Adams,S Armstrong, G2004, Marketing, 6th edn, Pearson Education, Australia 8. Shostack, GL 1992, Understanding services through blueprinting, in T Swartz, D Brown S Brown(eds), Advances in services marketing and management, vol. 1,JAI Press, 9. Greenwich, CT, pp. 75-90. 10. Dr C. doubting Thomas Oliva(2012), Basic blueprint reading and sketching 50 th edn, Thomas Delmar. 11.Newell Frederich(1926), customer relationship management in the new era of internal market ing, New York, London McGraw-Hill, 2000 12. Valarie A. Zeithaml, Mary Jo Bitner and Dawayne Gremler (2008), Service Marketing Integrating customer focus across the firm fifth ed. Service Marketing 13. Christopher Lovelock and Jochen Wirtz (2011), run Marketing People, Technology, Strategy. 7th ed. , Upper Saddle River, New Jersey apprentice Hall Porters Model 14. Chapman, A 2004-2009, Porters Five Forces Model, BusinessBalls. com, Leicester, England, viewed 19 August 2011, http//www. usinessballs. com/portersfiveforcesofcompetition. htm Others 15. CIA 2012, The worldfact book, viewed 10 Aug 2012, https//www. cia. gov/library/publications/the-world-factbook 16. Konopka, G. (1973) Requirements for Healthy study of Adolescent Youth, Adolescence. VIII(31), p. 24. 17. Thomas, A. (2003) Psychology of Adolescents, Self-Concept, Weight Issues and Body Image in Children and Adolescents, p. 88 11 APENDIX SURVEY FORM A survey forms has capture as the result outcome of interview with Camp Fives customer. CAMP 5 THE LARGEST IN ASIA How Do You Rate Your Climbing?We are committed to providing you with the best climbing experience possible, so we invite your comments. delight fill out this questionnaire and place it in the box in our check-out response counter. Thank you Are you a first time coming to this climbing gym? YesNo How do you know about this climbing gym? AdsReferralOnline/LearnOthers Website from passel Please specify __________________ * * How do rate the total expectation with us, enjoy rate as per below. The reliability of the staff 12345 queerExceptional The willingness the staff kindliness or friendliness 12345DisappointingExceptional Was you serve Courteous? Informative? YesNoYesNo The price of entrance fees. 12345 DisappointingExceptional The attribute of the gym Does the climbing level fits you? 12345 DisappointingExceptional Your favorite climbing level is ________________ (FRANCH or USA) Is there enough variety of climb. 12345 Disappointing Exceptional Please rate the connivance of this location? 12345 DisappointingExceptional CAMP 5 THE LARGEST IN ASIA How Do You Rate Your Climbing? We are committed to providing you with the best climbing experience possible, so we welcome your comments.Please fill out this questionnaire and place it in the box in our check-out reply counter. Thank you Are you a first time coming to this climbing gym? YesNo How do you know about this climbing gym? AdsReferralOnline/LearnOthers Website from mint Please specify __________________ * * How do rate the total expectation with us, please rate as per below. The reliability of the staff 12345 DisappointingExceptional The willingness the staff helpfulness or friendliness 12345 DisappointingExceptional Was you serve Courteous? Informative? YesNoYesNo The price of entrance fees. 12345DisappointingExceptional The attribute of the gym Does the climbing level fits you? 12345 DisappointingExceptional Your favorite climbing level is _____________ ___ (FRANCH or USA) Is there enough variety of climb. 12345 DisappointingExceptional Please rate the connivance of this location? 12345 DisappointingExceptional Was our gym clean? 12345 DisappointingExceptional Safety of environment and climbing area? * * 12345 * Disappointing Exceptional Please rate your overall training experience. (If any) 12345 DisappointingExceptional realise of course ______________________ Please rate the quality of gears. If any) 12345 DisappointingExceptional Please rate your overall climbing experience. 12345 DisappointingExceptional Personal particulars Please be assure as this particular will only be analysis on a positive bases as for the profiling and not for individual use, be assure those details will not be use for another purpose. Gender Male Female Age 15 and 15-20 21-3031-4040 and Below More Monthly Income Student 20002000- 4001- 6000 or No Income or lower 4000 6000 higher How frequently do you visit our gym? -5 times per month 1-2 times per mo nth at one time all(prenominal) 2 months Other Do you plan to join to our gyms membership? Yes No You already have the membership? Yes No ? 10pass 3mths6mths12mths 12mths (Prepaid) (Installment) Was our gym clean? 12345 DisappointingExceptional Safety of environment and climbing area? * * 12345 * Disappointing Exceptional Please rate your overall training experience. (If any) 12345 DisappointingExceptional Name of course ______________________ Please rate the quality of gears. (If any) 12345DisappointingExceptional Please rate your overall climbing experience. 12345 DisappointingExceptional Personal particulars Please be assure as this particular will only be analysis on a positive bases as for the profiling and not for individual use, be assure those details will not be use for another purpose. Gender Male Female Age 15 and 15-20 21-3031-4040 and Below More Monthly Income Student 20002000- 4001- 6000 or No Income or lower 4000 6000 higher How frequently do you visit our gym? - 5 times per month 1-2 times per month Once every 2 months Other Do you plan to join to our gyms membership? Yes No You already have the membership? Yes No ? 10pass 3mths6mths12mths 12mths (Prepaid) (Installment) * Would you recommend our climbing gym to a friend? Why, or why not? * How might we have made it more memorable to you? What training course did you taken? How is your experience? ( if any) * Please share any additional comments or suggestions. Camp 5 Climbing Gym Camp Five Sdn bhd EZ501, 5th Floor, 1 Utama Shopping CentreBandar Utama, 47800, Selangor, Malaysia Phone (603) 77260420/410 Fax (603) 77260210 http//www. camp5. com emailprotected com * Would you recommend our climbing gym to a friend? Why, or why not? * How might we have made it more memorable to you? What training course did you taken? How is your experience? ( if any) * Please share any additional comments or suggestions. Camp 5 Climbing Gym Camp Five Sdn bhd EZ501, 5th Floor, 1 Utama Shopping Centre Bandar Ut ama, 47800, Selangor, Malaysia Phone (603) 77260420/410 Fax (603) 77260210 http//www. camp5. com emailprotected com