This research project investigates The Spa at South Lodge’s current fitness offerings usage by members and compares this to members desires to provide recommendations for the future to enhance the fitness offering at The Spa. The Spa has recently achieved a capacity membership figure of 600, with a waiting list that is ever growing and being managed. This project aims to assist the shift in focus towards increasing further the level of customer service and enhancing the value provided to every member.

The method used to ascertain the data for this research project was a predominantly quantitative questionnaire, with some open questions providing qualitative data. The questionnaire was sent out to the entire membership database at The Spa at South Lodge, with 81 members (14% of membership) returning the questionnaire. Chapter three discusses the methodology in more detail with reference to the research approach, subject selection and sampling, questionnaire design, piloting and administration and data analysis techniques proposed for the project. Acknowledgment of limitations, alongside ethical and access issues are identified as well.

To achieve the project aims, the researcher analyzed data in relation to the four objectives identified in Chapter 1 - Introduction. The results of this research project have helped to identify the current usage of each fitness offering and their satisfaction levels at The Spa. Conclusively, this study has identified new class suggestions, improved class timings and class frequency as main areas to be revisited to improve the fitness offering to meet members' desires at The Spa at South Lodge.

Recommendations have been made so that The Spa at South Lodge can focus on the specific aspects of the key findings to ensure fitness offering enhancement is maximized to maintain membership retention.