This customer service case study examines the development of the Gala Group’s Customer Service Strategy as a total business concept. It illustrates how developing and integrating a Customer Service Strategy across the business is helping Gala to position itself for further growth.

This location of business case study focuses upon the relocation of a Gala Club within Ashton, in the North-west of England. It shows how selecting the best site for relocation involved analysing a Membership Information Database Analysis System (MIDAS) and a demographic profile of the area.