Why Feedback Matters
Benefits of Regular Surveys:
- Identify issues before they cause churn
- Understand member needs
- Guide improvements
- Show members you care
- Benchmark satisfaction
Survey Types
1. Onboarding Survey (Day 7) Understand first impressions
Questions:
- How was your first week experience? (1-5)
- Were you able to find everything you needed?
- How helpful was the staff? (1-5)
- Any suggestions to improve new member experience?
2. Monthly Pulse Check Quick ongoing temperature
Questions:
- Overall satisfaction this month? (1-5)
- Any issues to report?
- One thing we could do better?
3. Quarterly Deep Dive Comprehensive feedback
Categories:
- Facility cleanliness
- Equipment availability
- Staff friendliness
- Class quality
- Value for money
- Overall experience
4. Exit Survey Understand why members leave
Questions:
- Primary reason for leaving?
- What could we have done differently?
- Would you consider returning in the future?
- Would you recommend us to others?
Survey Best Practices
Keep It Short:
- 5 questions max for quick surveys
- 10-15 for quarterly
- Respect their time
Right Time:
- After positive interaction (likely to respond)
- Not during workout
- Via WhatsApp (high open rates)
- In-app if available
Mix Question Types:
- Rating scales (quantitative)
- Multiple choice (structured)
- Open-ended (insights)
- NPS question
The NPS Question
Net Promoter Score: "On a scale of 0-10, how likely are you to recommend [Gym Name] to a friend?"
Scoring:
- 9-10: Promoters
- 7-8: Passives
- 0-6: Detractors
NPS = % Promoters - % Detractors
Industry Benchmarks:
- Below 0: Poor
- 0-30: Average
- 30-50: Good
- 50+: Excellent
Collecting Responses
Channels:
- WhatsApp (highest response)
- In-app notifications
- Email (lower response)
- Physical forms (reception)
- Post-interaction automatic
Response Incentives:
- Entry into prize draw
- Small discount on cafe
- Loyalty points
- Just asking nicely works too
Analyzing Feedback
Quantitative:
- Average scores by category
- Trend over time
- Segment analysis (PT vs regular)
- Staff-wise scores
Qualitative:
- Common themes
- Recurring complaints
- Improvement ideas
- Praise patterns
Acting on Feedback
Close the Loop:
- Acknowledge receipt ("Thanks for your feedback")
- Investigate issues
- Take action
- Inform the member ("Based on feedback, we've...")
Priority Matrix:
| Impact | Easy | Hard |
|---|---|---|
| High | Do First | Plan |
| Low | Consider | Ignore |
Handling Negative Feedback
Response Protocol:
- Thank for feedback
- Apologize for experience
- Explain action being taken
- Follow up after resolution
Never:
- Get defensive
- Ignore complaints
- Make excuses
- Delay response
Feedback Culture
Make It Normal:
- Regular ask cadence
- Visible action from feedback
- Staff accountability
- Member appreciation for input
Reporting
Monthly Dashboard:
- NPS trend
- Category scores
- Top complaints
- Resolution rate
- Staff performance
Quarterly Review:
- Deep analysis
- Improvement planning
- Budget allocation
- Staff training needs
Conclusion
Feedback is a gift. Collect it systematically, act on it visibly, and build a gym that members love.
WTF Powered includes automated survey collection and feedback analytics.