Health Club Mystery Shopping
Health clubs and fitness centers face some of the stiffest competition in any industry for attracting potential customers, then converting them to membership paying guests. Through expensive marketing and promotional campaigns to drive prospects to your Club, don’t let potential members slip away due to poor first impressions by your guest relations team members or uninterested associate presentations to potential new members.
Consider a cost effective, quality driven mystery shop program implemented by Service Performance Group. We will measure and assess the prospective member experience using your specific standards and deliver back to management an objective and detailed report showing strengths and areas of opportunity. Client formats are tailored to meet the needs of each client and most often will include a score card and narrative overview measuring:
- Initial physical plant readiness
- Personal appearance of employees
- Quality of Tour
- Explanation of contract / memberships
- Personal training services
- Specific promotions
- Quality of equipment
- Locker room facilities
- Follow up
On a monthly basis (or based on how often you choose), you will receive no-cost detailed drill-down Summary Reports providing accurate data allowing senior management to see the larger chain wide picture through to each individual location allowing for decisions to be made and action taken with confidence.
In conjunction with our mystery shop program, or utilized as a stand-alone component, you might also consider deploying Service Performance Group’s low cost, high quality Customer Satisfaction Surveys (C-Sats), easily and quickly taken through use of a Smartphone or Tablet to receive unvarnished opinion directly from your members.