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Customer Experience

Customer Experience in the Gym

Customer Experience in Gyms and Fitness Centres

Increase customer satisfaction

Analyse the user journey to identify key moments

Reduce churn rate and improve retention

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How to implement member experience measurement:

Deploy the channels: Install smiley feedback terminals on-site or activate digital channels.

Analyse with Analytics: Collect opinions and centralise all responses in Analytics.

Alert and act: Instant notifications to resolve the issue immediately and retain the member.

Touchpoints

Customer Experience Across Facilities and Moments

Measure the key moments that define member retention at your club:

Spaces and facilities

Changing rooms and restrooms

Equipment

Reception

Group classes

Nutrition and wellness

Surveys by member moment

Welcome: New members

Reactivation: Dormant members

Cancellation: Understanding the reasons

Annual: Overall assessment

Feedback Channels

Smiley Feedback Terminal: Member opinion in the moment

Smiley Button Feedback: Designed for high-flow areas where the member only has a couple of seconds.

Changing rooms and restrooms

Centre exit

Smiley Feedback Tablet: Ideal for detailed interactions.

Reception

Group classes

Feedback Channels

Omnichannel Listening and Fitness App with Online Surveys

Connect with the member inside and outside the club through their usual channels:

QR Codes

Equipment

Group classes

SMS and WhatsApp

Welcome for new members

Reactivation

In-app pop-up

Annual satisfaction

Processing a cancellation

Analytics Platform

RateNow Analytics: Data intelligence for your club network

RateNow Analytics is the feedback analysis platform that centralises all your listening channels into a single dashboard.

Real-time satisfaction data.

Customisable permissions and access by role.

Segmentation by location, time slot, day or activity.

Notifications

Automatic alerts: Resolve issues before they become cancellations

Alerts is the automatic notification system that detects critical situations in real time.

Instant notifications via SMS, email or push notifications in app.

Triggered by keywords in comments.

Notification to those responsible for the shift team.

RateNow APP

RateNow APP: Your fitness centre in the palm of your hand

Take RateNow Analytics in your pocket, giving you instant access to metrics, comments and alerts.

Executive summary: NPS, sample size and evolution of each location.

Instant push alerts on satisfaction drops.

Direct access to your customers' comments.

Available on the App Store and Google Play.

Artificial Intelligence

AI Text Analysis Agent

The AI Agent automatically analyses all your customers' comments using artificial intelligence.

Classification by category: cleanliness, maintenance, customer service, etc.

High accuracy, with less than 15% error rate.

Precisely identifies positive, neutral and negative opinions.

Frequently Asked Questions (FAQ)

Got questions? We've got answers! Check out our FAQ section for more information on course duration, pricing, and more.

Can I manage several gyms or locations from a single account?

Yes, RateNow Analytics allows you to centralise data from all your clubs in a single dashboard. You can compare performance across locations, identify which centres need improvement and replicate best practices.

What information do I get from the RateNow Analytics dashboard?

You have access to a centralised dashboard that allows you to compare performance across locations or zones, analyse the evolution of satisfaction over time and make data-driven decisions to improve retention.

How do alerts help me reduce member cancellations?

The real-time Alerts system notifies the club team immediately whenever a poor rating is recorded (e.g. cleanliness issues or equipment breakdown). This allows you to act straight away, resolve the incident and prevent dissatisfaction from leading to a membership cancellation.

Numbers that speak for themselves

119920

Daily feedbacks

5760

Active surveys

980

Organizations

NPS ®

In partnership with

TIER IV servers, and ISO certifications for top security.

Tell us about your project and get:

Best practices applied to your industry

Surveys tailored to your needs

Demo of our analytics platform

A customized quotation

ⓘ No commitment

Customer Experience in Gyms and Fitness Centres

How to implement member experience measurement:

Touchpoints

Customer Experience Across Facilities and Moments

Feedback Channels

Smiley Feedback Terminal: Member opinion in the moment

Feedback Channels

Omnichannel Listening and Fitness App with Online Surveys

Analytics Platform

RateNow Analytics: Data intelligence for your club network

Notifications

Automatic alerts: Resolve issues before they become cancellations

RateNow APP

RateNow APP: Your fitness centre in the palm of your hand

Artificial Intelligence

AI Text Analysis Agent

Frequently Asked Questions (FAQ)

Can I manage several gyms or locations from a single account?

What information do I get from the RateNow Analytics dashboard?

How do alerts help me reduce member cancellations?

Numbers that speak for themselves

Daily feedbacks

Active surveys

Organizations

NPS ®

In partnership with

TIER IV servers, and ISO certifications for top security.

Tell us about your project and get:

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