Feedback helped Planet Fitness management to focus effort where it mattered to customers | Feedback Ferret

Feedback helped Planet Fitness management to focus effort where it mattered to customers

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Impressive feedback, over 2,000 interactions per day

Valuable insights improved both customer service and facilities

Planet Fitness Gym is the second largest group of gyms in South Africa and have been in operation for more than 19 years. They currently own 25 gyms throughout the Western Cape, Gauteng, Kwa-Zulu Natal and are expanding by a further 7 gyms in 2014.

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Planet Fitness was keen to collate customer feedback and initially installed 4 Comments Boxes in each of 25 gyms. A further 21 devices were rolled out shortly thereafter. The device is a simple keyboard with a small digital screen that solicits compliments, complaints and suggestions in up to 800 characters of free text. The data is then channelled through the Feedback Ferret text analytics software and the results collated on dashboards for the management.

The Results

The project started well and the quality of feedback was impressive. The Planet Fitness gym clients were passing on valuable insight that the management team had been missing for years.

Planet Fitness now had the key to retaining customers, improve their word of mouth recommendations and deliver measurable ROI. Data volumes increased on a daily basis and in a one month period, they saw an average of 106 interactions per device, per day. Thanks to the first class feedback being received, the quality of both customer service and gym facilities was improved immensely.

A program to install Comments Boxes in every single gym is now underway.