If a feedback project is to be successful and sustainable, the feedback process must be defined and implemented very precisely. Clear project responsibilities, appropriate questionnaires and a precise choice of location are just some of the components involved in defining an on-site feedback process. A further option is to invite members to give feedback after contact at the till or after a consultation.
The closed loop concept gives our customers guidelines as to how they can work actively with the feedback data collected and communicate the results back to the target group. In this way feedback, optimisation and information run in a cycle, a closed loop. For SayWay, closed loop in the gym sector means:
1. CallBack: If a member wants a reply to his or her feedback, this can be entered directly at the terminal and an immediate response is possible. Pre-defined employees receive an alert massage together with the feedback and the contact data so that they can contact the member personally.
2. Feedback about changes: The main issues that were mentioned in the feedback and the measures taken are reported quarterly, for example, in newsletter and notice boards.
The systematic use of SayWay in gyms has a direct impact on their success. Members often spend a big chunk of their free time at the gym. Identification and passion are extremely high in this context. This intrinsic motivation of members and the contractual ties kindle a very strong interest in making sure everything is perfect in their gym. Whether it’s the course schedule, coaches, condition of the equipment, cleanliness or any other area — if you continuously work to optimise conditions and relate this back to members, you will be rewarded with high loyalty among existing members and a steady flow of new members thanks to high recommendation rates.
SayWay reduces the obstacles to giving feedback to an absolute minimum. Members can give feedback on their daily training anonymously and quickly. As market leaders, we have installed SayWay in over 200 gyms. The volume and quality of the feedback is amazingly high and stable over time. Gyms use the SayWay benchmark for the German fitness sector as a basic guideline.
SayWay helps gym chains and individual gyms to set up a digital communication channel at each site so that they can respond to the members’ requirements more quickly. This is done using a toolbox that we have developed jointly with our customers.
ith our feedback system that is quick and easy to set up, you can measure the pulse of member satisfaction right down to the micro-level of the individual gym. At the macro-level, i.e. the headquarters, branches can be monitored and optimised easily. We have developed an optimum basic feedback system for the gym sector where members can give their feedback in passing after a work-out. This captures the mood of the members and supplies accurate information in the event of problems so that you know exactly where improvements are needed.
Primarily SayWay “only” collects ratings. But the system can do much more than that. A feedback channel that is continuously open sends out a signal to the members that they are respected. If members give feedback as they are leaving the gym, it’s a kind of emotional check-out. The systems can also be used as an information board. A lot of customers use the last page of the survey for advertisements, for example, to advertise special offers for members.
aufmerksam zu machen.
Basically, any conceivable type of questionnaire can be implemented using the SayWay feedback software. In gyms, however, SayWay’s special gym driver analysis has established itself as the standard. In this case, only dissatisfied members are forwarded to a second page where they are asked about the causes of their dissatisfaction. The satisfied members are only given one additional open question where they can express their praise and suggestions. In this way, happy members are not bothered unnecessarily and dissatisfied members can air their grievances simply
Every single gym or chain needs different information. The SayWay Reporting SayWay reporting tool takes these individual requirements into account through customised solutions for each company. Different structures (e.g. franchises) require special dashboards. The roles and rights systems must be developed differently depending on the hierarchical levels.
The design of PDF reports which are sent automatically to selected managers or gym managers must also be based on individual framework conditions. The SayWay retail team will be pleased to help you to design your own individual online reporting tool.
In the gym sector, a basic feedback system with satisfaction drivers is generally installed that runs continuously and records the relevant parameters in the gym quickly. SayWay delivers a reliable satisfaction graph together with the reasons for the dissatisfaction in an actionable form that gives each gym a basis for fast decisions.
The complete infrastructure of the feedback devices can be operated quickly and easily by remote control. Either one or all gyms in a chain can launch special surveys or campaigns for a limited period. Examples that have proven effective in practice:
- Collecting customer addresses
- Members recruit new members
- Elect/vote for a Coach of the Year
- Feedback on new equipment or alterations
Feedback terminals can also be used for employee surveys at selected intervals. Member and employee satisfaction are closely linked and can be systematically analysed using SayWay.
- Know the mood in all your gyms all the time
- Focus on the customer experience
- High and permanent participation rates
- Voluntary and anonymous
- Comparable ratings from 200 gyms in Germany, Austria and Switzerland
- Long-term and systematic optimisation of gyms
- Quality control of the success of measures implemented
- Bind your regular members
- Acquire new members through recommendation
- Flexible use for other types of feedback and campaigns
- Helps service/support