How Satisfied are Your Customers?

Customer satisfaction is more important today than ever before. Given the large number of choices consumers have in almost every market, companies that listen to their customers have a distinct advantage.

A customer satisfaction survey is an invaluable tool for small business owners. Surveys can help determine how customers are feeling about a gym’s customer service, web experience, products or services. It can also help gyms get to know their athletes to better communicate with them.

The best survey questions typically include an overall rating, a rating of their offerings or customer service experience, as well as some open answer questions so customers can give constructive feedback.

Gyms who listen to their athletes’ praises, complaints, and opinions ensure their future growth and success by making needed improvements or altering their communication strategies.

Surveys can be sent out strategically to identify specific types of improvements that need to be made. But it’s also important for companies to send out surveys while business is good. This way they can get an idea of where they stand with customers, how their prices compare to their competitors or if their customer service is lacking. If an overwhelming response is received on any one topic, that can be used to identify where changes need to be made before a member is lost.

Below are some examples of questions you should be asking in your surveys regarding your business:

  1. Please rate your experience at [INSERT BOX NAME].
  2. How would you rate the overall atmosphere and layout?
  3. How helpful did you find the front desk team? Did they walk you through the check-in and class process, along with giving you a tour of the gym on your first visit?
  4. How would you rate the coaching staff?
  5. What rating would you give our website?
  6. How likely are you to recommend our gym to a friend or family member?
  7. How would you rate our prices (with 1 being not worth the value, and 5 exceeding the value)?
  8. How would you rate our amenities (showers, bathrooms, locker room, etc.)?
  9. Do you feel we represent the gym correctly on social media channels?
  10. Are you likely to buy a membership?

At the bottom of each question, be sure to ask how you could improve in each area with a blank space for survey takers to input their own answer.

Kaitlyn Clay
Kaitlyn is a staff writer for Peake Media. Contact her at kaitlync@peakemedia.com.