It costs 5-6 times more to recruit a new customer than it does to retain an existing one! Any business needs to know what their customers think, what they want and what their future intentions are, the leisure & spa industries are no different
Some venues may conduct a ‘one off annual survey’ to their members but don’t follow this up, whilst others may conduct a ‘member exit survey’ which is way too late.
The links in the middle that measure member integration, and customer satisfaction are the factors that see successful clubs thrive. It’s about measuring customer experience from their initial enquiry or starting point right through to their integration or departure.
Venues which adopt these simple strategies see better customer retention and more repeat visitors than those who fail to ask; as the perception is that they don’t care or value their customers opinions!
Customer Satisfaction Survey Templates
- New Member Integration Survey: Leisure
- Member Retention Survey: Leisure
- Member Exit Survey: Leisure
- Group / Personal Training Survey: Leisure
- Guest Experience Survey: Spa
- Massage / Facial Treatment Survey: Spa
- Customer Service Tracker
- Bespoke Survey