Les Mills
In a people based business like the fitness industry, what your customers think is sink or swim stuff. Les Mills keep suggestion boxes in their reception areas, talk to their customers as much as they can and have been surveying members for 10 years. With The Survey Company's online survey, they doubled their response rates, and vastly expanded their customer knowledge.
It is much more professional and way less cumbersome than how we did it before.
"I was blown away by the responses", said Kate White, customer services manager for Les Mills Christchurch. "We got about a 35% response! Usually we wouldn't get more than 20%. It is an incredibly fast and simple way to pull out data and it is much cheaper on a per-survey basis."
Combining the climb in responses with almost tripling the number of questionnaires sent out due to the ease of the email format meant that the amount of information being received was miles ahead of previous years.
Gerry Salmon, centre manager for Les Mills Wellington, said, "We use this info as a barometer of how people are enjoying the centre. The more we can get the better - the more accurate the barometer. It is much more professional and way less cumbersome than how we did it before."
After years of sending out paper-based surveys, not only did Les Mills find out more about their people, but with the ease of reporting and live access to data collection, they found they could watch as things happened without taking time out from the real job of keeping people fit.
More info
- Les Mills run a Customer Satisfaction survey on a quarterly basis.
