Delivering smarter service to transform member retention
Fitness First
10%
Increase in member satisfaction
40pt
Improvement in member net promoter score
5%
Increase in
member retention
The challenge
With over 950,000 members in 16 different countries, Fitness First is a leader in a global fitness industry that is rapidly fragmenting and being disrupted by the rise of a number of budget operators. Following a £75m investment in club re-fits and the repositioning of the brand as a premium offer, Fitness First needed to further differentiate themselves through their greatest assets: their people and their member experience.
The solution
Working with Fitness First’s HR, Marketing and Operations teams, we defined and delivered a service improvement programme designed to:
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Embed a global member segmentation
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Equip teams to attract, serve and retain their most valuable members
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Help club teams to identify different segments and deliver tailored service styles
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Drive the proactive actions required to improve member retention and profitability
If you'd like to understand this project or our approach in more detail,
email hello@dragonfishuk.com or call 023 8082 8505
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