• Mystery Shopping your Customer Experience

  • When you own a business, it goes without saying that you will always want to ensure that you’re providing the best possible user experience to your members. However, as your members’ needs and wants change over time, it can sometimes be difficult to continue providing the high standard of customer experience that you’re striving for. Thankfully, mystery shopping companies have a number of services that can greatly benefit you in this regard.  


    Mystery shopping is frequently used in the health and fitness industry, and the services provided by these expert companies can help you to improve business-critical areas, such as employee engagement and customer satisfaction. If you’re wondering what leisure centre mystery shopper services are available to you and which are most beneficial to use, below we have looked into some of the different ways experienced mystery shopping companies can help you.  


    Video mystery shopping 


    This leisure centre mystery shopper service isn’t too dissimilar from standard face-to-face mystery shopping, but it provides you with the best possible insight into how well your team is doing. Video mystery shopping is perfect for any businesses that have a lot of customer interaction and it can greatly benefit your leisure centre in so many different ways.  


    As the name of this particular service suggests, a mystery shopper will wear state-of-the-art recording equipment and record their whole experience at your leisure centre. The video content provided by this service won’t just help you to establish where changes need to be made, but it even allows employees to see for themselves what they’re doing well and how they can improve, and it can be a hugely valuable training tool as well. 


    Member journey research 


    Arguably, this is one of the best leisure centre mystery shopper services available and it is very different from how traditional mystery shoppers work. Member journey research is designed to help you better understand the long-term relationship between your leisure centre and its members, which is sometimes more beneficial than the quick interactions of other services.  


    Simply put, when undertaking member journey research, a mystery shopper will become a member of your leisure centre for a predefined period of time and they will behave like any other member, using all of the services your centre provides. A mystery shopper will then feedback on all aspects of their membership, giving you an insight into your user experience in a whole new way. This service really will provide you with invaluable information about your leisure centre.  


    Competitor shops  


    Due to the fact that the number of leisure centres prospective members have to choose from is on the increase, a competitor shop service can be incredibly advantageous. This leisure centre mystery shopper service is fairly self-explanatory and it involves mystery shoppers going into competitor centres and interacting with their employees.  


    This particular service is very useful when you’re losing members to another local leisure centre and it will give you a much better idea of what makes another centre appealing to members. By knowing what other leisure centres are doing well, and also what they’re not so great at, you can begin to understand what sets you apart from your competitors and what you can improve on to make your centre stand out for all of the right reasons.  


    Using leisure centre mystery shopper services  


    All in all, there is no denying that when you’re wanting to improve the user experience you provide at your leisure centre, all of the mystery shopping services mentioned above can be incredibly beneficial to use. It is easy to see why so many businesses within the health and fitness industry turn to mystery shoppers nowadays and if you’ve never used services of this kind before then they are undoubtedly worthwhile trying.  


    Whenever you’re looking for leisure centre mystery shopping services, be sure to contact us here at Proinsight. We are in the best possible place to understand what makes a great user experience in this industry as our management team have all held senior positions in David Lloyd, Everyone Active and Anytime Fitness. You can turn to us in confidence knowing that your leisure centre will be in the best hands with our incredibly experienced team and we will do all we can to help you improve your centre for your members. We look forward to hearing from you.