Health & Fitness Benchmark Report 2020

Health & Fitness Benchmark Report 2020

2019 was a good year for face-to-face selling. Teams got noticeably better at listening to prospective members and understanding what they wanted. They also got more disciplined about following up. On the phone, performance held steady, although fewer callers were being invited in for a visit.

Digital was the disappointment. After several years of improvement, online enquiry handling slipped back as response times slowed. The report also shows how performance varies by sector and through the year. Using shopper comments, it explores which emotions are most closely linked to a customer recommending a club.

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