Making the member experience visible
When it comes to gyms and leisure centres, mystery shopping matters. It catches the gap between what’s promised, and what’s delivered – and that can be the difference between a membership being cancelled or renewed.
We currently mystery shop most of the major operators in the UK, including Snap Fitness, Village Hotels and David Lloyd, and we're a key partner for the ukactive awards – the industry's most significant recognition of good practice.
What’s more, our management team have held senior roles at David Lloyd, GLL, Parkwood, Everyone Active and Anytime Fitness, so when we talk about what great looks like in the sector, it's because we’ve seen it first hand.
The 2026 Health & Fitness Customer Experience Report
Download the latest Health & Fitness Customer Experience Report, analysing over 5,500 mystery shops over a 12-month period.
Where are customers happy, and where could they be happier? What could your health & fitness business do to buck the trend?
