• Mystery Shopping your Customer Experience

  • The health, fitness and wellbeing industry continues to grow year on year and it really is one of the most thriving industries. Not only do millions of people in the UK have a membership to a leisure centre or a gym, but there are more new health clubs and similar facilities opening than ever before, so the industry is incredibly competitive.  


    When you operate a leisure centre, working with a mystery shopping company can be really beneficial and their services, from face-to-face mystery shopping to member journey research, can help you ensure that you continue to stand out from the competition. A mystery shopper can give you a useful insight into various aspects of your business and mystery shopping programmes are more useful than you may initially realise. After a mystery shop, you will receive honest and constructive feedback about things such as;  


    The quality of your services  


    Not only will leisure centre mystery shoppers provide you with an insight into the quality of your customer service, but they will also provide feedback on the quality of the different services you offer at your leisure centre. Whether you only have a swimming pool and a gym at your centre or you also offer a range of fitness classes, learning more about these services from a customer’s point of view can be very advantageous.  


    The member journey in the health, fitness and wellbeing industry is vital to your success and when your services don’t disappoint, you can prevent members from moving to your competitors. This is particularly important as we head into the new year as the fitness industry always experiences increased interest throughout January.  


    The cleanliness of your centre  


    Whilst they’re visiting your leisure centre, mystery shoppers will also be looking at the centre itself and they will bring to your attention any problems with things such as cleanliness. When your leisure centre isn’t up to standard in this regard, it will be affecting customer satisfaction and likely result in members cancelling their membership. With the help of a leisure centre mystery shopper, you can ensure no part of your member experience is letting you down.  


    The approachability of your team  


    As touched on above, mystery shopping provides an insight into your customer service and it is essential to ensure that your team is providing great customer service to all members. The feedback from a leisure centre mystery shopper will be inclusive of how friendly, helpful and approachable your team is, and they will offer an insight into every interaction they have with your centre. Using this feedback, you can ensure that you’re providing a positive experience across the board, after all, member experience is just as important as membership sales. 


    The safety of your equipment 


    Leisure centre mystery shoppers will use your leisure centre just like any other member and they will experience everything that you have to offer. Whilst participating in fitness classes or using your gym equipment, for example, mystery shoppers will highlight any problems that you might not previously know about, enabling you to make any required improvements. Mystery shopping isn’t just about ensuring customer satisfaction it’s about ensuring member safety too.  


    Working with a leisure centre mystery shopper 


    Ultimately, working with a mystery shopping company is undeniably worthwhile when you operate a leisure centre and using a range of mystery shopping services will aid the ongoing success of your business. If you’re looking for a leisure centre mystery shopper to assist you, be sure to explore the rest of the Proinsight website today. With many years of experience behind us, we can provide you with the insights you need into all aspects of your centre.  


    At Proinsight, we currently mystery shop for a range of health and fitness operators here in the UK including; Snap Fitness, David Lloyd and Link4Life. You can turn to us for mystery shopping services in confidence knowing that we have the expertise required to help you get the most out of every single mystery shop. We can help you to create a bespoke mystery shopping programme that is perfect for your leisure centre and every project we deliver is unique. Should you have any questions at all about the services we provide, feel free to get in touch with our knowledgeable team today.