Health and Fitness Centers Get Lift from Improving Customer Satisfaction, J.D. Power Finds
Planet Fitness Ranks Highest in Customer Satisfaction
COSTA MESA, Calif.: 14 June 2017 — More than three-fourths (76%) of health and fitness center members did not experience any issue in the past year, contributing to an overall satisfaction increase, according to the J.D. Power 2017 Health and Fitness Center Satisfaction Report,SM released today. Overall satisfaction increases to 831 (on a 1,000-point scale) in 2017 from 826 in 2016.
As health and fitness centers take steps to improve customer satisfaction, their members are responding by exhibiting strong customer loyalty. For example, 90% of customers say they either “definitely will” (53%) or “probably will” (37%) recommend their health and fitness center to a friend, relative or colleague. Similarly, 89% of customers say they either “definitely will” (51%) or “probably will” (38%) renew their membership with the same health and fitness center.
Following are some key findings of the 2017 report:
- While 76% of members did not experience any problems or issues within the past year, those who encountered a problem did so due to the equipment (59%) or the restrooms/locker rooms (55%).
- Nearly two-thirds (64%) of members indicate they chose their health and fitness center based on its location. Slightly less than half (47%) say they like the facility and 40% selected the facility based on its availability and amenities.
- More than three-fourths use cardio equipment (77%) and the bathrooms (73%) when at the facility.
- Almost half of members (44%) attend mind and body classes while 38% attend aerobics classes.
- Although 63% of members do not receive a discounted membership, among those that do, 37% are provided the discount by their health plan and 33% by their employer.
Health and Fitness Center Satisfaction Rankings
Planet Fitness ranks highest in customer satisfaction (872) for the first time, performing particularly well in the factors of cleanliness; equipment condition; price; and safety. Overall satisfaction has risen 16 points from 2016.
Equinox and Gold’s Gym each rank second with scores of 861. Satisfaction increases 23 points year over year for Equinox, which performs particularly well in the factors of cleanliness; variety of classes; and variety of equipment and amenities in the facility. Gold’s Gym performs particularly well in helpfulness of the staff, although overall satisfaction decreases 17 points from last year. Ranking fourth is 24 Hour Fitness with a score of 835, which is 3 points higher than in 2016.
The Health and Fitness Center Satisfaction Report,now in its third year, measures customer satisfaction with health and fitness centers by examining seven factors (in alphabetical order): cleanliness; equipment condition; helpfulness of the staff; price; safety; variety of classes; and variety of equipment and amenities in the facility
The 2017 report is based on responses from 1,413 health and fitness center members who visited their club in the past six months. The study was fielded in April-May 2017.
For more information about the J.D. Power Health and Fitness Center Satisfaction Report, visit http://www.jdpower.com/resource/us-health-and-fitness-center-satisfaction-report.
See the online press release at http://www.jdpower.com/pr-id/2017082.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.
About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info