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Anytime Fitness Basingstoke has trialled a new customer feedback solution called RatingsPlus ahead of its official launch later this year.
The system rewards members for taking the time to answer two questions, offering comments and suggestions in real time. It features a dashboard that reports and analyses ratings, enabling a gym to adapt and respond proactively to feedback.
Club owner Tom Norbury has been impressed with the results of the trial, saying the tablet installation has allowed the club to get closer to its members, while providing insights into improving the running of the business.
He said RatingsPlus would be installed at his next site. “We have been able to address a number of small issues, such as locker space and additional equipment, that may have otherwise gone unsaid. This has helped us to improve our members’ experience.
“In a customer facing business people will often avoid the confrontation of face-to-face complaints or suggestions, and will go back and tell 10 friends about a bad experience. Through RatingsPlus, we are able to gauge and respond to our members’ needs, and then make them feel valued by rewarding feedback via the platform’s inbuilt loyalty system.”
Terry Webb, CEO of RatingsPlus, said he was aiming to “disrupt the market with a low-cost solution that allows businesses to gather crucial information on their customers, without having to pay out for high cost market research”.
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