Case Studies

Fitness First Case Study

Fitness First appointed Douglas Stafford in 2009, to support and enhance a specialist programme that their Training department was working on in order to promote excellent customer handling techniques and processes to help increase customer satisfaction and loyalty to the brand.

Through the use of Video Mystery Shopping and Client Satisfaction Analysis Surveys on the Fitness First Gym network as well as real customers exiting their Gyms after a training session, Fitness First were able to identify good and poor practice and use this as a platform to create new customer handling initiatives to be able to excel in their market place.

From the findings of these Performance Measurement Surveys, a Best Practice DVD was then produced to be able to train Fitness First customer handling staff across the UK as well as use this as a training and development tool for new staff members.