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Case Study

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.

Testimonial

‘Douglas Stafford catered for our bespoke needs in developing a performance improvement project through the use of mystery shopping and customer satisfaction analysis in order to support our ongoing training and development programme. I found Douglas Stafford’s account team extremely friendly and accommodating to our needs as well as providing a fantastic, quick, yet professional service’

David Jones
Head of CRM
Fitness First