Snap Fitness Set To Elevate Performance With Mystery Shop Program Rollout
Service excellence and maintaining a competitive edge in the fitness industry has seen Snap Fitness become the largest national fitness brand to roll-out a monthly mystery shop program, in partnership with
Mystery Shopping for Fitness Businesses, across its 260+ clubs in Australia.
With record franchise enquiry and new club openings spearheading Snap Fitness’ growth, the business is focused on ensuring optimal operational performance to ensure member experiences are meeting brand high standards regardless of location.
Snap Fitness National Operations Manager Sam Wiltshire said the launch of the mystery shop program with Mystery Shopping for Fitness Businesses was not only about ensuring an elevated level of customer service and club experience for members, but also improving performance and ongoing education of frontline staff.
“Our customers are our biggest priority and the more we, as a global business, can do to provide them with a positive experience and exceed their expectations, the better it is for everyone – especially our franchisees,” Mr Wiltshire said.
“Brand loyalty and reputation are particularly important for Snap Fitness and the monthly mystery shop program will ensure we continue to focus on these vital aspects of our business.
“By providing a frequent and comprehensive summary back to each club or franchisee, as well as our operational team, we can regularly review and look at key operational trends and provide relevant ongoing training.”
Mystery Shopping for Fitness Businesses General Manager Lisa Lord said mystery shop programs were important for franchise businesses as they ensure consistency across multiple touch points.
“Consistency is the key and franchise businesses depend on providing a uniform experience to uphold their brand reputation. Mystery shopping will assist in identifying if each location is meeting brand standards, maintaining a competitive edge and delivering excellent service to prospects and members,” Ms Lord said.
“An effective sales process can make, or break membership drive and mystery shopping will help franchisees fine tune their pitches and provide valuable feedback for ongoing training and development.
“Mystery Shopping for Fitness Businesses was launched by Active Management as a dedicated brand in 2020 and today our mystery shop program provides invaluable insights to elevate sales standards and set fitness businesses apart.”
AUSactive CEO Barrie Elvish said it was commendable to see Snap Fitness focused on continual improvement across their network.
“We’ve seen some fantastic growth across our industry in recent years, including Snap Fitness and it’s important we continue to set a high standard of service as this accelerates,” Mr Elvish said.
“Snap Fitness’ mystery shop program is a great example of a franchise network understanding the importance of continual improve.
“Frequent feedback from members to franchisees helps businesses improve and this ensures the bar remains high when we look at confidence in our sector and the credibility of brands and operators we have nationwide.”
For more information about Snap Fitness visit www.snapfitness.com.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.