“Customers appreciate that their voices are heard.”

For this interview, we speak with Jelle Scherrenberg, the founder of Go!Health clubs. He shares more about his experience with Feedback4Sports.

Why did you start using Feedback4Sports?

“We wanted to provide our members with a powerful and independent platform to give feedback. Feedback4Sports is perfect for this. The feedback gives us insight into our customers’ needs and how we can continue to improve. As a franchisor, it’s also important to know what’s happening at the various clubs.”

How do you implement Feedback4Sports?

“On the advice of Feedback4Sports, we request feedback at different moments in the customer journey. This ensures a continuous flow of feedback. We share this feedback on our website, so we always have recent customer stories to share.

Another advantage is that Feedback4Sports is integrated with ClubPlanner. We can see all feedback and scores within ClubPlanner. When we receive feedback, a task is immediately created. It’s up to the respective location to follow up on this feedback according to our guidelines.”

What are those guidelines?

“We respond to all feedback! With positive feedback and high scores, we encourage members to bring friends for a trial class. Critical feedback leads directly to action points. We get to work and see what we can do with the feedback.

Sometimes, it’s not possible to address certain issues. Even then, we provide feedback on why a change cannot be made. It’s important to take members seriously and to listen carefully to all comments and suggestions.”

What has changed since using Feedback4Sports?

“We’ve seen a clear improvement in our Net Promoter Score. But that’s not the most important thing. Our members greatly appreciate that we listen to them. Actively responding to feedback, whether through improvements or simply by listening, increases satisfaction and loyalty. And that’s great to see.”

Would you recommend Feedback4Sports to others?

“I would definitely recommend Feedback4Sports. Listening to customers is crucial for keeping your members enthusiastic and engaged. Feedback not only helps in resolving issues but also in creating ambassadors for our gym.”

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Go!Health Clubs are spread across the Netherlands, providing an accessible way for everyone to work on their health. Focused on usability, efficiency, and personal attention, they aim to make fitness easy for all. Want to know more? Visit the website at www.gohealthclubs.nl.