Max Health Club aan de Vliet x Feedback4Sports
Ambani de Haan – Max Health Club aan de Vliet
Ambani, general manager at Max Health Club aan de Vliet, speaks enthusiastically about both Max Health Club and Feedback4Sports. She has worked at her current location for 13 years and has witnessed the transition from Westvliet Family & Health Club to Max Health Club. They use Feedback4Sports to keep a pulse on their service and fine-tune their offerings.
“Even before the pandemic, I was actively working on developing a retention plan. I wanted to proactively respond to our members’ needs, and that’s when I looked into Feedback4Sports. Unfortunately, COVID hit, and we put it on hold. When we became Max Health Club and I heard that Klein Zwitserland was already using Feedback4Sports, I was thrilled!” says Ambani. “Feedback4Sports allows us to gather feedback in a more structured and frequent manner.”
“Retention has always been my priority, even above sales,” Ambani explains. “A strong retention policy enables us to accurately anticipate and respond to our members’ desires, encouraging them to stay longer. That’s the foundation you need before you start focusing on sales.”
Under Ambani’s leadership, an annual member survey was previously conducted for all members of Westvliet. However, that proved to be entirely different from Feedback4Sports: “With Feedback4Sports, we now regularly send out surveys targeted at specific moments in the customer journey. This gives us detailed and ongoing insight into what’s going well and what can be improved.”
The simplification of the survey process to just three questions has led to a higher response rate. “Even when members give us a 10, they often still have valuable improvement points. That’s information we can really work with,” notes Ambani.
The importance of paying attention to feedback is regularly emphasized during team meetings. “In every meeting, I ask the coordinators who has looked at the feedback and what actions we’re going to take. It’s crucial that we take all input seriously and act on it when necessary. Only then can we improve,” says Ambani.
Although Max Health Club is already busy implementing improvements, feedback often leads to concrete changes. “Recently, we installed a mirror wall above the cardio machines. Additionally, we’re working on expanding the free training area. This is really a response to results from member feedback,” Ambani illustrates.
“Our Net Promoter Score is good. Even members who leave our club still give us a nice score. We notice that members leave more often due to relocation or decreased frequency of visits, not because they are dissatisfied,” Ambani clarifies. While these numbers are not definitive, the upward trend shows they are making good progress with improvements.
Ambani concludes: “Feedback4Sports has become essential to our strategy for continuous improvement. It allows us to keep our finger on the pulse and optimize the club experience.”
