{"id":10491,"date":"2026-04-20T09:38:57","date_gmt":"2026-04-20T09:38:57","guid":{"rendered":"https:\/\/feedback4sports.com\/?p=10491"},"modified":"2026-04-20T09:38:57","modified_gmt":"2026-04-20T09:38:57","slug":"the-invisible-eyes-within-piazza-sports","status":"publish","type":"post","link":"https:\/\/feedback4sports.com\/en\/the-invisible-eyes-within-piazza-sports\/","title":{"rendered":"The invisible eyes within Piazza Sports"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row full_width=&#8221;stretch_row_content_no_spaces&#8221; el_class=&#8221;extra-margin-desktop&#8221;][vc_column][vc_separator color=&#8221;custom&#8221; border_width=&#8221;6&#8243; accent_color=&#8221;#21b2d8&#8243;][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1569840694595{margin-top: -70px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1569840700387{margin-top: 0px !important;margin-bottom: -40px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][vc_single_image image=&#8221;302&#8243; img_size=&#8221;25px&#8221; css=&#8221;.vc_custom_1569840523840{margin-top: 0px !important;margin-bottom: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8221;][\/vc_column][\/vc_row][vc_row css=&#8221;.vc_custom_1599551886679{margin-top: -50px !important;padding-top: 0px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1569840551235{margin-top: 0px !important;padding-top: 0px !important;}&#8221;]<style>#breadcrumb-6add878e98c14 li::after { content: \"\u00bb\" }<\/style><ol class=\"wwp-vc-breadcrumbs \" id=\"breadcrumb-6add878e98c14\"><li class=\"visited\"><a href=\"\/\">Home<\/a><\/li><li class=\"current\"><span>The invisible eyes within Piazza Sports<\/span><\/li><\/ol>[\/vc_column][\/vc_row][vc_row el_class=&#8221;aw-row-reverse-mobile&#8221;][vc_column width=&#8221;2\/3&#8243; offset=&#8221;vc_col-xs-12&#8243;][vc_column_text css=&#8221;&#8221;]<span style=\"color: #40b2d9;\">Nikki van Hees &#8211; Piazza Sports<\/span><\/p>\n<h1>The invisible eyes within Piazza Sports<\/h1>\n<h2>Being heard is sometimes enough<\/h2>\n<p>[\/vc_column_text][vc_separator color=&#8221;custom&#8221; align=&#8221;align_left&#8221; el_width=&#8221;10&#8243; accent_color=&#8221;#000000&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p>She grew up almost inside the gym. Now, Nikki van Hees is co-owner of Piazza Sports in Houten, and she runs the club the way she knows it: personally, engaged, and always listening.<br \/>\nFeedback at Piazza Sports is not an item on the agenda. It is a way of working.<\/p>\n<h2>Got into it and never let go<\/h2>\n<p>The feedback journey started via the VES. Through that route, they were able to use a free basic package from Feedback4Sports at the time. Nikki dove into it. \u201cWe found it very interesting, but at the beginning we did not do much with it.\u201d That changed quickly. Because anyone who really starts looking at what comes in does not want to be without it anymore.<\/p>\n<p>By now, as Nikki herself says, they are \u201ca bit deeper into it.\u201d A full Feedback4Sports package, with more feedback moments and extensive analyses. And every month, they change something within the club based on what members share.<\/p>\n<h2>Every Thursday someone is ready<\/h2>\n<p>At Piazza Sports, everyone gets an answer. Always. Four fixed employees focus on it every Thursday. They read carefully and respond to everyone. This is never done with a standard email. \u201cWe always read the reviews ourselves and always respond personally.\u201d<\/p>\n<p>If something stands out in the improvement points, a phone call follows. Even at a 6 or lower, a call is made. Every quarter a large overview is put on the table: a top 3 of improvement points and a top 3 of what is going well. Based on that, decisions are made. And what changes? That is shared in the newsletter, so members know as well.<\/p>\n<h2>What you do not see, you do not know<\/h2>\n<p>Nikki is everywhere, but not everywhere at the same time. And she knows that. \u201cYou do not know everything that is going on, and most members do not just walk up to you.\u201d<\/p>\n<p>Once, through feedback, she was told that an employee showed behaviour that was not appropriate. \u201cOur members did not feel comfortable telling us directly, but they did share it via feedback. Without this, we would never have found out.\u201d She took appropriate measures and solved the issue.<\/p>\n<p>The same applied to a woman who did not feel comfortable in certain situations. Never said out loud, but still filled in. \u201cPeople do not say that to your face like that. With feedback, we pick up these signals and receive valuable information you can really work with.\u201d<\/p>\n<h2>Sometimes listening is the answer<\/h2>\n<p>Feedback also gives Piazza Sports something you do not see in a graph: members who almost cancelled and did not.<\/p>\n<p>\u201cI think people sometimes just want to get something off their chest. Regardless of whether the problem is solved. Sometimes people simply like to be heard. At that moment, we just listen to our members. Do you know what happens after that? Often they walk around satisfied afterwards and become ambassadors!\u201d<\/p>\n<p>Houten is a village, and in villages, you rely on word of mouth. Nikki knows that and finds it important that people speak positively about the club. If someone had a bad experience during registration? Then she calls them herself, offers appropriate compensation, and solves it. \u201cThat is why people sometimes stay instead of leaving.\u201d<\/p>\n<h2>Feedback becomes more positive. And that is no coincidence<\/h2>\n<p>Nikki sees a clear pattern. \u201cAt the beginning, the feedback was a bit more negative. Now it is becoming more positive.\u201d Not because the members have changed, but because Piazza Sports responds to everything that comes in.<\/p>\n<p>\u201cIf you address everything, little negativity remains.\u201d There is one thing that comes back more often in feedback and is difficult to solve. That is phone use on the gym floor. Everything solvable? We see that disappear from the feedback.<\/p>\n<h2>And then there is Reformer Pilates<\/h2>\n<p>Piazza Sports opened Calma, a Reformer Pilates studio with its own name, in a separate building. Here too, clear feedback is collected via a survey with its own QR code, directly linked to the system. Everything in one place, but always clear what the feedback is about.<\/p>\n<p>\u201cPeople do not fill it in quickly when they are completely satisfied.\u201d Nikki knows that. But the responses that do come in are gold: an extra class, a slightly larger room. \u201cThey are often small things, but it is nice to know what is going on in their minds.\u201d<\/p>\n<p>Because that is what it is all about for Nikki. She does not wait until a member decides to leave, but wants to know what is going on, take action, and make sure people want to stay.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243; css=&#8221;.vc_custom_1761031118275{margin-top: 50px !important;}&#8221; offset=&#8221;vc_col-xs-12&#8243;][vc_single_image image=&#8221;10487&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; css=&#8221;&#8221; el_class=&#8221;mobile-reverse-inner-row&#8221;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>At Piazza Sports, feedback is central to daily operations. Discover how Nikki van Hees captures member signals, takes action, and retains members by truly listening.<\/p>\n","protected":false},"author":77,"featured_media":10487,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"categories":[65],"tags":[],"class_list":["post-10491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-story-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Feedback at Piazza Sports: how the club truly listens to members<\/title>\n<meta name=\"description\" content=\"At Piazza Sports, feedback is central to daily operations. 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