Fitspace are a nationwide chain of gyms who offer an affordable, safe and clean environment to their 40,000 members, encouraging people to work out regardless of their experience. By cutting out the luxury added extras which gyms and health clubs typically offer, Fitspace are able to pass that saving directly to their members, offering membership rates from just £10, low joining fees and flexible contracts.
Fitspace highlighted mobile as a way to convert prospects into gym members and to encourage ex-members to re-join the club and to engage with existing members. The prospect list is made up of people who have used guest passes and been referred by other gym members.
The Textlocal Surveys and Forms tool gave Fitspace a new ability to engage with customers and prospects, giving on-the-spot interaction and instant feedback from even the hardest to reach people.
A new CRM system currently in implementation will also give more reach and accuracy when contacting existing members with automatic reminders and alerts on classes, opening times and special offers using the Textlocal API Gateway.
An incentivised customer retention survey was created using the Textlocal Survey Tool to gather accurate feedback from members on what their personal fitness goals are, if they had used the personal fitness plans from the trainers and what additions and changes they would like to see at their club. The survey was delivered to 26,000 members, generating 1,500 responses which were clearly displayed in graphs and charts and downloadable via CSV file in Messenger, allowing the results to be analysed per club. This volume of response is significantly higher than those previously attempted via email.
A one question survey was sent to prospects and ex-members, simply asking them how many times a week they work out. In return for completing it they would receive an offer code to join or re-join for free. This gave instant brand awareness as soon as the user clicked through to the survey, while gathering on-the-spot feedback about the exercise habits of their potential members, allowing Fitspace to target them more accurately.
Promotions are sent to prospects and ex-members offering discounted or no joining fee and just £10 a month membership. Each club has its own unique promotional code which can be redeemed over the phone, online or in the gym. A single SMS send over one weekend generated 55 new gym memberships across various sites, whereby the joining fees alone covered the cost for the SMS send.
One SMS send generated 55 new gym members across one weekend, more than paying for the cost of the text messages
—Guy Griffiths, Marketing Manager, Fitspace