Service Shoppers

Working with a secret shopping company will give you valuable insight into your members' experiences, and help you to improve your level of service.

What is the one thing that sets your facility apart from its competitors? The most frequent answer to this question is customer service/attention to the member. But, how do you know your members and potential members are actually receiving the service you intend to give them? The Mystery Shopping Providers Association (MSPA), Dallas, Texas, states that one unhappy customer will tell 10 others about their experience, and that person will tell another 10. With that knowledge, can you afford not to know what your customers' experiences are like? Just like other retail and service industries, fitness centers are turning to secret shoppers and professional surveyors to get a clearer picture of what their members truly experience.

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