GOGO Fitness Center: Leveraging AI-Based Feedback To Achieve 94% Customer Satisfaction

GOGO Fitness Center, a popular gym chain in Finland, has achieved an impressive 94% customer satisfaction score through the innovative use of AI-based feedback data from HappyOrNot.

HappyOrNot data revealed that dissatisfaction was primarily due to locker room cleanliness during early mornings. By adjusting the cleaning schedules and ensuring the facilities met the expectations of this demographic, GOGO significantly boosted its customer satisfaction. | Photo: HappyOrNot:

This remarkable accomplishment highlights the power of real-time, demographic-specific insights in enhancing customer experience and operational efficiency.

Since 2012, GOGO Fitness Center has partnered with HappyOrNot to gain a deeper understanding of their customers' needs and satisfaction levels. One of the pioneering adopters of HappyOrNot Demographics, GOGO leveraged this AI-powered feature to capture the estimated age and gender of feedback providers anonymously.

This allowed them to identify trends and pinpoint specific areas needing improvement without lengthy surveys or manual data analysis.

Vuokko Kronqvist, Fitness Director at GOGO, recalls a critical turning point: “HappyOrNot demographics helped us quickly pinpoint a dip in satisfaction from men between 45 and 64 who were visiting the center in the early morning. We discovered the root cause to be locker room cleanliness and promptly adjusted cleaning schedules. This resulted in significant improvement to our customer satisfaction score, reaching an impressive 94%.”

Remarkable Improvements in Satisfaction

The results were immediate and profound. With the implementation of the demographic insights, GOGO Fitness Center saw a 73% increase in visitor satisfaction during early morning hours.

This precise targeting and resolution of customer issues also led to a +7 Happy Index points above the gym and fitness industry average of 86.

“HappyOrNot’s feedback system was helping us see clear variations in service performance,” explains Vuokko.

“We wanted to dig deeper into the feedback to connect these variations to specific customer groups. The demographics feature allowed us to do this efficiently, without spending a lot of time on data analysis.”

Actionable Insights and Continuous Improvement

The AI-based demographic data revealed that dissatisfaction was primarily due to locker room cleanliness during early mornings.

By adjusting the cleaning schedules and ensuring the facilities met the expectations of this demographic, GOGO significantly boosted its customer satisfaction. In just six months, the satisfaction score for early morning visits skyrocketed from a Happy Index of 54 to 93.

GOGO's commitment to customer satisfaction extends beyond just addressing complaints.

They continuously leverage anonymous demographic data, along with location, time period, and open text comments, to identify and address further areas for improvement. This proactive approach ensures that all members enjoy their workout experience.

“The demographics feature gives us crucial real-time insight without the need for extensive data analysis or additional customer surveys. It lets our staff focus on supporting our customers with their workouts, and our customers focus on their fitness,” adds Vuokko.