Spas, wellness and fitness clubs
Does the membership feel worth renewing?
Spas and clubs sell a feeling as much as a service. We assess the full member or guest journey, from the first enquiry to the renewal conversation, and grade it against your price and promise.
What we examine
| Touchpoint | What we look at |
|---|---|
| Enquiry and tour | Response time, the tour, pressure, honesty about terms |
| Arrival | Reception, changing rooms, towels, scent, temperature |
| The service | Therapist or trainer manner, timing, the room, transitions |
| Facilities | Cleanliness through the day, equipment, quiet areas |
| Renewal | How renewals, cancellations and complaints are handled |
What you receive
A confidential, graded report: each touchpoint marked Generic, Considered, Distinct or Signature against the class you sell at, five readings across the whole experience, the evidence behind every finding, critical issues flagged at once, and the smallest changes that would lift the experience, in order of priority. The report is yours whether or not you continue.
Confidential. We never publish our clients. Every engagement is confidential, and the credit is always the client's.
See a sample reportQuestions
Do you assess gyms as well as spas?
Yes. Any club or wellness business whose members judge it on the whole experience, not only the equipment or treatment.
Can you test the membership sales process?
Yes. The enquiry, the tour and the sign-up are often where premium clubs read least premium.