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Welcome to the webinar! We will begin the presentation shortly.

Today’s Host

Speaker: Greg SklootVP Growth at Netpulse

3 Key Takeaways for Today

1. Why email surveys are dying

2. How Uber grew to $50B+ using mobile feedback

3. How fitness industry can use mobile feedback

Imagine if you had a crystal ball...

You would know:

1. Exactly what members are thinking after each club visit

2. When to take action

3. How to prioritize goals and objectives

Feedback: How It’s Done Now

Same Old Problems

Good tools to start, but they don’t occur at the right time.

● Often too late to take action

● Often anonymous

● Requires effort from staff

● Unhelpful comments that end up in the trash

● Low response rate for email

Email Surveys are dying

Goals of Successful Feedback Program

How did Uber crush the Taxi industry?

Challenge Deliver a world-class customer service to the taxi industry

Solution Integrate customer feedback into the experience

Uber Mobile Feedback Results

Now Uber is worth $50 billion

Uber has grown to be the #1 taxi company and worth a whopping $50 billion.

● Extra friendly drivers

● Free water bottles

● Clean and tidy cars

● Average rating of an Uber ride is 4.8/5

How Uber Succeeded at Collecting Feedback

1. It’s built into the user experience

2. It’s required by all customers

3. It’s on mobile, making it quick and easy

Mobile Feedback for Health Clubs

Member finishes a workout

1

Member gets a prompt to provide feedback automatically in the

Club Mobile App

2

Member can provide additional details

3

Club Staff receives feedback in real-time and can take action

immediately

4

Mobile Feedback Dashboard

● Receive feedback in real-time

● Call or email a member with just a click

● View a member’s rating history

Your Club’s Feedback All in One Place

Member Benefits

Members provide feedback through their smartphone, which

they use everyday

Seamless Experience Habit Forming

Members can quickly tap their response instead of filling out a

lengthy survey

Empowerment

Offering members an easy way to give feedback

increases member retention

Club Benefits

You can take action based on individual member feedback

Find Upsells, Prevent Cancellations

Increase Quality of Service

Staff perform better whenthey’re being rated

Promote Positive Reviews

Club advocates are prompted to post to Yelp

Improving Your Club’s Value

Unlock mobile feedback and start generating positive returns for your club!

● Seamless experience

● Provides actionable insights

● Understand which members to upsell, which to save

Mobile feedback is the most effective way to understand members

Get the ebook!

http://offers.netpulse.com/download-unlocking-mobile-feedback

gskloot@netpulse.com netpulse.com877-NETPULSE