As consumers, each and every day we experience countless interactions with customer service. From ordering our morning coffee to buying a t-shirt through an online store, we are constantly in contact with the customer service teams of countless companies. It is well known that good customer service is essential to ensure that companies can attract new customers and retain existing ones. This is true across all industries, which is why providing exemplary customer service is a must in the fitness industry as well.
To emphasize the importance of customer service in the business world, here are some key statistics:
- 83% of customers say they feel more loyal to brands that respond and resolve their complaints (Khoros)
- 86% believe that good customer service turns sporadic customers into long-term “brand champions” (Khoros)
- 89% of consumers are more likely to make another purchase after a positive customer service experience (Salesforce Research)
- 90% of consumers globally rate problem resolution as their top customer service concern (KPMG)
One of our key values at Life Fitness is to be people-focused; this drives our business decisions and is present in everything we do. We apply this philosophy both in our relationships with internal and external stakeholders: we want to make the world of fitness a happy, successful and collaborative industry to be part of.
A key aspect of this is ensuring that our customer service and support team are top-notch, made up of caring, experienced and trustworthy colleagues. As a company, we have worked in conjunction with feedback from our customers and partners to improve and refine our customer service and the process we use.
1. Experienced and reliable technicians
We have a team of 21 highly trained technicians committed to offering the best support to our customers. This team, which is spread throughout the Iberian Peninsula, offers exceptional support to our clients, reducing the downtime of fitness equipment so that members can train at their own pace and achieve their goals. In addition, they are supported by a central technical service team more than willing to help them with any challenges that technicians may be less familiar with.
We work to achieve the best possible results, optimizing the First Time Fix Rate, that is, the speed at which our technicians can solve a problem on their first visit to a facility. This minimizes equipment downtime and minimizes the time required to resolve the incident. Currently, our FTFR is 94% (2022 data). We are very happy with these results, but we will continue to work hard to continue to improve our service and performance to provide an even better experience for our customers.
2. Organized and knowledgeable remote support
In addition to our team of technicians who visit our customers’ sites in person, we also have a strong remote customer support team who manage our phone lines and customer support inbox to ensure that inquiries and issues are addressed. board as quickly as possible. What’s more, this team is dedicated 100% to ensuring that Life Fitness customer support is one of the best in the industry.
Their key goals include a 90% customer satisfaction rate and a 24-hour response time on customer emails. You can read more about all this in our article “Spotlight On”, where Alejandro Miravet, post-sale technician, shares with us his day-to-day life and how he supports our customers.
3. Customer feedback
We rely on our customers’ feedback to keep us informed about the service they receive and what they’d like to see in the future from the Life Fitness customer support team. For this reason, we constantly carry out customer satisfaction surveys, which allow us to understand what we are doing well and where we need to improve, and we use these insights both to improve our customer service and to improve other areas of our business.
For many years we have been working to refine and fine-tune our service offering, which has been reflected in some of the recent feedback we have received from our customers. Here are a few that the team is extremely proud of:
“Good communication when solving the fault, they quickly gave me an appointment and replaced the defective parts. Excellent thanks.”
“Very efficient service.”
“There is nothing too difficult for the technical team, and they are a pleasure to work with. Always happy to help and extremely responsive.”
“Our technician was fabulous, he was very responsive when it came to solving a problem with one of our new gym machines and it was a pleasure to work with him.”
If you already have your center equipped with Life Fitness gym machines, be sure to send your feedback when you meet with our support team. We have several
