When is the best time to survey members?

At the first month, once or twice a year for overall satisfaction, at the end of classes and when someone cancels. Each moment answers different questions.

How do I ask why members cancel?

With a short survey when they cancel: a list of reasons such as price, schedule, moving away or lack of results, plus an open question. Send it by WhatsApp or email.

Does it work for yoga, pilates or cycling studios?

Yes. In a studio the classes and instructors matter most, so you can focus the survey on them and leave out the machines.

Can I put the survey on a QR code at the gym?

Yes. When you publish the survey in SurvIQ, its QR code is created so you can print it. Members answer from their phone without creating an account and you see the results in real time.

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Member surveys for gyms and fitness studios

In a gym or a yoga, pilates or cycling studio, knowing what your members think helps you improve classes and keep them from leaving. A short survey shows what they value about the trainers, the schedule and the facilities, and another one when they cancel tells you why they stopped coming. Members answer from their phone, without creating an account, through a QR code at the front desk or a link by WhatsApp.

What to measure

Member satisfaction

How members rate their overall experience at the gym or studio.

Classes and schedule

Whether they enjoy the classes, find the level right and can fit them into their schedule.

Trainers

The attention, knowledge and motivation they get from instructors and trainers.

Facilities and equipment

Cleanliness, condition of the machines, locker rooms and how crowded it gets at peak hours.

Price and membership

Whether the plan they pay for feels fair and what options would interest them.

Reasons for cancelling

Why a member cancels, to know what can be fixed and who might come back.

Example questions

1.Overall, how satisfied are you with the gym?
2.How likely are you to recommend us to a friend?
3.How would you rate the group classes you attend?
4.The trainers guide and correct me when I need it.
5.How would you rate the cleanliness of the areas and locker rooms?
6.How often is the equipment you want to use available?
7.What class or time slot would you like us to add?
8.What is the main reason you are cancelling your membership?

More questions: Customer satisfaction More questions: Customer cancellation

How to get responses

A QR code at the front desk, in the locker rooms or in the class studios.
The link by WhatsApp when the member completes their first month.
A QR code at the end of a class, to give feedback on that class and instructor.
An email or WhatsApp message with the cancellation survey when a member cancels.
A QR code on the gym’s screen or notice board.

Templates to start with

Customer satisfactionMeasure how happy customers are and what to improve.See template Net Promoter Score (NPS)Find out how likely people are to recommend you.See template Why customers leaveAsk customers who cancel why they left.See template Price perceptionFrom BasicFind out what customers think about your prices.See template

Free tools

NPS calculatorGet your Net Promoter Score from promoters, passives and detractors.Churn and customer lifetime value calculatorMonthly churn rate, average customer lifetime and CLV.Importance-satisfaction matrixFind out what to improve first based on what matters most to your customers.Van Westendorp calculatorFind your acceptable price range with 4 questions to your customers.Survey QR code generatorTurn your survey link into a QR code to print or put on screen.

Tips

Run a survey at the first month. That’s when members decide whether the gym fits their routine.
Use a short, separate survey for each class or instructor, so you know what works in each case.
Ask for feedback when members cancel, with 3 to 5 questions. A list of reasons plus an open question is usually enough.
Make surveys anonymous if you want honest opinions about the trainers.
Ask what time they usually train, so you can match complaints about space with peak hours.

Frequently asked questions

When is the best time to survey members?: At the first month, once or twice a year for overall satisfaction, at the end of classes and when someone cancels. Each moment answers different questions.
How do I ask why members cancel?: With a short survey when they cancel: a list of reasons such as price, schedule, moving away or lack of results, plus an open question. Send it by WhatsApp or email.
Does it work for yoga, pilates or cycling studios?: Yes. In a studio the classes and instructors matter most, so you can focus the survey on them and leave out the machines.
Can I put the survey on a QR code at the gym?: Yes. When you publish the survey in SurvIQ, its QR code is created so you can print it. Members answer from their phone without creating an account and you see the results in real time.

Create your survey for free

Start from a template or from scratch, share it with a link, WhatsApp or a QR code and see the results in real time. The Free plan is free forever.

Create a free survey

Other industries

RestaurantsSurveys for restaurants, cafés and bars: food, service, atmosphere and wait times.Retail storesSurveys to find out what your customers think about shopping, service, products, delivery and prices.Hotels and lodgingSurveys to find out what your guests think about check-in, the room, cleanliness and breakfast.Clinics and medical officesPatient satisfaction surveys for clinics, medical offices and dental practices.