In the summer of 2020, following the reopening of their facilities after lockdown due to COVID-19, a selection of our customers surveyed their members about their experience of visiting their club in the ‘new normal’, with a specific focus on cleanliness and social distancing. Cumulatively, they received over 15,000 responses.

 

This report contains the anonymised aggregated findings from those 15,000 members and covers the following areas:

Net Promoter Score®

Facility cleanliness and hygiene procedures

Staff and member adherence to social distancing measures, and the clarity of these measures in terms of signage and floor markings