Fitness Industry

Gold’s Gym

Smithtown · Newburgh · Middletown
How three Gold’s Gym locations transformed their online reputation and member satisfaction with RTF’s 360° feedback solution.
+1.61
Rating Increase
Real Time Feedback Web-to-Text Feature
MEMBORABLE IMPACT ACROSS ALL 3 LOCATIONS

The Results Speak for Themselves

3.12

Average Google rating prior to launch

Before Real Time Feedback

4.73

Current average Google rating

After Real Time Feedback

+3,488%

Reviews in Quarter Post Launch

Explosive growth
THE CHALLENGE

Member Feedback Was Slipping Through the Cracks

Franchised Gold’s Gym’s across the country struggled to get members to leave feedback about their experiences; oftentimes finding out about negative experiences from public online reviews.
1

Members rarely shared feedback directly with staff

2

Negative experiences surfaced first on public review sites

3

No system to capture and resolve issues in real-time

4

Low Google ratings affecting new member acquisition

3.12

Average Google Rating
Before Real Time Feedback

Members were leaving negative feedback on Google instead of giving management a chance to resolve issues first.
THE SOLUTION

A Complete 360° Feedback System

360°

Complete Feedback Solution
Real Time Feedback equipped three Gold’s Gym locations with a 360° solution that allowed management to collect, resolve, and respond to member feedback instantaneously.

On-Site Insights QR codes placed throughout facilities

Instant alerts to management when feedback is received

Review boost system to encourage positive reviews

Real-time dashboard for monitoring all locations

Reputation Scorecard

DO YOU KNOW YOUR COMPANY’S REPUTATION SCORE?

Get a comprehensive analysis of your online presence with ratings from Google, Yelp, Facebook, and more.

CHECK YOUR ONLINE REPUTATION NOW
THE RESULTS

Transformational Growth

Within one quarter of implementing RTF, Gold’s Gym saw dramatic improvements across all key metrics.

Before Real Time Feedback

3.12

Average Google Rating

After Real Time Feedback

4.73

Average Google Rating

+3,488%

Review Growth

In the quarter following RTF implementation, Gold’s Gym experienced an explosive increase in customer reviews.

"RTF gives members the outlet they deserve and gives us the opportunity to address their issue in a timely manner, which makes them feel heard and happy."

Samantha Cacchione
Operations Manager, Gold's Gym SoCal

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