YOUR STANDARDS / GYMS & FITNESS STUDIOS

Start with your
version of excellent.

What should a prospective member learn on a tour? How soon should an enquiry receive a response? What support should a new member receive in their first month?

Agree the visit count, classes, induction, fees, cancellation and final observation date. No open-ended monitoring. Being a familiar member is normal; the assessment role stays confidential, with repeat-assignment limits.

Detailed questions are optional at this stage. Leave targets blank where they are not yet agreed or do not apply. We will agree the final scope with you.

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Your nameWork emailBusiness or companyBusiness typeCountryCity or locations

Assessment preference (optional)Report language (optional)What would you like to learn? (optional)

Build your assessment brief.

Open the relevant sections below. Please omit individual customer, employee and medical information.

01 Your business, at its best

How should customers feel during and after their experience?Which behaviours make your service distinctive?What are the three most important things you want this assessment to help you improve?Which existing strengths should we look for and preserve?Who are your typical customers, and which realistic scenario should the shopper follow?

02 Enquiry, tour and joining

Which membership, tour or trial offer should be assessed?What response time and channel should apply to a membership enquiry? Specify units.What should the tour explain about facilities, accessibility, classes and member support?What must be clear about fees, minimum term, renewals, guest access and cancellation?How should staff learn the member’s goals without pressure or inappropriate promises?

03 A bounded trial experience

How long should the assessment run?How many visits, at which service periods, and which classes should be included?What induction, orientation and appropriate safety signposting should be offered?How should booking, waitlists and cancelled classes be communicated?Maximum time from an in-person request for assistance to acknowledgment (minutes)Leave blank if not yet agreed or not applicable.What member support, cleanliness and equipment-availability experience should be observed?

04 Follow-up, cancellation and discretion

What early-member follow-up should happen, when, and through which channel?What is the final assessment date, and how will any membership be cancelled or ended?What limits should apply to repeat assignments at the same location to protect the assessment role?How should we respond if staff ask directly about the assessment or the shopper feels identified?Which onboarding and early-retention improvements would be most useful to management?

05 Agreeing fair standards

What should a warm, inclusive and respectful welcome look like?Which service targets or written standards do you already use?Which timings vary by service period, demand or customer preference? Define start/end events and any tolerances.What are your expectations for visible cleanliness, comfort and accessible customer assistance?How should a genuine concern be acknowledged, resolved and escalated? We do not manufacture complaints.Which criteria are most important, and how should the scorecard reflect that?

06 Scope, discretion and follow-through

Which locations, dates and service periods should be included or excluded?What spending allowance and currency should cover the purchase, taxes, tips and agreed extras?What should require additional authorization before the shopper spends or commits?What duration, visit count, cancellation terms and repeat-shopper limits should apply?Who will confirm authority to commission the work, general staff notice and any required approvals?Which management roles should receive findings, and who will own the resulting actions? Please omit personal details.Would a debrief, follow-up assessment or recurring programme help you measure progress?

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No payment or booking is made by submitting this form. Please leave out guest or employee personal information.

Start with yourversion of excellent.

Build your assessment brief.

Start with your
version of excellent.