MEDALLIA
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Medallia is the ultimate tool for Anytime Fitness clubs to identify areas for improvement. The surveys sent to our members show us what we need to focus on - on a club to club level - and the information that is broken down by Medallia from this feedback can be used to identify these areas.
It is also a tool that our members can use to make themselves feel valued and heard in the community.
HOW TO LOG INTO MEDALLIA?
Please watch the below loom with a step-by-step on how you can access your medallia
In the past we focused on the NPS (Net Promoter Score), however now we focus on the OSAT (Overall Satisfaction). NPS is still within the survey, but now we are focusing on how satisfied the member is with their experience at Anytime Fitness and giving them an opportunity to further elaborate on that information.
"Overall, how satisfied were you with your recent experience at Anytime Fitness?"
This question allows you to make more of an impact at club level and is based off the most recent experience. The question is standardized for the entire brand and measured on a scale of 1-10.
Anything below a score of 9 or 10 doesn't count towards your OSAT.
The survey then goes into a series of sub-questions. These are measured on a scale of 1-5.
Any score marked less than 3 will give us an open window to elaborate or give a comment. This gives us the opportunity to have more influence over the score and deal with the issue faster.
These questions give us the results which are then collated by Medallia into 'themes' on the dashboard; ranked positive to negative. Medallia also collects common words from these long answer responses to give us more specific data.
The NPS comes later, along with the CES (Customer Effort) question. These questions are measured on a scale of 1-10 and are tracked differently to the OSAT.
Scores:
0-6 = detractor
7-8 = passive/neutral
9-10 = promoter
The score is calculated by the promoters minus the detractors. The passive scores don't count towards your NPS.
The last section of the survey is regarding the services that your club offers and how often each service is used. This helps to show what services are advertised well and which could be advertised a bit better. For example, hopefully all members are checking off the Anytime Fitness App, but maybe they don't know about the evolt scan.
The final section is just categorising the target population of the survey, including gender (now with a non-binary option) and age (up to 65+).
This information will all be reflected on your dashboard.
How do our members receive the survey?
How do our members receive the survey?
Medallia surveys are sent out after the first 30 days and every 120 days thereafter. It's all based off of usage e.g. after a member has been in the system for 30 days, the email will get triggered on their next usage with their FOB key. From there it will be every 120 days (but no more than twice a year). If a member has not been using the gym, the survey will not be triggered until they use their membership - which means we don't have to worry about waking any sleepers. NOTE: The survey is released from the home club, so if your member has been using another club, they may fill out the survey based on their experience at that club.
Medallia Dashboard
The Medallia platform is where you'll go to reply to all feedback. It's also where you'll go to see a breakdown of all the areas of opportunity in your club, based on the feedback from your members.
Here are some key parts of the dashboard:
The first thing you'll see is a quick glimpse at recently completed surveys. These are all colour coded so that you can identify common feedback quickly.
The bubble above the smiley faces advises you if the member has left any additional comments. The bell indicates and overdue task. The arrow indicates the survey has been replied to.
Being successful with your Medallia surveys is all about response times. The next section you'll see is all about your alerts and how quickly you have been responding.
Here you have your tasks: New, In Progress, Overdue, Closed, and Total Received Surveys
Close the loop.
Replying to the member within 48 hours is crucial to the success of the member feeling heard and increase the chance of them filling out any future surveys.
These show the percentage of alerts responded to within 48 hours and the average number of days it takes to close the alert.
3 Key Metrics
OSAT - Overall Satisfaction
Question: "Overall, how satisfied were you with your recent experience at Anytime Fitness?"
This is how satisfied our members are with the club on an general basis. Gives us an opportunity to take direct actions towards the satisfaction of our community and members.
CES - Customer Effort Score
Question: "Anytime Fitness makes it easy for me to reach my health and fitness goals"
This is the level of support that members feel from the staff and brand towards achieving their fitness goals. Important in maintaining the longevity of our members as we learn where they feel they need the most support.
NPS - Net Promoter Score
Question: "How likely are you to recommend Anytime Fitness to family, friends, and/or colleagues?"
This is how likely they are to refer family or friends or to our club. Community is how we grow our business and members are more likely to stick around when they have established friends and company.
Following our key metrics, Medallia is super intuitive and will actually break down the key areas that your club can improve upon and highlight recurring themes; that way you can best identify what's working for your club - and what isn't.
To make it super easy, Medallia will show you the Top 3 Areas that you can put your focus towards that will most likely improve your score the quickest. This is a really important and really useful part of the dashboard; make sure that you're aware and take note of these areas of improvement.
Directly below are your Themes by Impact. This part of the dashboard breaks down the top themes (or the themes most aligned with positive feedback) and the bottom themes (the themes most aligned with negative feedback). Using these areas, you can acknowledge the most recurring subjects that members comment on the most.
Using the example below, you can see that while this club has amazing staff and an outstanding club atmosphere, it seems that their equipment is a bit lacking and could use an update.
Go ahead to Medallia Best Practise for the protocol on responding to and actioning a Medallia response.
However, a few quick tips in ways that you can influence your OSAT score;
Ensure that you are following the onboarding procedure correctly and mention the Medallia survey in their 14 day dm! Don't be afraid to mention this to existing members also. If they are aware that it's coming, they are more likely to fill it out!
Go back through your low scores and log onto the dashboard to identify recurring themes. Action these by either creating a follow-up task or emailing Charlene at charlene.malone@anytimefitness.com.au if you think you'll need help!
Create weekly commitments to endeavour to fixing these behaviours e.g. members are complaining about lack of towels, create a commitment to do a towel check once an hour for the week.
Follow the link to the best practise for more hints and tips!
NOTE:
Total surveys delivered vs responded to should be between 12-15%. If yours is lower, go onto clubwise and run a report of all the members missing email addresses, as this will greatly impact the success rate of your Medallia surveys.
If you get a good response, don't be afraid to ask that member if they would be willing to post that review on to Google! This will be an important habit to make.
Olivia's meeting running through the Medallia Dashboard and Best Practise Protocol
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