“Hello, I’m Ryanne, and I’ll be conducting the interview on behalf of Balans,” we are greeted warmly. Ryanne is the right hand of Hans (owner of Sport- & Lifestyle Center Balans). Great! She works closely with member feedback and is familiar with all the ins and outs of the club. We spoke with her about her experiences with Feedback4Sports.
How do you work with the feedback received?
“When we receive feedback, we share it in group chats and emails with our colleagues. We also publish parts of the feedback. We thank members for their responses, and we take action on the improvement points we receive. Of course, we can’t do something about every piece of critical feedback. But now that we know what’s going on, we can provide explanations and create understanding.”
How do you experience working with Feedback4Sports?
“I find going through the feedback very interesting. It’s often feedback that we don’t get face-to-face. You do talk to members, but you never get this information. They are never as honest in person as they are in the surveys.”
Why is working with Feedback4Sports important to you?
“Because you receive feedback that you can actually act on. It encourages conversation. Sometimes this leads to a better relationship with a member, other times to changes in a group class, and sometimes we simply receive a lovely compliment. That’s always nice!”
Would you recommend working with Feedback4Sports to others?
“Definitely, it’s very convenient for us, and we never hear from members that it’s bothersome. Sometimes we’re a bit disappointed that an 8 isn’t seen as a good score in the NPS method. But we now understand how it works and that we need to focus on the written feedback.”
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Sport- & Lifestyle Center Balans has been around for over 25 years and is well-known in Heerenveen. Their philosophy: “everything is about balance.” A healthy lifestyle to enjoy life, because exercise is good for your health, but it should also be fun! They offer all-inclusive fitness memberships, group classes, an effective eGym circuit, and outdoor training on a survival course with Ninja Warrior elements. Want to know more? Check out www.balans4u.nl.
