Elevating Performance with Mystery Shop Program

At Snap Fitness, we’re proud to lead the fitness industry as the largest national brand in Australia to implement a monthly mystery shop program. This initiative, launched in partnership with Mystery Shopping for Fitness Businesses, is designed to elevate our service standards, enhance member experiences, and provide consistent quality across all our 260+ clubs.

Why a Mystery Shop Program?

As our network continues to grow, with record franchise enquiry and new club openings, we're focused more-than-ever on optimising operational performance and providing high quality, consistent member experiences, regardless of location. The Mystery Shop Program enables us to prioritise customer satisfaction at Snap Fitness while providing each club and franchisee with regular, detailed feedback to drive continuous improvement. 

Snap Fitness National Operations Manager, Sam Wiltshire, says the launch of the mystery shop program with Mystery Shopping for Fitness Businesses is not only about ensuring an elevated level of customer service and club experience for our members, but also improving performance and ongoing education of our frontline staff.  

 “Our customers are our biggest priority and the more we, as a global business, can do to provide them with a positive experience and exceed their expectations, the better it is for everyone – especially our franchisees,” Mr Wiltshire. 

We believe that our key to success is elevated member experiences that exceed expectations and keep members coming back for more. “Brand loyalty and reputation are particularly important for Snap Fitness and the monthly mystery shop program will ensure we continue to focus on these vital aspects of our business.” Mr Wiltshire adds. 

Consistency is Key

Lisa Lord, General Manager at Mystery Shopping for Fitness Businesses, emphasises the importance of consistency across all locations and touch points. We know the insights provided by this program will be invaluable and allow franchisees to ‘fine tune their pitches and provide valuable feedback for ongoing training and development.’ 

“Consistency is the key and franchise businesses depend on providing a uniform experience to uphold their brand reputation. Mystery shopping will assist in identifying if each location is meeting brand standards, maintaining a competitive edge and delivering excellent service to prospects and members,” Ms Lord said. 

Snap Fitness and the Future of Fitness

The benefits of this program extend beyond improving individual club performance, AUSactive CEO, Barrie Elvish, says it’s important to continue setting high standards across the industry. “It’s commendable to see Snap Fitness focused on continual improvement across their network,” Mr Elvish adds,  

“Snap Fitness’ mystery shop program is a great example of a franchise network understanding the importance of continual improvement.... frequent feedback from members to franchisees helps businesses improve and this ensures the bar remains high,” Mr Elvish. 

Whether you're a member looking for a quality gym experience or a franchisee aiming to enhance performance, we believe that our new mystery shop program is a game-changer. Consistency and quality service are key to keeping our members loyal and providing positive gym experiences — and we're committed to doing just that.