Developing Guidelines for Collecting and Using Feedback in Japanese Fitness Clubs

Abstract

The purpose of this study was to develop guidelines for promoting, collecting and using client’s feedback in Japanese fitness clubs. Discussions were conducted to develop the guidelines with three business people belonging to three major fitness clubs. Good practices were collected using an interview survey, the guidelines were developed based on good practices. As a result, 7 items and phrases were created for promoting to collect and use client’s feedback. The guidelines included 2 concepts. One was to be able to work on immediately and adapt to each work place. The other was to be simple and low cost.

Existing systems of each club to collect client’s feedback had a few problems, and was difficult to collect positive feedback. Moreover, each club depended on accidents to collect client’s feedback without intention. The guidelines support internationally collecting client’s feedback. In addition, each item was decided considering the service record in the fitness industry. Positive feedback was effective for encouraging those who have a short service record. Negative feedback was effective for promoting growth of veterans having a long service record.

The guideline based on good practices was led. The guidelines include, 7 items and phrases considering adjustment for each workplace, ease, and low cost.