Company Snapshot
Plus Fitness is an award-winning franchise chain boasting the largest gym network offering affordable and flexible memberships across Australia, New Zealand, and Asia. Operating since 1997, their main objective is to help clients reach their fitness goals and live a healthier lifestyle.
Locations: 6
The Challenge
Plus Fitness is a customer-focused organisation that strives to provide the best service and results to its members. Founded 25 years ago, it went on to open four more branches before first franchising the ‘Plus Fitness Health Club’ model in 2009. Since then, it remodelled its franchise from traditional ‘big box gyms’ to smaller, lower-priced, more convenient 24-hour gyms and now boasts over 200 locations.
However, when it came to getting reviews, it was “like trying to climb Mount Everest!” said Chris Laz, Franchise Owner of Plus Fitness, and was a slow and tedious process.
Limited visibility and credibility
Without a large number of positive reviews, it was difficult for the business to establish a strong online presence and credibility among potential customers.
Difficulty collecting and managing reviews
It was a scattered and disorganised process to gather customer reviews and feedback from various sources such as social media, review sites, and customer emails. It was also time-consuming and tedious to manually manage and respond to customer reviews.
No process for responding to and utilising customer reviews
The business found it challenging to identify patterns and make data-driven decisions to improve their services with no system in place to organise and analyse customer reviews. All of this led to them not being able to keep up with the volume of reviews and not responding to customer reviews in a timely manner.
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“Magic was nothing short of a business game-changer for us. Not only did we increase our visibility and credibility among customers, but we also received an influx of over 5,000 reviews across our 6 locations. This helped boost our online presence and provided valuable feedback that we could use to improve our products and services.” Chris Laz, Franchise Owner of Plus Fitness
Magic was the key to unlocking the full potential of their customer feedback
Magic Reviews has completely revolutionized the way Plus Fitness sends out and handles incoming reviews. From one location, Plus Fitness, can automatically send out review invites to all customers across all locations for Google, Facebook and Trustpilot. More importantly, because Magic lists reviews in chronological order, with options to filter by ratings, date and reviews, they could easily keep track of reviews received and assign them to the relevant team members to respond. Thanks to Magic, Plus Fitness now a more streamlined and efficient process and they’ve seen a significant increase in customer traffic.
Magic Results
Over 5,000 Google Reviews across 6 locations
With Magic Reviews, Plus Fitness can now effectively request, manage and respond to customer reviews from one place. As such, they have seen a leap in the number of reviews received; over 5K Google reviews across six locations, which have led to an improved online presence and credibility among potential customers, as well as providing valuable feedback that they are using to improve their services. On top of that, Magic Reviews offers a comprehensive library of response templates for online reviews, helping increase customer satisfaction and better address complaints.
More reviews increase web traffic
With more reviews increasing their Google search rankings, Plus Fitness also saw an increase in their customers. Also with an increase in web traffic, the business also gained valuable data on customer behaviour, interests and preferences which they are now using to create targeted marketing campaigns and improve the overall customer experience.
Better customer communication
Magic Reviews dashboard has allowed Plus Fitness to improve customer communication. They can now respond to customer complaints quickly and easily, meaning they can take steps to address negative reviews and mitigate any potential reputational damage. “It used to take me a couple of hours a week just to reply to all the reviews across the different platforms. Now I can automate and reply in just a few clicks through one single dashboard with Magic,” said Chris.
Additionally, it has also enabled better communication and coordination among the team, with reviews being assigned to appropriate team members for follow-up, which has led to better customer satisfaction.
Get more reviews for your business with Magic
With Magic’s integration, Plus Fitness is harnessing the power of reviews to improve their search engine rankings and drive sales.
Magic helps local businesses grow. Get more online reviews, win new customers, easily manage customer conversations and grow sales.
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