Case Study: Génesis boosts member experience and lifts NPS to 40 with AskNicely

How Genesis Grows with Real-Time Customer Feedback

Génesis, a member of Belgravia Leisure that operates snow lodges, pools, spas and golf courses, was blind to the member experience because paper comment cards rarely returned feedback. To modernize feedback collection and get actionable insights, Génesis adopted AskNicely’s real-time NPS customer feedback platform to reach members across segments and regions.

AskNicely helped Génesis segment contacts, drip surveys, and deploy dashboards and leaderboards for regional managers, rolling the program out to 30+ branches. The results: 15–20% response rates, club managers responding within 24 hours, some sites’ NPS rising from 5–10 to 20–30, and a brand-wide NPS of 40—reducing churn, addressing member issues faster, and driving measurable service improvements with AskNicely.

Génesis

Jake Best

Projects Coordinator