Case Study: Orangetheory Fitness Drives Customer Loyalty and Growth with Listen360

Orangetheory Fitness - Customer Case Study

Orangetheory Fitness, a rapidly growing fitness franchise, needed a better way to capture and use customer feedback as it expanded. In its early days, the company relied on handwritten notecards and informal survey methods, which made feedback hard to collect, catalog, and trust. Listen360, an NPS-based customer engagement platform, offered a more consistent and customer-centric way to listen to members across locations.

With Listen360, Orangetheory Fitness implemented a simple 30-second survey to gather, aggregate, and act on member feedback by region and location. The platform helped the company identify performance issues, correlate feedback with financial results, and close the loop on negative experiences. Orangetheory also tied Listen360 metrics to compensation, reinforcing accountability and supporting sustainable growth driven by happier customers and stronger word of mouth.

Orangetheory Fitness

Paul Reuter

Senior VP of Operations