Case Study: O2 Fitness Clubs achieves 75% increase in NPS response rates with Perkville

How O2 Fitness Increased NPS Responses 75%

O2 Fitness, a 16-location gym chain in North and South Carolina, needed a quick way to collect more Net Promoter Score (NPS) feedback and raise awareness of its rewards program. Their goals were to increase survey response rates and promote the Perkville rewards system.

By targeting key user groups with incentive-focused language and adding Perkville Rewards copy to surveys and emails—changing the prompt from “We’d love to learn more about your recent experience” to “Earn rewards points for completing our short survey”—O2 saw NPS responses jump from 3.6% to 6.3% (a 75% increase) and Personal Training responses rise from 12.5% to 17.1% (about a 37% increase), delivering immediate, valuable member feedback.

O2 Fitness Clubs

Cooper Elias

VP, Marketing Operations