Case Study: 24 Hour Fitness achieves stronger program engagement and improved member experience with Service Management Group (SMG)

How 24 Hour Fitness Strengthened program engagement + enhanced the member experience

24 Hour Fitness faced a dip in member satisfaction that it traced to higher member attrition, so the brand partnered with Service Management Group (SMG) to put a playbook and engagement plan in place. Using SMG’s platform (smg360®) and professional services, 24 Hour Fitness set out to give field teams the tools and data needed to understand and act on the member journey.

SMG supported on-site trainings, role-based reporting, text analytics, and a close-the-loop problem-resolution process, supplemented by company-wide webinars and top-down communication. As a result—thanks to SMG’s customized experience-management approach—program engagement remains strong across locations, leaders now actively monitor and act on score dips, and NPS has been incorporated into company rewards to drive continued focus on retention and member experience.

24 Hour Fitness

David Roth

Sr. Director of Club Operations