Case Study: Planet Fitness achieves 26% NPS growth and saves 15 hours/month with SurveyMonkey CX

Planet Fitness creates a happy, healthy customer experience using feedback

Planet Fitness Atlantic Holdings, a franchisee operating 31 Planet Fitness clubs across Florida, New Jersey, and California, needed a better way to gather and act on member feedback. Manual processes were time-consuming and delayed insights, leaving managers without timely data to improve the gym experience.

By implementing SurveyMonkey CX for automated surveying, reporting, and NPS Key Drivers and Revenue Impact analysis, the team saved about 15 hours per month, collected 11,000 responses, and achieved a 26% increase in NPS. Weekly executive and manager reports put actionable customer insights into the hands of staff faster, driving measurable improvements in member satisfaction.

Planet Fitness

Shannon Wilber

Director of Marketing