Chuze Fitness

Challenge

Before implementing Listen360, Chuze Fitness relied heavily on Google, Yelp, and Facebook reviews for customer feedback. This approach was completely manual, anecdotal and inconsistent, leaving them with gaps in understanding their members’ true experiences. Despite thinking they were performing well, onsite club visits revealed. There was no systematic way to gather actionable insights, making it difficult for the team to identify areas for improvement or celebrate success.

Solution

Listen360 provided Chuze Fitness with a reliable system to survey members at regular intervals.

The platform’s Net Promoter Score (NPS™) allowed the company to understand customer sentiment in real-time.

Nicholas Barschick, COO and co-founder of Chuze Fitness highlighted the impact of this data-driven approach, stating, “Listen360 allows us to survey members at regular cadence… it gives us confidence in the data we’re receiving, and it’s very directional in helping us understand where we can be better.”

The regular cadence of feedback empowered the team to adjust operations quickly and efficiently, resulting in significant cost and labor savings through a word-of-mouth approach. Additionally, responding to feedback immediately helped prevent potentially negative customer experiences from turning into cancellations.

Results

By using Listen360, Chuze Fitness successfully retained approximately 1,500 members. This member retention translated into substantial financial savings— hundreds of thousands of dollars annually.

Beyond the financial benefits, Listen360 enabled Chuze Fitness to align team performance with customer expectations, improve their hospitality standards, and foster stronger relationships with their community. This data-driven approach has proven invaluable in understanding customer satisfaction and optimizing operations.