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See how Genesis is transforming their business with real-time customer feedback

Learn how Genesis Grows with Real-Time Customer Feedback

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Genesis Was Blind to Member Experience

Genesis, a member of Belgravia Leisure group (the latter consisting of over 100 aquatic, sport, health and wellness facilities across Australia and New Zealand), prides itself on the way they help community members, and customer feedback is vital to ensuring they are helping in the best possible ways.

Unfortunately, the old system of collecting comment cards wasn’t working. People rarely picked up a card or filled it out and turned it in. Instead they simply went away. Genesis felt blind to the customer experience at the club level. 

The shift didn’t happen overnight. Genesis started their NPS program by on-boarding three sites. This allowed them to work out the kinks. They also spent two weeks testing users. Then every month they added new sites. They now have more than thirty branches actioning NPS through AskNicely.

Learn how Genesis Grows with Real-Time Customer Feedback

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Genesis, a member of Belgravia Leisure group (the latter consisting of over 100 aquatic, sport, health and wellness facilities across Australia and New Zealand), prides itself on the way they help community members, and customer feedback is vital to ensuring they are helping in the best possible ways.

Unfortunately, the old system of collecting comment cards wasn’t working. People rarely picked up a card or filled it out and turned it in. Instead they simply went away. Genesis felt blind to the customer experience at the club level. 

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Making a Cultural Shift

JAKE BEST,
PROJECTS COORDINATOR 

AT GENESIS

It’s clear that it’s making a difference because we’re able to get ahead of member issues by gathering feedback...

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