David Lloyd Leisure

David Lloyd Clubs exude quality, every member of their team has bought into their values and are dedicated to provide an excellent member experience.  Working with Avius has helped them become an insight lead company.

Yr on Yr CSAT increase

9%

Yr on Yr decrease in response time

38%

Avg Completion Time

108 secs

No. of Clubs

95

David Lloyd Leisure was founded in 1981 by one of Britain’s most successful tennis players David Lloyd. The first clubs had a family-friendly feel and aimed to boost tennis facilities in the UK to encourage more children to take up the sport.

Today David Lloyd Leisure is Europe’s largest operator of premium racquet, health and fitness clubs. They operate 83 sites across the UK and 11 in Europe with over 6,000 employees servicing around 475,000 members. It provides over 10,000 fitness classes each week in around 90 studios. Teaching more than 12,500 children tennis as part of their Tennis All Stars coaching programme.

David Lloyd Clubs pride themselves in offering so much more than a gym. They are clubs in every sense of the word – a place for members to come together to keep fit, have fun and relax with family and friends. And a ‘third space’ for business people to work away from the office or home in a comfortable and sociable environment.

“The ability to collect ongoing member feedback every single day and monitor that feedback along with enquiries from other channels is invaluable. We can see the results changing weekly and satisfaction levels improving.”

Before working with Avius they had one survey that went out four times a year. With a three to four week delay between the survey going out and data coming back in. The process was very manual and didn’t provide a clear picture of how happy members were.

Introducing Avius Surveys means they receive feedback from their members daily. And they don’t just receive the feedback, they have integrated member feedback into everyday working processes. Clubs are measured on KPIs from the feedback. They’re congratulated for outstanding results and must make urgent improvements if the results aren’t good enough.

The clubs and the Central Support Office use Avius Optimus to manage member enquiries. Feedback from the surveys, emails and queries through their app all feed into one system. The enquiries can be categorised, assigned, managed and responded to with Avius Optimus. This has improved resolution times as enquiries can be responded to before the member has even left the club.

David Lloyd Clubs exude quality, every member of their team has bought into their values and are dedicated to provide an excellent member experience. Working with Avius has helped David Lloyd Clubs to listen to their members and become an insight lead company.

“Working with Avius has enabled us to significantly enhance our customer excellence culture, putting our members at the heart of the company. The service and support from the Avius team is second to none, their knowledge and expertise are excellent.”

Mia Manson-Bishop

Member Experience Director, David Lloyd Leisure

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