GITNUXREPORT 2025

Customer Experience In The Fitness Industry Statistics

Personalized service, digital tools, and staff friendliness drive fitness customer loyalty.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

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Statistic 1

48% of gym members want more transparent communication about pricing and policies

Statistic 2

73% of gym members want transparent communication about their progress and data

Statistic 3

55% of gym members want transparent data sharing regarding their progress

Statistic 4

89% of customers agree that a positive customer experience increases the likelihood of recommending a fitness facility

Statistic 5

72% of fitness club members say their satisfaction directly correlates with staff friendliness

Statistic 6

65% of consumers say that customer service impacts their brand loyalty in the fitness sector

Statistic 7

78% of gym members consider the availability of digital tools as a key factor in their overall experience

Statistic 8

43% of gym members say that a seamless onboarding experience enhances their satisfaction

Statistic 9

83% of fitness consumers are more likely to return to a gym with excellent customer service

Statistic 10

57% of gym members have stopped using a fitness service due to poor customer experience

Statistic 11

51% of fitness enthusiasts say that staff responsiveness affects their overall experience

Statistic 12

68% of fitness customers say that digital engagement initiatives improved their experience

Statistic 13

75% of gyms reported an increase in customer satisfaction after implementing customer feedback systems

Statistic 14

70% of consumers are loyal to gyms with proactive customer service

Statistic 15

54% of gyms have enhanced customer experience by integrating wearable technology

Statistic 16

47% of gym users say that flexible membership options improve satisfaction

Statistic 17

53% of gym members have canceled memberships due to poor customer support

Statistic 18

56% of fitness consumers say that online reviews influence their choice of gym

Statistic 19

69% of facilities report customer retention has improved after adopting CRM systems

Statistic 20

40% of gym members would recommend their gym if the staff exceeds their expectations regularly

Statistic 21

78% of customers agree that quick resolution of complaints increases their satisfaction levels

Statistic 22

44% of gym members state that virtual classes improve their overall satisfaction

Statistic 23

61% of fitness consumers want trainers to incorporate nutrition advice into training

Statistic 24

66% of fitness facilities believe that staff training is vital to customer experience

Statistic 25

49% of customers say that having a community aspect enhances their gym experience

Statistic 26

72% of gym members rate cleanliness as a critical factor in their satisfaction

Statistic 27

69% of consumers say that access to new technology during workouts enhances their experience

Statistic 28

58% of fitness consumers are more likely to continue membership if offered ongoing digital engagement options

Statistic 29

81% of fitness customers say personalized coaching positively influences their experience

Statistic 30

65% of consumers value consistency in their training programs for a better experience

Statistic 31

54% of fitness facilities actively collect customer feedback to improve services

Statistic 32

64% of members say that educational content improves their overall satisfaction

Statistic 33

59% of gym members find that easy access to equipment boosts their satisfaction

Statistic 34

63% of gym members believe that a friendly atmosphere improves their experience

Statistic 35

41% of participants in loyalty programs report increased satisfaction

Statistic 36

77% of fitness consumers say that quick check-ins reduce their frustration

Statistic 37

69% of gyms report customer experience improvements after staff undergo regular training

Statistic 38

42% of fitness consumers look for gyms with engaging social media presence to enhance their experience

Statistic 39

55% of gym members prefer flexible scheduling options to fit their lifestyle

Statistic 40

48% of gym users prefer gyms that foster a supportive community environment

Statistic 41

59% of gym members state that personalized experiences influence their loyalty

Statistic 42

36% of consumers say that their expectations for personal training sessions include tailored programs and attentive service

Statistic 43

60% of fitness club members prefer receiving personalized promotions based on their activity data

Statistic 44

85% of customers believe that tailored fitness plans improve their overall satisfaction

Statistic 45

67% of fitness consumers find loyalty programs effective for improving their experience

Statistic 46

70% of fitness consumers are more loyal to gyms with mobile app engagement features

Statistic 47

52% of consumers prefer gyms that use data analytics to personalize their experience

Statistic 48

62% of fitness consumers prefer booking classes and managing memberships via mobile apps

Statistic 49

74% of gym-goers prefer gyms that offer ways to track progress digitally

Statistic 50

73% of fitness clubs report higher customer retention after implementing virtual engagement tools

Statistic 51

60% of prospective clients prioritize digital access to fitness services before signing up

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Sources

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Key Highlights

89% of customers agree that a positive customer experience increases the likelihood of recommending a fitness facility
59% of gym members state that personalized experiences influence their loyalty
72% of fitness club members say their satisfaction directly correlates with staff friendliness
65% of consumers say that customer service impacts their brand loyalty in the fitness sector
78% of gym members consider the availability of digital tools as a key factor in their overall experience
62% of fitness consumers prefer booking classes and managing memberships via mobile apps
43% of gym members say that a seamless onboarding experience enhances their satisfaction
83% of fitness consumers are more likely to return to a gym with excellent customer service
57% of gym members have stopped using a fitness service due to poor customer experience
36% of consumers say that their expectations for personal training sessions include tailored programs and attentive service
51% of fitness enthusiasts say that staff responsiveness affects their overall experience
68% of fitness customers say that digital engagement initiatives improved their experience
75% of gyms reported an increase in customer satisfaction after implementing customer feedback systems

In an era where personalized service and digital engagement define success, your fitness facility’s customer experience could be the key to boosting retention, loyalty, and reputation—statistics reveal just how profoundly clients care about how they are treated and empowered.

Communication and Transparency

48% of gym members want more transparent communication about pricing and policies
73% of gym members want transparent communication about their progress and data
55% of gym members want transparent data sharing regarding their progress

Communication and Transparency Interpretation

These statistics reveal that nearly half of gym members crave honesty as much as they crave gains, demanding transparent communication on pricing, progress, and data—because in fitness, clarity isn't just a perk, it's the ultimate workout for trust.

Customer Satisfaction and Experience

89% of customers agree that a positive customer experience increases the likelihood of recommending a fitness facility
72% of fitness club members say their satisfaction directly correlates with staff friendliness
65% of consumers say that customer service impacts their brand loyalty in the fitness sector
78% of gym members consider the availability of digital tools as a key factor in their overall experience
43% of gym members say that a seamless onboarding experience enhances their satisfaction
83% of fitness consumers are more likely to return to a gym with excellent customer service
57% of gym members have stopped using a fitness service due to poor customer experience
51% of fitness enthusiasts say that staff responsiveness affects their overall experience
68% of fitness customers say that digital engagement initiatives improved their experience
75% of gyms reported an increase in customer satisfaction after implementing customer feedback systems
70% of consumers are loyal to gyms with proactive customer service
54% of gyms have enhanced customer experience by integrating wearable technology
47% of gym users say that flexible membership options improve satisfaction
53% of gym members have canceled memberships due to poor customer support
56% of fitness consumers say that online reviews influence their choice of gym
69% of facilities report customer retention has improved after adopting CRM systems
40% of gym members would recommend their gym if the staff exceeds their expectations regularly
78% of customers agree that quick resolution of complaints increases their satisfaction levels
44% of gym members state that virtual classes improve their overall satisfaction
61% of fitness consumers want trainers to incorporate nutrition advice into training
66% of fitness facilities believe that staff training is vital to customer experience
49% of customers say that having a community aspect enhances their gym experience
72% of gym members rate cleanliness as a critical factor in their satisfaction
69% of consumers say that access to new technology during workouts enhances their experience
58% of fitness consumers are more likely to continue membership if offered ongoing digital engagement options
81% of fitness customers say personalized coaching positively influences their experience
65% of consumers value consistency in their training programs for a better experience
54% of fitness facilities actively collect customer feedback to improve services
64% of members say that educational content improves their overall satisfaction
59% of gym members find that easy access to equipment boosts their satisfaction
63% of gym members believe that a friendly atmosphere improves their experience
41% of participants in loyalty programs report increased satisfaction
77% of fitness consumers say that quick check-ins reduce their frustration
69% of gyms report customer experience improvements after staff undergo regular training

Customer Satisfaction and Experience Interpretation

In the fitness industry, delivering a seamless, tech-savvy, and friendly experience isn't just a bonus—it's the workout routine for retaining members and turning satisfied clients into enthusiastic advocates.

Membership Preferences and Engagement

42% of fitness consumers look for gyms with engaging social media presence to enhance their experience
55% of gym members prefer flexible scheduling options to fit their lifestyle
48% of gym users prefer gyms that foster a supportive community environment

Membership Preferences and Engagement Interpretation

As fitness brands compete in an increasingly digital and social landscape, they must recognize that nearly half of consumers crave engaging online presence, flexible schedules, and a supportive community — or risk being left behind in the gym of consumer priorities.

Personalization and Loyalty

59% of gym members state that personalized experiences influence their loyalty
36% of consumers say that their expectations for personal training sessions include tailored programs and attentive service
60% of fitness club members prefer receiving personalized promotions based on their activity data
85% of customers believe that tailored fitness plans improve their overall satisfaction
67% of fitness consumers find loyalty programs effective for improving their experience
70% of fitness consumers are more loyal to gyms with mobile app engagement features
52% of consumers prefer gyms that use data analytics to personalize their experience

Personalization and Loyalty Interpretation

In an industry where 85% of customers swear by tailored plans and over half crave personalized promotions and data-driven service, it’s clear that in the fitness world, “one size fits all” is increasingly phased out—leaving gyms no choice but to flex their personalization muscles or risk losing the loyalty race.

Technology and Digital Integration

62% of fitness consumers prefer booking classes and managing memberships via mobile apps
74% of gym-goers prefer gyms that offer ways to track progress digitally
73% of fitness clubs report higher customer retention after implementing virtual engagement tools
60% of prospective clients prioritize digital access to fitness services before signing up

Technology and Digital Integration Interpretation

These statistics reveal that in the fast-paced world of fitness, embracing digital convenience isn't just a trend—it's the new prerequisite for customer loyalty and retention; after all, in a market where 74% of gym-goers prefer tracking progress digitally, neglecting to offer such tools risks turning your gym into yesterday's workout.