71%
See what mystery calls uncover
Explore the missed opportunities and service gaps that become visible when you test the customer experience
Fitness
740 mystery calls across eight UK fitness operators
3.0/10
Average call quality
48%
Answered calls proactively offered a trial or day pass
What stronger performers did differently
Top and bottom quartiles compare operator groups within this study These are not before-and-after results
What the calls revealed
Reaching someone was only part of the experience While 71% of calls reached a person, average call quality was 3.0 out of 10, and fewer than half of answered calls proactively offered a trial or day pass
The stronger-performing operator groups asked about callers’ needs and offered trials more often These differences suggest a practical coaching focus: understand the caller’s goals, explain a relevant way to visit, and agree on a specific next step