Franchisees of the world’s largest fitness chain honor Medallia for its impact on customer satisfaction
PALO ALTO, Calif., and VENICE, Calif., Jan. 23, 2013 – Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions, and Gold’s Gym International (GGI), the authority on health and fitness, today announced that Medallia was voted “Vendor of the Year” by Gold’s Gym franchisees.
Gold’s Gym is the world’s largest full service gym chain with over 650 locations in 40 states and 30 countries. The “Vendor of the Year” award comes directly from the hundreds of franchisees who use Medallia every day to take action and improve customer experience.
“Medallia has become indispensable to Gold’s Gym,” said Jim Snow, president of Gold’s Gym International. “We’re in a competitive business and our success is tied to our ability to provide great member experiences. Medallia enables us to take action to follow-up with individual members in real time. We can connect on a personal level and fulfill our commitment to help members achieve their fitness goals.”
The emphasis on action has delivered results: customer satisfaction has increased by 42 percent in the last six months alone. Leveraging this momentum and recognizing Medallia as a game changer, Snow has set aggressive customer satisfaction targets for the entire organization, and encouraged every location to use Medallia to its full potential.
“We are honored that Medallia was chosen as Gold’s Gym’s “Vendor of the Year,” especially since this recognition comes from the franchisees,” said Amy Pressman, president of Medallia. “We make it easy for the frontline to understand and take action on feedback, and we love the way Gold’s uses Medallia to stay connected to their member experience. It’s great partners like Gold’s that push us to constantly improve our own performance.”
Gold’s Gym has now expanded its use of Medallia to include Medallia Social Feedback, which monitors online social reputation and immediately routes social feedback directly to gym managers to take action. This helps them improve social scores at the location and brand levels.
h4. Additional Online Resources
h4. About Gold’s Gym
Established in Venice, Calif. in 1965, Gold’s Gym is the largest full service gym chain in the world with more than 650 locations in 40 states and 30 countries. Gold’s Gym offers the latest equipment and services, including group exercise, personal training, cardiovascular equipment, group cycle, Pilates and yoga. With nearly 3 million members worldwide, Gold’s Gym helps all kinds of people achieve their individual potential through fitness. For more information please visit www.goldsgym.com or www.facebook.com/goldsgym.