Research though both, online and offline channels, for a fitness center chain

Project Description

We made a research in order to understand how new competitors are acting in the market, their positioning, their weaknesses and strengths, from customers’ point of view.
The research has been done through two channels, online and offline: on one hand exploring and analyzing opinions and conversations of customers on social media, on the other hand we performed Mystery Shopping and Audit visits in some of the fitness centers.
This second part allowed us to better understand, being a client, a wide number of aspects like the enrolling phase, the information received, services provided, assistance, environment, and equipment.
Thanks to this analysis of the market, the company has been able to introduce innovative solutions for their own offer.

Project Details