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YOU CAN’T PUT A PRICE ON PEACE OF MIND


shelling out upfront for a service package at the end of your equipment warranty period is a big ask. Hence why last year the majority of


R


Precor service customers opted for Pay As You Go (PAYG) contracts, even though it generally costs more in the long run. Finding out why customers choose PAYG was paramount to infl uencing and improving the service offering, so Precor commissioned independent research across more than 100 customers who had all experienced some level of Precor service, to get genuine customer insight into changes that could be made. Almost 60 per cent of PAYG


customers said their choice was due to budget restrictions – though interestingly 10 per cent said it was because Precor


esearch shows that ‘out of action’ kit is a big turn off for gym members. But with belts being universally tightened,


WHAT PRECOR CUSTOMERS ARE SAYING...


I’ve never experienced service that rivals Precor. The engineers are


outstanding and the quick response and communication we get from the team is exceptional.


equipment is so reliable it doesn’t break down. As a result Precor developed a monthly payment option, but with no extra cost for doing so. “As times got harder a lot of our


customers moved on to PAYG so they didn’t have to fi nd a lump sum upfront for their service package,” says Jonathan Griffi ths, Precor’s UK Marketing Manager. “However, many very quickly realised they wanted to go back onto a set package for the peace of mind and service coverage it offers. “Having listened to the research we


found that while people understood the value of service packages, they simply wanted an easier way to pay. So we implemented their ideas, refreshing and relaunching our service packages to include a monthly payment plan, and


Precor’s research showed that their customers needed easier payment plans


October 2013 © Cybertrek 2013 November/December 2013 © Cybertrek 2013 When the warranty ended


we initially went with PAYG. After a year we were


desperate to get back with a Precor Gold package.


early results show more people are taking up service contracts when their equipment comes out of warranty.” The research also included the Net


Promoter Score (NPS), a powerful customer loyalty metric that gauges customer perception based on just one question – how likely are you to recommend us? Precor attributes its positive NPS score to the customer feedback, which highly rated the rapid call out response, relationship with engineers, peace of mind the packages offer and call centre availability. “Service is an essential touch point


in the customer experience, and the project has been so successful that we intend to make it an annual event so we can continue to learn from what our customers want,” says Griffi ths.


Precor now offers monthly payment packages at no extra cost


FOR DETAILS CALL: +44 (0)8448 480101


Read Health Club Management online at healthclubmanagement.co.uk/digital OR EMAIL INFO@PRECOR.COM


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