Gyms – 2013 Ratings

Posted by Canstar Blue February 5th 2013

You are viewing the archived 2013 award for gyms. Go to the current gym ratings.

See Our Ratings Methodology.

One in three New Year’s resolutions to get fit and fabulous falls flat

Most Satisfied Customers 2013 - GymsHave you ever started off the New Year with a health and fitness plan to lose weight, only to fail within a matter of weeks? Nearly a third of the gym-goers who responded to our recent survey have done the exact same thing.

The ultimate ‘summer body’ was obviously a key goal, as a quarter of respondents only started thinking about heading to the gym when summer was just around the corner.

However, at least half of our respondents (54%) were pro-active enough to commit themselves to regular sessions at the gym three times a week or more. The real gym-junkies were Generation X respondents – 60% of whom hit the gym more than three times a week.

We found that nearly 30% of gym-goers had switched to a self-serve 24 hour gym instead of a traditional one – especially true of Generation X gym-addicts (36%). So it won’t come as a surprise that in our ratings comparison of six Australian gym brands, 24 hour gym chain Jetts has been awarded our most satisfied customers award for 2013.

This is the second year in a row they have received this award.

Jetts received five star ratings for overall customer satisfaction, value for money, and flexibility of membership– beating to the punch Anytime Fitness, Fernwood, Curves, Genesis, Goodlife and Fitness First.

However, some of these traditional health clubs still proved popular in many areas:

  • Fernwood received five stars for equipment and facilities, group fitness, range of special offers, and staff availability,
  • Anytime Fitness received five stars for its access, and
  • Curves achieved a five star rating for its range of special offers.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from gym members within the survey group – in this case, 740 people – who regularly visited a commercial gym that is part of a chain, and where they paid a membership/attendance fee.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall customer satisfaction

Customers were most satisfied with pumping iron at Jetts – earning the 24 hour gym five stars for overall customer satisfaction. Anytime Fitness and Fernwood both achieved four star ratings in these results; followed by three star recipients Curves, Genesis, Goodlife and Fitness First.

Value for money

Jetts were once again number one, this time for value for money. Anytime Fitness, Fernwood and Curves also performed well with four star ratings, Genesis scored three, and Goodlife and Fitness First each received two.

Access (opening hours)

Many customers really need the flexibility to work out when they want to, and Anytime Fitness provided just that with 24 hour operating hours. They received five stars in this area, Jetts received four, and all other brands – Fernwood, Curves, Genesis, Goodlife and Fitness First – received three.

Equipment and facilities

Fernwood stepped up to a five star victory for a wider range of equipment and facilities to suit everyone from the runners to the weight-lifters. Jetts, Anytime Fitness, Curves and Genesis all received four star ratings, and Goodlife finished with three.

Flexibility of membership (e.g. starting and stopping)

Award-winner Jetts achieved five stars for the flexibility of its memberships, followed by four star recipients Anytime Fitness, Fernwood and Curves. Genesis and Goodlife both received three star ratings for their memberships, and Fitness First rounded out this criterion with two.

Group fitness (e.g. classes)

Some people can exercise more efficiently when alone, while others feel more motivated when working out with others. In that respect, customers of Fernwood were most satisfied with the group fitness options available at their gym – including classes and programs. Goodlife and Fitness First followed with four star ratings for group fitness, Curves and Genesis were next with three, Anytime Fitness received two, and Jetts finished up with one star.

Range of special offers (e.g. no joining fee, trial pass, bring a friend for free)

Both Fernwood and Curves excelled for the range of special offers available to members and those eager to join up, seeing both brands achieve five star ratings in this area. Both Jetts and Anytime Fitness were next with four star ratings; Genesis, Goodlife and Fitness First followed with three.

Staff availability

Sometimes, you need the help of a physical fitness guru – a bit of personal training perhaps – to get you in the best shape possible. Fernwood emerged with five stars for its availability of staff members. Curves and Genesis followed with four stars each; Jetts, Anytime Fitness, Goodlife and Fitness First all received three.