SOFTWARE FOR DEFEATING MEMBER EXPERIENCE MEDIOCRITY
Improve your product and win
In fitness, the member experience is your product. Over time, the best product - the best member experience - wins.
7-22% reduction in member attrition
20% reduction in staff attrition
10-30 quality leads per month
700% increase in reviews
$100K-$300K increased EBITDA per club per year
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Create pervasive, consistent, experience goals
Organizational benchmarks are easy to measure, monitor and action. Goals matter, and measurements of progress towards those goals are critical.
MXM+ gives you the tools you need to set and achieve your goals and win
STREAMS IN MEMBER FEEDBACK
We integrate with your member management system so you automatically get a manageable number of member responses for each of your clubs every day - typically 3 to 10. Mxm's sophisticated Smart Sampling gets you the feedback you need without over-surveying.
READ & REPLY - IN 5 MINUTES OR LESS
We provide all the tools to quickly read each piece of feedback and respond promptly without leaving the system. Forward a piece of feedback, track issues, or surface feedback for meetings. We make it all easy and we coach your team on best ways to respond.
DESIGNED BY OPERATORS
Our dashboards were designed by industry experts to meet the needs of owners and managers. You get practical insights like NPS by time of day and performance on KPIs that drive NPS: Cleanliness, Friendliness, and Equipment Condition.
COMPARE
Information in context is 10X more powerful. How do you compare with last year? Last quarter? How do all your clubs or regins compare? How does staff compare on overall satisfaction? Or friendliness? We can make it easy to see, understand and leverage for improvement.
THE GOLD IS IN THE COMMENTS
Having the right metrics is critical. But comments are what bring scores to life. We find the most useful and valuable nuggets quickly from all member comments.
Topics Explorer
Topics Explorer enables you to zoom in to key topics, like increasing the magnification on a microscope, pulling up just the comments that relate to topics you care about, such as Staff, Friendliness and Equipment. Go from the macro to the micro in seconds. It gets you to the real Voice of the Member for each part of your business.
SENTIMENT
MXM identifies the sentiment of each topic mentioned by our members using the industry's most powerful sentiment engine. If a member says one of your staff was fabulous but they were frustrated by some of your equipment, MXM will identify both as separate topics and label the Staff topic as "positive" and the Equipment topic as "negative:. This makes it easy to find the positive or negative comments about any aspect of your club.
IMPORTANCE
Now you know all the topics your members are talking about - which are important to loyalty, retention and revenue? MXM goes beyond simple counts of the volume of each topic mentioned - it identifies precisely how much each topic impacts your NPS or other loyalty metric.
GENERATES LEADS & REVIEWS
Customers tell us MXM is a Profit center, not a Cost center. In addition to making members happier so they stay longer, we also generate high-quality leads and motivate members to leave more positive reviews.
SOFTWARE FOR OPERATORS COMMITTED TO DEFEATING MEDIOCRITY
"Before MXM, we relied on only spoken feedback. The loudest and most persistent members were heard but we didn't understand how members were FEELING overall. We made decisions based on assumptions. Now, we hear from a far broader group. We know how they feel about changes and service. Speaking with other clubs that do not have MXM, their response and focus during the pandemic seemed a step or two behind. MXM gave us speed and accuracy in decision-making. We have the metrics and tools to engage members, motivate staff, and strategically plan for a predictable outcome. It's based entirely on actual customer data, unpolished and useful for where to invest next."
NATE WELCH
VP of Operations for Cross Gates Family Fitness
"Managing the member experience is more important than it's ever been. Apple, Amazon, and now connected in-home fitness, like Peleton and Echelon have dramatically raised the bar for the quality of overall experience that members expect. MXMetrics is a clear leader in providing fitness club operators with the member experience data they need. All of the operators who use them say great things about the software and the team."
BRENT DARDEN
CEO Brent Darden Consulting & REX Roundtable Chair
World Class Software, Powerful Results.
7-22% reduction in member attrition
20% reduction in staff attrition
10-30 quality leads per month
700% increase in reviews
$100K-$300K increased EBITDA per club per year
Your members love to be heard. MXM provides the tools to listen.
