HappyCo

Jetts 24 Hour Fitness

A Health Club Network Maximizes Franchise Excellence with HappyCo

Case Study — Franchise/Fitness

Jetts 24 Hour Fitness — Australia

Jetts Fitness pioneered the 24 / 7 no-contracts gym concept in Australia in 2007 and is now the country’s leading provider of round-the-clock health and fitness services. With 216 clubs and growing, the Jetts core value of “be ninja” inspires hundreds of thousands of people to display traits of discipline, inspiration, integrity and passion in every action.

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Up arrow 100%Member
Satisfaction
Down arrow 8XRefurb Inspection
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Promoters
Down arrow 6XMaintenance
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Down arrow 350%Gym Inspection
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Down arrow 3%Member
Attrition
Up arrow 100%Member
Satisfaction
Down arrow 6XMaintenance
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Up arrow 20%Member
Promoters
Down arrow 350%Gym Inspection
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Down arrow 3%Member
Attrition
Down arrow 8XRefurb
Inspection Times

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Jetts 24 Hour Fitness helps hundreds of thousands of customers stay in shape, offering convenient hours, no long-term contracts and pristine conditions across its 216 gyms. Looking to further enhance its brand, Jetts turned to HappyCo to streamline the cleaning, maintenance and refurbishment of all facilities and gain insight into franchise operations. Since implementing HappyCo, member satisfaction scores have increased 100% and attrition rates have dropped 3%. In addition, inspection times have decreased 350% from 90 to 20 minutes and maintenance resolution times have improved by 6X — from 3 months to under 2 weeks.

Inspections Build Customer Loyalty

“We want to create an environment where people, especially new members who haven’t worked out in gyms before, feel comfortable and inspired,” says Dirk Britz, Head of Franchise Clubs at Jetts Fitness. “That means that everything in the facility has to be maintained according to our brand’s high standards, in spotless condition and functioning flawlessly. The only way to do that with a high degree of confidence across our franchise gyms is with a consistent, standardized inspection process.”

Previously, Jetts used paper-based inspections, which made it difficult to hold franchise owners accountable for discrepancies in standards. Without visual documentation to accompany inspections, it was often difficult for club managers to interpret feedback or verify the complaints were credible. “The old system was really inconsistent,” explains Luke McDowell, Club Manager of Jetts Springvale, “It was a little bit up in the air, with feedback taking a long time to get through, and then the feedback wasn’t very clear on what we needed to work on.” With Happy inspector, McDowell says, “Members are a lot happier, team cohesion is a lot better and the stress level is a lot lower.”

Jetts Fitness equipment

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"Everything in the facility has to be maintained according to our brand's high standards, in spotless condition and functioning flawlessly. The only way to do that with a high degree of confidence across our franchise gyms is with a consistent, standardized inspection process."

Dirk Britz
Head of Franchise Clubs

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HappyCo worked with Jetts to create a custom inspection form for its field teams to evaluate more than 40 areas and grade franchise partners on a 10-point scale. Inspectors check parking lots, landscaping, exterior lighting and entrance areas, as well as lobbies, lockers and carpets, cardio and weight gear, bathrooms and stretching areas, and employee uniforms and marketing materials. “On a fortnightly basis, we’re coming into the club and we’re going through standards of cleanliness and presentation and assessing all those things with the club manager and the team — keeping them accountable and highlighting different things that aren’t up to scratch,” says Laura Byrne, Jetts Regional Manager, Victoria. “We take the photo evidence of an issue and write up notes, so that the club manager and team are very clear when they get that report at the end of the visit: this is what I need to do in the next fourteen days and have it completed.” Today, issues that once took three months to resolve now take less than two weeks to fix, improving maintenance times by 6X.

Happy Inspector has transformed the inspection process at Jetts, improving property conditions and decreasing inspection times. “Previously an inspection was six to eight pages that would have generally taken us close to 90 minutes,” says Byrne. “With Happy Inspector, we’ve been able to get that inspection time down to 20 minutes, which is fantastic. It makes the visits with the actual team members a lot more enjoyable as well.”

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"Before Happy Inspector the most common areas we needed to improve were cleanliness and presentation. Twelve months in, our most common complaint is the 'gym is too busy'—which is a great problem to have, even if we're working hard to fix it."

Laura Byrne
Regional Manager — Victoria

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Jetts Fitness treadmills

One of the company’s key goals is “To be Australia’s Most Loved Gym,” and Jetts measures its progress to that end through its Member Promoter Survey (MPS). Before using Happy Inspector, the most common issues identified by customers were cleanliness and club presentation. A year after implementing Happy Inspector, Jetts has increased its MPS scores by 100% and boosted the number of “promoters” — satisfied customers who evangelize the gym — by 20%, which in turn has led to a 3% drop in customer attrition.

“Before Happy Inspector the most common areas we needed to improve were cleanliness and presentation,” says Byrne. “Twelve months in, our most common complaint is the ‘gym is too busy’ — which is a great problem to have, even if we’re working hard to fix it.” In addition this year, Jetts also received a prestigious five-star rating from CANSTAR, Australia and New Zealand’s premier research and expert ratings agency for customer satisfaction.

Refurbishments Lead to A Better Member Experience

Jetts manages member expectations and maintains its brand across hundreds of franchise locations. While regular inspections are critical to the company’s strong brand, full refurbishments keep gyms up to date long-term. As part of its mission to “Wow the Member,” Jetts completely overhauls its health clubs every five years and employs two full-time staff to help managers and franchise owners prepare for and manage the upgrades. Previous to implementing with HappyCo, these employees had to travel to each state every six months to conduct the initial review needed for the gym renovations. With HappyCo, they can now coordinate every aspect of a renovation remotely — from replacing equipment to revising the layout, photographing each phase so the leadership team can participate in decisions remotely. According to Britz, “Our field inspectors can now perform this work without us sending specialists, and it only takes them about 20 minutes, which is 8 times faster than it used to be before HappyCo. It’s a winning solution for us.”

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"Our field inspectors can now perform this work without us sending specialists, and it only takes them about 20 minutes, which is 8 times faster than it used to be before HappyCo. It’s a winning solution for us."

Dirk Britz
Head of Franchise Clubs

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Key Challenges

  • Labor-intensive, time-consuming process required scanning and filing 220+ inspections per week
  • Paper forms made it difficult to search for and quickly access inspections related to a specific property
  • Only 65% of mandatory inspections were completed every week

HappyCo Solutions

  • Replaced all paper-based forms with mobile inspections
  • Created detailed, custom inspection forms to help franchisees manage inspection process
  • Per-item photographs optimized and sped up franchisor feedback regarding issues
  • Mobile inspections paired with Happy Manage dashboard allowed for refurbishment team to conduct design work remotely and provide franchisor changes and approvals in real time

Successful Outcomes

  • MPS score increased 100% within 12 months of implementing Happy Inspector
  • Promoters — satisfied customers who evangelize the gym — increased by 20%
  • Maintenance resolution times improved by 6X — from 3 months to under 2 weeks
  • Earned CANSTAR five-star rating for customer satisfaction in 2016
  • Inspection times reduced from 90 to 20 minutes, a 350% increase in efficiency
  • Refurb inspections now take only 20 minutes, 8 times faster than before implementing HappyCo

Get the Jetts Fitness Case Study PDF

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