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Phone enquiries ‘the Achilles’ heel’ of industry – research

THE fitness industry is getting worse at responding to customer enquiries on the telephone, according to the results of new research.
Leisure-net Solutions’ third annual call-Focus survey included 120 calls to more than 60 sites across the private, local authority and leisure trust sectors. They were benchmarked against previous surveys to test whether the industry is answering telephone membership enquiries more quickly and efficiently.
Results showed that less than 60 per cent of calls were answered within five rings, down from 75 per cent last year.

Go backPosted on 8th January 2010