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YMCA Victoria, AU, Partners with HappyOrNot to Capture Voice of All Customers

YMCA Victoria has become the first fitness facility company in Australia to partner with the global leader in instant customer and employee satisfaction reporting service, HappyOrNot.

The HappyOrNot Smiley Terminals are in 19 YMCA centres across Melbourne, including the busiest facilities which average over 1,000 visits a day. Since launch in November 2018, more than 70,000 customer responses have been recorded.

Amie Higgs, Head of Customer Experience and CRM at YMCA Victoria said: “This partnership gives us insights into our operations and that information is valuable for our centre managers to respond quickly and effectively to the people who are using their facilities.

“With HappyOrNot, we are capturing data from all our customers, giving us well-rounded insights from every user. Our regular Net Promoter and other surveys only reach existing member database, not casual users.

“Now, we can hear the voices of all of our customers to get a deeper understanding of who uses our centres and why.”

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