Improve the customer experience and reduce churn for your members

RetailX is passionate about creating great customer experiences in gym. Our solutions give the entire organization - from management to instructors - a boost in the form of increased employee engagement and higher service levels. This helps to reduce churn.

Facts and figures

of members at Norwegian gyms intend to switch gyms within 3 to 12 months *

0 %

*Excite gym analysis 2023, data basis with 46,556 respondents

Cause

of members state that the reason for switching centers is lack of operation or service from the staff *

0 %

*Excite shopping center analysis 2023, data basis with 464,532 respondents

Some key reasons why members consider switching gyms within 6 months.

Lack of selection and maintenance of equipment

0 %

Lack of cleaning and maintenance

0 %

Poor personal service and knowledge

0 %

*Excite gym analysis 2023, data basis with 46,556 respondents.

Increase satisfaction and reduce churn with the Excite platform

Working systematically to retain paying members for longer is good business. The Excite platform is designed to identify critical causes of churn and alert you well before they cancel their membership. The system engages all employees in adjusting both operations and service levels to immediately boost competitiveness.

Excite delivers ongoing feedback from members in real time, identifying potential leads for cross-selling PT services. The concept has been developed in close collaboration with several industry players and offers smart reporting that combines insight, positive reinforcement and triggers the competitive instinct.

Increased member focus

With ongoing real-time feedback from members to all employees, Excite contributes to increased customer focus through reflection, recognition and not least the desire to improve.

More aware employees

With smart visualization of insights on profitable drivers - Excite creates increased awareness of which activities affect churn, loyalty, customer satisfaction and additional sales.

Better operation

With built-in reporting for comparison data inside and outside your own center, Excite contributes to better execution through increased competitiveness and greater understanding of your own performance in context with others.

Features tailored to the fitness industry

Excite Gym is 100% developed for the fitness industry and includes a wide range of features and upgrade options. The standard module Excite Feedback is a complete module for increasing satisfaction and reducing churn. The module combines customer insight, positive reinforcement and competitive spirit. The platform is available as both an app and web interface.

Excite sends out automatic surveys using data from the membership system you use. We are already integrated with Exceline, BRP, Xerp and Sodvin. If your supplier is not on the list, we'll take care of it.

Ongoing member surveys

Generation of PT leads

Identify root causes of churn and satisfaction

Identify profitable focus areas

Define goals and engage all employees, access for all

Highlight good performance and give kudos - positive reinforcement

Intranet with file sharing

Employee engagement barometer

Reflection directly in customer response

Display adapted to different roles

Our Excite platform has a role-based structure that ensures that individuals focus on relevant tasks. The platform is available as both an APP and a web interface.

What management sees

For management, it will be important to see the big picture and be able to go into detail to strengthen development where there is potential. This is easily systematized in Excite.

What employees see

Our solution is tailored to provide employees with the necessary feedback in the areas they need to focus on to improve service levels and increase conversions.

A platform to grow in

Excite is modular and can be expanded as needed and desired, the feedback module is mandatory and contains a wide range of functions to work holistically with the customer experience throughout the organization

Excite feedback

Excite's standard module gives you real-time customer insight with feedback from both satisfied and dissatisfied customers. This gives you the insight you need to work with positive reinforcement in areas that are going well, while taking necessary action in areas where there is a need to increase sales and conversion.

All employees get access
Engaging real-time reporting
Built-in intranet with groups
Give kudos for good performance
See our team's commitment
Benchmark against the market
Set goals at all levels
Create reflection on customer response

Available add-on modules

E-learning and digital training

Fully integrated LMS, e-learning and micro-training right in the app with complete course management.

HR and operational surveys

Built-in survey builder for manager, employee and pulse surveys.

Routines and checklists

For those who want to improve the structure for goals and follow-up

Enhanced insights and analytics

Heatmap analysis to identify areas for improvement on day and time. API integration with BI systems.

Some choose to create their own methodology, we use the world's most used and recognized

The Customer Satisfaction Score (CSAT) is a 5-point measurement that is considered the world's most recognized methodology for measuring customer satisfaction. In Excite, we use this methodology to report the proportion of customers who consistently give top scores. The solution also handles the Net Promoter Score (NPS) in the mapping of customer loyalty.

Latest customer response

CSAT (Customer Satisfaction Score)
Provides immediate feedback on how satisfied the customer was after the visit.

The CSAT rating scale goes from 1 to 5 and ranges from very dissatisfied to very satisfied.

A CSAT score of 85 to 90 percent indicates that you are likely to deliver excellent customer experiences, although this will vary by industry.

Integrations

Can't find the integration you're looking for?

Don't worry if you can't find the integration you're looking for in our overview. We have several integration experts who are happy to help you set up an integration between Excite and your desired system.

Ready, set, go...

Excite is a standardized solution developed for your industry, which means it's easy to get started. We do almost all the work so you can focus on day-to-day operations.

In safe hands

All data is stored in Norway

Secure storage of data is our top priority.
That's why we store all data within the country's borders.

ISO 27001/2022 Certified

The certification shows that we protect our data in a systematic and effective way.

GDPR

RetailX complies with the European General Data Protection Regulation 2016/679 (GDPR) as well as all applicable data protection laws.

Book a chat with Jan to see how Excite can reduce churn at your center!

Implementing Excite is good business.

Reduction of churn

Capture of PT leads

Notification of defective equipment

Our services

We help you on your journey to realize the potential of using Excite. That's why we can also help you with consulting and training development to strengthen your sales and service culture. We can also provide customized reports with industry insights.

Sales and service consultancy

We're experts in increasing conversions and sales and help you develop and implement actionable strategies.

Training in sales and service management

Since our establishment, we have conducted thousands of training programs in sales, service and management.

Insight and analysis

We are the largest provider of insight into the Norwegian retail sector and assist customers with the collection and analysis of large and small data sets.

For us, this is a very important tool

Excite gives us immediate feedback from members. It gives us tremendous insight into areas for improvement and insight into what members value. For us, this has become a very important tool, both in terms of how we can improve, but also as a measurement of how operations work at the individual center. With many locations spread throughout the country, we have gained a unique overview that has made our everyday life easier and more insightful.

Morten Hellevang

CEO, Fitness Group Nordic AS

"Excite is a no brainer"

The collaboration with RetailX is invaluable and is a key contributor to our fantastic performance improvement. The Excite tool is tailored to our industry and impressively engages the entire organization, generating revenue from leads that exceeds the cost of the license. "Excite is a no brainer"

Trygve Hagen

CEO, Family Sports Club

Frequently asked questions

How do you collect customer feedback?

We start from the sources that are available.This is often linked to an APP that customers already have access to. In addition, we collect customer insights through Wi-Fi, websites and unique QR codes. We can also use proprietary feedback terminals to obtain insights on site in each department.

Which customer club operators do you have an integration / plug-in with?

We currently have integrations with many different customer clubs. If you want to know more about which customer clubs we currently work with, see integrations. If you can't find your supplier, an integration is easily set up to automate mailings in collaboration with the relevant supplier.

How long does it take to get started?

It only takes a few weeks to set up the survey and start collecting data once the integration is in place. "We often collect data for 4-6 weeks before we look at what constitutes a zero point. Then you have a good and solid foundation on which to make further decisions.

How do you provide training and get everyone up and running correctly? 

We assist with good start-up training and usually gather all department managers who need a good start and who often later need to review with their employees. In addition, our rapid support department provides assistance throughout the year as needed.

How do we get all employees to use Excite on a daily basis?

We see a direct correlation between using the system and customer satisfaction. This is easily explained by the fact that you get a directed and improved focus by reading customer feedback. To succeed in creating change in the face of customers, it is important that all employees use the solution to absorb insights and learning. This starts with recognizing where the areas for improvement in the customer experience lie and the desire to become even better. We see good development and high use of Excite for those who are able to put this into perspective for their employees.

Can Excite integrate with other systems we already use?

Yes, we have the ability to set up an API to other systems used

Is it possible to have a single sign-on from Excite into other systems?

"Yes, we can set up a single sign-on that makes it possible to access Excite directly from other platforms used. The user will then experience easier access and have fewer individual portals to deal with.

Can data from Excite be exported via API to other BI systems?

Yes, it's possible to export various key figures to other systems used, many people look at key data from Excite together with other governing KPIs that apply to the company - to be able to see the connection between the data over time.

How do we know how Excite is used in everyday life? 

Dashboards that show team engagement and daily usage while all users get a push in the app when new activities and customer responses are available create a necessary awareness and reminder of the importance of daily usage.

How do we get access to benchmarks outside our own chain? 

RetailX possesses large data sets on over 1,600 different brands that are collected from Norwegian shopping centers every year. This is data that we own ourselves and that we can share with other users of the Excite solution. The most natural thing to do is to look at your own competitive picture, and make use of overall aggregated data on all stages of the customer journey for the selected period - and compare with your own results.

What languages are available?

Web and APP are currently available in Norwegian, Swedish and English The questionnaire itself can be developed in any language of your choice.

Can we set up different types of surveys ourselves?

You can freely set up your own surveys in Excite, both internally and externally. You can set up everything yourself, but you can also get help from our consultants who have extensive experience in terms of both question wording and length.

Is support included in annual licenses? 

Yes, all support relating to users and assistance with the existing solution is available to all users throughout the year, both by phone and online.

Have Excite solutions that enable cost savings on other platforms we already use

Excite has been developed to support the need for tools related to good operation and implementation.We have emphasized developing functionality that allows e-learning systems as well as forums and common communication platforms / intranets to be added to Excite. This often proves to be very cost-effective.