Gathering Fitness Client Feedback

Starting Point

It can be overwhelming to consider “the best approach” to gathering insight from your clients. The question becomes — where do I start?

Possible Feedback Channels

Thanks to social media, email, Zoom, and tons of industry-oriented apps, the possibilities for collecting client data are endless. That is a good problem to have as it means you have a choice to make with your client. Here are possible avenues — and keep in mind, you can always use more than one.

  • Feedback Forms: Many professionals choose to do monthly Survey Monkey-type forms where open and closed-ended questions are asked.
  • Qualitative Conversations/Check-ins. I find these types of interactions to be the most valuable because they are organic nature. I appreciate how this allows for conversations to evolve and new ideas to be shared. I do this every 6–12 weeks (depending on the client’s program, needs, etc.). If you choose this as one of your methods, have some specific questions ready you want your clients to answer. These can be conducted on the phone or via a video conferencing platform. I advocate for video because you can see the nonverbal body language (facial expressions, etc.) that may reveal more than you would expect.
  • Email Dialogues: These work well for simple questions and for clients on a limited availability schedule with work, family, etc. If the thread becomes lengthy, however, the information you are seeking can become difficult to manage.
  • Text: Texting offers a quick option to “check-in” with your clients and ask them two or three general questions. Like email, if the thread becomes lengthy and/or there’s too much back and forth, information and intention can be lost. Make sure you record the comments/sentiments in your client data files.
  • Social Media Channels: If you have a specific channel you use for your business or some type of business page that is connected to a form or questionnaire, you can leverage this as an option to engage with your consumers.

Tips for Gathering Quality Feedback

Platform or channel selection aside, there are five key components to making the feedback you gather worth your time and your clients’.

  1. Actively seek opportunities to gather feedback on a consistent basis.
  2. Use the feedback you receive. The act of gathering feedback is one thing, implementing it with intention and purpose is another. Don’t collect feedback and let it sit on a shelf (or in an app). Apply it!
  3. Ask questions that relate to your client’s effort and level of satisfaction.
  4. If you are using a survey/poll type of system, make sure you leave space for write-in responses and other comments.

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Erin Dollison Nitschke

Erin Dollison Nitschke

Passionate college educator, writer, and health and fitness professional. I am an NFPT-CPT, NSCA-CPT, ACE Fitness Nutrition Specialist, ACE Health Coach, & Pn1.