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Esporta launches mystery member campaign to improve service

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Esporta has launched a nationwide mystery member campaign to improve customer service and retention.

Mystery members are being recruited from the public, rather than being professional mystery shoppers, and will take up their roles by the end of February.

Esporta – whose new chief executive, Neil Gillis, joined the company from Greene King – aims to emulate the service received in the hospitality industry through monthly feedback provided by the mystery members.

Scott Wallace, sales and marketing director, said: “Maintaining good customer service is integral to retaining new members and we want Esporta to be known as being the best run health club in the UK.”

As well as offering monthly feedback, the mystery members will have quarterly face to face meetings with Wallace.

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Esporta has launched a nationwide mystery member campaign to improve customer service and retention.
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