Gold's Gym, Dallas, ranked highest in customer satisfaction among eight national health club brands, according to a report released by J.D. Power on Tuesday.
Gold's Gym earned the top ranking in the J.D. Power Health and Fitness Center Satisfaction Report for the second straight year with a score of 878 on the 1,000-point scale. The score was a 43-point increase compared to last year's inaugural report. Gold's Gym performed "particularly well" in the equipment condition, safety and cleanliness factors, according to J.D. Power.
Planet Fitness ranked second in the 2016 report with Equinox, 24 Hour Fitness, Capital Fitness (Xsport Fitness), Life Time Fitness, LA Fitness and Town Sports International rounding out the list in that order. (See a chart with the rankings at the bottom of this story.)
Planet Fitness, which increased its score 28 points from 2015 to 856, performed "particularly well" in price and safety, J.D. Power noted. Equinox, which increased its score 19 points from 2015 to 838, "performs well" in safety and equipment condition, J.D. Power added. In the 2015 report, Planet Fitness ranked No. 3, and Equinox ranked No. 5.
The report was calculated based on responses from 2,549 health and fitness center members who visited their clubs in the past three months. The report measured customer satisfaction with health and fitness centers by examining cleanliness, equipment condition, helpfulness of staff, price, safety, variety of classes, and variety of equipment and amenities. The study was fielded in May and June.
The report found, on average, club members are "significantly more satisfied" with their fitness center in 2016 than they were in 2015. The average report score among the eight companies was 826 compared to 813 in 2015.
"Health and fitness centers have increased their focus on their members' journeys," Rick Johnson, practice area lead for health care, J.D. Power, said in a statement. "A helpful staff shapes members' perceptions of their experience at the gym and drives satisfaction the most among members."
One key finding of the study showed that 39 percent of members indicate they received a free or discounted membership. Another key finding showed there is still "significant room for improvement" as 55 percent of members said they "definitely will" recommend their club to a friend, relative or colleague, J.D. Power noted.