Time to Reply Study: Independent Multisites - Australia
A deep dive into the response times and inquiry handling for multi-site independent gyms across Australia. As a vital first impression, response times can significantly impact lead conversion rates. Through this study, we examine how fitness operators perform on key metrics like response time, certainty of reply, and availability of FAQs on websites. Here are the key findings and insights.
Key Findings:
Response Time Discrepancies: Email inquiries averaged a 271-minute response time—Australia's shortest response time across segments—while Facebook responses took more than 2 days.
Missed Inquiries: 30% of inquiries went unanswered, with 52% of Facebook inquiries receiving no reply.
FAQ Utilization: Only 38% of multi-site gym websites provided FAQs, leaving a significant information gap for prospective members.
The sector shows clear room for improvement in speed, responsiveness, and proactive information sharing, leaving room to improve member acquisition and differentiate independent multisite gyms from competitors.
