Time to Reply Study: Independent Multisites - UK

We conducted an investigation into the response times and engagement practices of UK-based multi-site independent gyms, revealing critical gaps in responsiveness that impact lead conversion rates. By assessing inquiry reply times across email and social media, this study offers insights into the opportunities for gyms to improve their member acquisition strategy and grow their community.

Key Findings:

• Slow Email Responses: UK gyms averaged a 714-minute response time on email, with 45% of inquiries receiving no reply, underscoring the need for faster follow-up.

• Social Media Gaps: Facebook and Instagram inquiries were particularly neglected, with nearly 59% of Facebook and 47% of Instagram inquiries going unanswered.

• Inadequate Self-Serve Information: 38% of websites lacked an FAQ section, meaning prospects had to reach out for basic information that could be readily available.

This study reveals that UK independent multisite gyms are missing key engagement windows, with slower-than-ideal response times and insufficient self-serve options, potentially driving members toward competitors.