Pure Barre Partners with Service Management Group to Mine Client Feedback and Capture Actionable Insights

By MTS Staff Writer On Aug 11, 2018

Pure Barre has engaged Service Management Group (SMG) to measure the customer experience of 500 studios across North America and capture feedback on more than 4,000 instructors. In partnership with SMG, Pure Barre will capture location-level feedback and evaluate key drivers of overall satisfaction to improve instructor training and elevate the client experience.The largest, most established barre franchise in the nation, Pure Barre utilizes barre fitness to offer a low-impact, total-body workout through small isometric movements. Pure Barre has created a connected, customer-centric experience across studios by creating an environment that encourages clients to inspire and empower each other.

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“Capturing client feedback is critical to the development of our teachers, and to maintaining the highest quality technique in our studios,” said Christina Russell, Pure Barre CEO. “By partnering with SMG, we’re able to amplify our members’ voices and give specific constructive feedback, which ensures the best possible experience for our members.”

Using SMG VisitView, a location-level CX survey, Pure Barre is capturing feedback from each studio following a client’s first visit and on a monthly cadence. Through a seamless integration with the MindBody business management platform, Pure Barre delivers a client survey via email, and the smg360 reporting dashboard and mobile app provide employees with 24/7 access to client feedback and studio performance.

“Our integration with the MindBody platform allows Pure Barre to leverage its existing investment while taking advantage of our robust technology and reporting capabilities,” said Dennis Ehrich, SMG Chief Product and Technology Officer. “Providing on-demand visibility to client feedback across the organization will allow the Pure Barre team to act faster and uncover meaningful insights.”