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Customer Experience

Gym & Fitness Studio Member Satisfaction Survey

Tracks how members rate equipment, cleanliness, classes, and staff, and flags who's at risk of canceling. An AI follow-up digs into the specific moment or friction point behind low renewal intent, giving retention teams a reason to act on instead of just a number.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

14 questions · ~7 min
Q01
Message

Hi! We'd love your honest take on your experience at the gym so we can keep improving equipment, cleanliness, classes, and service. This will take about 8 minutes, and your answers are confidential.

Q02
Multiple ChoiceRequired

How long have you been a member here?

  • Less than 1 month
  • 1-3 months
  • 4-11 months
  • 1-2 years
  • More than 2 years
Q03
Multiple ChoiceRequired

In the last 30 days, how often did you visit the gym or studio?

  • Not at all
  • 1-2 times
  • 3-5 times
  • 6-10 times
  • More than 10 times
Q04
Opinion ScaleRequired

How likely are you to recommend this gym to a friend or family member?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q05
MatrixRequired

Please rate your satisfaction with each of the following:

9 rows × 5 columns
  • Availability of equipment when you want it
  • Condition and maintenance of equipment
  • Cleanliness of the workout floor
  • Cleanliness of locker rooms and showers
  • Variety of classes offered
  • +4 more
Columns: Poor · Fair · Good · Very Good · Excellent
Q06
Multiple Choice

In the last 30 days, which of these issues did you personally run into? Select all that apply.

  • Broken or out-of-order equipment
  • Had to wait for a machine or space
  • Equipment felt outdated
  • Locker room or shower issues (dirty, out of towels/supplies, etc.)
  • Class was full or canceled last minute
  • Trouble getting help from staff
Q07
Rating Scale

If you've attended a group class in the last 30 days, how would you rate the overall class experience?

Range: 1 – 5
Min:PoorMax:Excellent
Q08
Opinion ScaleRequired

How likely are you to cancel or not renew your membership in the next 3 months?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q09
AI Interview

If the respondent's cancellation likelihood is 6 or higher, find out what specifically is pushing them toward leaving — a bad experience, a price concern, a competitor, or just disuse — and whether anything could realistically change their mind. If their likelihood is low, ask what one thing (equipment, cleanliness, classes, or staff) would make their experience even better, and get a concrete example rather than a general opinion.

Q10
Best–Worst Trade-off (MaxDiff)Required

If we could only make three improvements, which of these would matter most to you?

  • More or newer cardio/strength equipment
  • Cleaner locker rooms and showers
  • More class variety or time slots
  • Friendlier or more attentive staff
  • Longer opening hours
  • Lower membership price
  • Better parking or facility access
  • Faster booking/app experience
Pick best & worst per setBest:Matters mostWorst:Matters least
Q11
Long Text

Anything else about your experience with equipment, cleanliness, classes, or staff you'd like us to know?

Q12
Multiple Choice

Which age range do you fall into?

  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q13
Multiple Choice

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer to self-describe
  • Prefer not to say
Q14
Message

Thank you for sharing your feedback! We use these responses to fix equipment and cleanliness issues, shape our class schedule, and coach our team — and to reach out personally to members at risk of leaving.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Combines core satisfaction tracking (equipment, cleanliness, classes, staff) with a churn-risk signal via a dedicated cancellation-likelihood opinion scale, not just a generic NPS score
  • Uses a conditional AI follow-up interview step that only triggers for members scoring 6+ on cancel likelihood, automatically probing for the specific moment or friction point behind their risk instead of leaving retention teams to guess
  • Includes a best-worst trade-off prioritization question so retention/ops teams get a ranked view of which fixes matter most, not just open-ended complaints
  • Pairs a matrix satisfaction rating with a multi-select issue-identification question and a open-text catch-all, giving both quantifiable trend data and specific verbatim context in one flow

Jotform

Fitness Membership Cancellation Form Template

This is a cancellation intake form for members who have already decided to leave, not a satisfaction survey aimed at ongoing members. It's a fielding-ready static form built for capturing exit reasons and processing the cancellation itself. Useful for offboarding paperwork, but it doesn't help gyms identify or intervene with at-risk members before they cancel.

What it does well

  • Purpose-built for the cancellation moment with fields likely covering reason-for-leaving and account details
  • Fielding-ready static form, easy to embed on a gym's website or member portal
  • Jotform's drag-and-drop builder allows quick customization of fields

Where it falls short

  • Captures cancellation only after the decision is made, with no mechanism to flag at-risk members earlier
  • Static form with fixed fields, no adaptive follow-up to dig into the specific friction point behind a cancellation
  • No automated per-response quality scoring or generated retention report

Typeform

Member Satisfaction Survey Template

A generic member satisfaction survey template, not tailored to gyms or fitness studios specifically, so questions around equipment, classes, or staff would need to be built from scratch. It's a fielding-ready template with Typeform's typical conversational, one-question-at-a-time format. Best suited as a general starting point rather than a fitness-specific tool.

What it does well

  • Typeform's clean, conversational UI tends to produce good completion rates
  • Fielding-ready and easy to launch quickly for general membership contexts
  • Flexible enough to adapt to many membership-based businesses, not just gyms

Where it falls short

  • Not fitness-specific — lacks built-in questions on equipment, cleanliness, classes, or staff satisfaction
  • No adaptive AI follow-up to probe why a member gave a low score
  • No built-in cancellation-risk flagging or automated quality scoring of responses

SurveyMonkey

Gym Membership Form Template

A gym-specific template, though its framing as a 'membership form' suggests it may lean toward sign-up/intake data rather than being purpose-built for satisfaction and retention tracking. It's a fielding-ready static questionnaire in SurveyMonkey's standard format. Good for basic member data collection, but not explicitly designed to surface at-risk members or the reasons behind low renewal intent.

What it does well

  • Directly targeted at gym/fitness membership context
  • Fielding-ready and simple to deploy through SurveyMonkey's established platform
  • Benefits from SurveyMonkey's broad reporting and analytics dashboard

Where it falls short

  • Static question set with no adaptive AI interview to explore the specific reason behind dissatisfaction
  • No dedicated cancellation-risk scoring or conditional logic to flag and follow up with at-risk members
  • No transparent prompt methodology or automated quality scoring of open-ended responses

Ready to launch?

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