How to respond to a mixed 3-star review for gyms
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to gyms
Cancellation complaints are the most common and the most damaging. Point to a simple, specific way to cancel or get help.
- Common complaints
- difficulty cancelling a membership, crowding at peak hours, broken equipment
- Common praise
- the clean equipment, the motivating trainers, a welcoming community
Example reply
The clean equipment was great, but difficulty cancelling a membership really took away from it.
Thank you for the honest feedback. We're glad the clean equipment stood out, and we're sorry difficulty cancelling a membership let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your gym name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep