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Powerhouse Fitness selects Centrebound mystery shopping to ensure their customer service is in-shape

Powerhouse Fitness have selected Centrebound to partner with them for their mystery shopping programme after a break during the pandemic. Previously Centrebound carried out mystery shopping visits of their UK stores nationwide, auditing in-store customer experience and team knowledge. Centrebound are delighted to be starting the mystery shopping programme again for Powerhouse Fitness.

Founded in 1980, Powerhouse Fitness has stores nationwide and a dedicated customer call centre based in Glasgow, and is the longest established fitness equipment supplier in the UK. Powerhouse have one of the UK’s largest selection of fitness equipment available, stocking over 80,000 items. They pride themselves on their knowledgeable team of fitness experts, focussing on both home fitness and the commercial fitness market.

Making sure their team are providing friendly advice for customers with a first-class overall store experience are the key objectives of their mystery shopping programme.

Centrebound mystery shopping agents will pose as customers to carry out the audits, asking product related questions to the team and noting the appearance of the store during their visit. Feedback is used to identify any additional training needs that may be required to support to the team members, with the aim of continual improvement of customer service, resulting in a stronger relationship between customer and brand, providing the expertise to take the customer to the next step of their fitness journey.