Template

CSC Customer Experience Audit Checklist

by Daniel Palmes, from the Community

10+

This customer experience audit template is designed for gyms and leisure centres to assess every stage of the visitor journey and facility standards. It covers car parks and external fabric condition, reception and queue management, circulation areas, toilets and changing rooms, and compliance with brand signage. Activity areas such as studios and gyms are checked for cleanliness, equipment maintenance, lighting, temperature and safety. The audit also reviews concierge interactions, staff presentation, access control, policies and awards. Additional sections address artificial pitches, retention and complaint follow-up, marketing and online presence, and fitness services and classes. Use this checklist to identify issues, maintain consistent standards and enhance member satisfaction.

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Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Customer Experience Audit Checklist
Evaluate the end-to-end customer journey in gyms and leisure centers with this audit checklist. Sections cover car parks and external areas, reception and circulation spaces, toilets and changing rooms, studios and gyms, sports halls, tennis courts and artificial pitches. Assess cleanliness, maintenance, signage, lighting, equipment condition, and temperature control. Review staff presentation and service, queue management, access control, policies and rules, marketing materials, online presence, retention practices, and fitness services and classes. Use findings to improve standards and customer satisfaction.
by Alex Norris, from the Community
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Template
Customer Experience Audit
This customer experience audit checklist helps gyms and leisure centers evaluate every stage of the guest journey and site presentation. It covers car parks, external building condition, reception operations, circulation areas, toilets and changing rooms, and activity spaces including studios, gyms, sports halls, tennis courts, artificial pitches, and more. Criteria include cleanliness, maintenance, signage and brand standards, lighting, equipment condition, air conditioning, accessibility, and safety. It also reviews customer service at reception, policies and rules visibility, marketing and branding, online presence and listings, and retention processes such as complaint follow up. Use this tool to standardize audits, improve service quality, and drive member satisfaction and retention.
by Alex Norris, from the Community
Downloads: 10+
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Template
Health Club Standards and Service Audit Monthly
This monthly audit checklist helps health clubs maintain consistent standards and service across all areas of the facility. It covers review of previous audits and daily operational tours, entrance and reception presentation, back of house and storerooms, retail and cafe areas, and changing rooms and toilets. It includes detailed checks for showers and vanity areas, wellness and wet zones such as saunas, steam rooms, spa and pool with water testing and lifesaving equipment, plus gym floor cleanliness, equipment condition, and member experience. The template also reviews group exercise studios, general safety including defibrillator and first aid readiness, fire safety, alarms and emergency lighting, and proper storage of chemicals. Third party operations like beauty rooms and creche are assessed for brand alignment, and sales and marketing items such as starter packs, guest passes, and promotions are verified to ensure consistent brand standards.
by VASILIKI KAPARI, from the Community
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Template
Brand Standards Audit
This Brand Standards Audit checklist helps fitness clubs assess compliance and presentation across all member areas. Review cleanliness, condition, and brand alignment in reception, changing rooms, poolside, permanent locker areas, free weights, resistance and cardio floors, and studios. Confirm that fixtures, lighting, equipment, flooring, doors, tiles, lockers, signage, and staff presentation meet brand expectations. Use it to coordinate Operations, Maintenance, Cleaning, and Fitness Concierge teams, drive consistency, and enhance the member experience.
by Marcel Glogowski, from the Community
Downloads: 10+
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CSC Customer Experience Audit Checklist

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