Achieving customer and employee delight and satisfaction

「In the sports club business, new memberships remained strong as interest in indoor facilities increased as a heatstroke countermeasure amid the prolonged extreme heat, and the new studio program “Essential Pilates,” introduced from July, was well received. In particular, the number of monthly corporate members for companies and health insurance societies with corporate contracts increased markedly, supported by Oasis's network of stores, many of which are located in central urban areas.」

「In the sports club business, we enhanced facilities including gyms, studios, pools and bathing facilities, and supported the health-building of people across a broad range of generations by leveraging our strengths in comfort, exercise instruction by staff and community-building.」

「In the sports club business, we actively reviewed the quality of customer service across the company, revised training content and invested in existing facilities to improve customer satisfaction. In addition, we held numerous member events, including studio programs, tennis, swimming and running, to improve technical skills and provide opportunities for everyone from children to adults to experience the enjoyment of exercise; these events were well attended.」

「As a new initiative, we developed “KIDS FIT,” an exercise school designed to develop children's physical and noncognitive skills. We also began introducing “Smart Swimming Lesson,” a sports ICT solution developed by Sony Network Communications Inc. and introduced at junior swimming schools nationwide from June 2021, to the athlete and adult classes from June.」

「Enrolled membership stood at 373,615 at the end of March 2023, including 36,936 online members, up 12.2% year on year. We also worked to enhance the value provided by renovating 10 existing facilities, primarily by expanding gym free-weight areas, launching “RENAISSANCEColors,” a fan community site where members nationwide can interact, and developing and selling “ぐんぐんノビルネ,” a private-label supplement for growing children.」

「We also worked to increase customer value by renovating 10 existing facilities, primarily by expanding gym free-weight areas, and by launching on a trial basis “RENAISSANCEColors,” a fan community site where members of small-group fitness schools can interact.」

「In the sports club business, strong growth in new fitness memberships resulted in enrolled membership of 360,848 at the end of the second quarter of the current consolidated fiscal year, including 25,305 online members, up 11.3% year on year and exceeding the previous year's level. Promotional activities highlighting features unique to comprehensive sports clubs, including pools, baths and saunas, were well received. We also renovated 10 existing facilities, primarily by expanding the free-weight areas in their gyms, to improve customer satisfaction.」

「The number of enrolled members at the end of the first quarter of the current consolidated fiscal year was 342,981, including 21,173 online members, up 11.2% year on year and above plan. The small-group, school-based fitness program launched in the previous consolidated fiscal year also continued to attract more customers than planned.」

「To achieve customer delight and satisfaction, we have focused on designing services that combine physical and digital experiences rather than relying solely on visits, and on strengthening recruitment and training to realize them. We also newly developed and introduced a large-scale school-based fitness program that could be considered advanced in the global fitness industry.」

「In fitness, we developed “TRYnations Team Training” in May as a large-scale school-based program, one of the first of its kind in the global fitness industry, and introduced it at 89 facilities. In August, we also developed “body REmake Group Training,” a school-based program for people who are not comfortable exercising and those with nonspecific complaints such as stiff shoulders and lower back pain, and have been expanding it to 92 facilities since January.」

「In the fitness business, we developed “TRYnations Team Training” in May as a large-scale school-based program, one of the first of its kind in the global fitness industry, and introduced it at 89 facilities nationwide. In August, we also developed “body REmake Group Training,” a school-based program for people who are not comfortable exercising and those with nonspecific complaints such as stiff shoulders and lower back pain, and began introducing it at 16 facilities in October, actively proposing new forms of fitness at sports clubs.」

「In May, we began rolling out nationwide “TRYnations Team Training” as a new large-scale school-based program, one of the first of its kind in Japan and possibly the global fitness industry. In June, we began the phased nationwide rollout, reportedly the world's first, of “Smart Swimming Lesson,” developed by Sony Network Communications Inc. with our cooperation.」

「As infection-prevention measures, we installed thermal cameras to measure body temperature at facility entrances, partitions around aerobic machines, and adjusted and shortened studio programs, including the number of participants. Customers also actively cooperated by disinfecting their hands and the equipment they used. As a result, we were ranked first in the “hygiene management” category for fitness clubs in the 2021 Oricon Customer Satisfaction Ranking®.」

「Accordingly, we will prepare our facilities so that members of sports clubs and other users, including those on temporary leave, can safely resume using them, review our cost structure and work toward recovering business performance and achieving further growth under the new management structure.」

「As a major topic, in November we obtained the “★★ (Navy Certification)” under the “Omotenashi Standard Certification 2017,” newly established by the Ministry of Economy, Trade and Industry to make service quality visible and revitalize local economies by supporting service providers, at all 98 “Sports Club Renaissance” facilities. We also held the “Best Staff Contest” to share the “best practices” at sports clubs and the “mindset” behind them, improve service standards and bring happiness to the many people connected with our company. Of the 16 staff members selected from across Japan who won through the preliminary rounds, 4 were recognized as best staff at the final contest in December after giving impressive instruction and speeches.」

「We also hold sports events nationwide to raise members' sense of belonging and motivation. In September, we held the “20th Renaissance Masters Swim Festival 2017,” which was attended by 1,212 masters swimmers from across Japan. In tennis, we held the “Renaissance Cup” in July and September.」

「For the sports club business, with local store marketing tailored to regional characteristics and improvements to facility environments as our basic strategies, we will strengthen our earnings foundation by providing services that “delight” customers, while contributing to the health-building of as many customers as possible and to the promotion of sports.」

「We also held the “Best Staff Contest” to share the “best practices” at sports clubs and the “mindset” behind them, improve service standards and bring happiness to the many people connected with our company. Staff selected from across Japan who had won through the preliminary rounds were recognized as best staff at the final contest in December.」

「We also held the “Best Staff Contest” again this year to share the “best practices” that create customer delight and satisfaction and the “mindset” behind them, improve service standards and bring happiness to the many people connected with our company. In December, we selected 4 best staff members from the front desk, fitness, swimming and tennis sections.」

「To achieve “customer delight and satisfaction” and “employee delight and satisfaction” and enable sustainable growth over the medium to long term, our medium-term management plan beginning in fiscal 2015 established “shifting from a single sports club business to a diversified business with health as its key theme” as its medium-term management policy, and we have focused on the following ①–③.」

「By providing services that “delight” customers, with local store marketing tailored to regional characteristics and improvements to facility environments as our basic strategies, we aim to strengthen our earnings foundation.」

「To achieve “customer delight and satisfaction” and “employee delight and satisfaction,” we have focused on the following ①–③.」