Write a customer satisfaction message that builds loyalty

Loyalty is never a coincidence. It is born from coherent experiences and well-placed attention. A well-written customer satisfaction message transforms a good session into a lasting relationship. In this guide, you will find a simple method, ready-to-use examples, an automation plan and indicators to progress week after week.

To go further in terms of tools and content, explore the EKKLO resources on https://info.ekklo.com/.

Why your messages matter in loyalty

The memory effect after session

After the effort, the emotion is still there... but it subsides quickly. A customer satisfaction message, sent at the right time, reactivates this positive emotion. It enhances commitment, reinforces motivation and makes you want to come back.

• You anchor the “good memory” of the session.
• You show that you really follow the person.
• You create a relational habit, the key to loyalty.

Retention vs. acquisition: the equation that changes everything

Keeping a customer costs less than finding a new one. A simple, regular customer satisfaction message can reduce churn, increase word of mouth and stabilize your revenue.

Useful benchmarks:

• An engaged customer responds more, books more and recommends more.
• A few retention points earned change your annual revenue.

The moments that trigger a message

• After the 1st session (24-72 h)
• After a milestone (5th session, -2 kg, 1st traction)
• After returning from absence
• After an opinion left (positive or negative)
• Before a point of withdrawal (e.g. 10 days without reservation)

Tip: plan these key moments in your tool. You can also automate part of your follow-up without losing the human touch to save time.

The 4 ingredients of an effective customer satisfaction message

1) Context personalization

Use the first name, the objective and a concrete detail of the session. Show that the message is for “her/him”, not a copy and paste.

• “ Well done Marie for your first HIIT session in the evening. »
• “You lasted 90 seconds of core training, that’s +20 seconds compared to last week. »

2) Specific gratitude

Give thanks for something specific. The person feels that they matter.

• “Thank you for your energy which boosted the group. »
• “Thank you for your feedback on the warm-up, we have already adjusted it. »

3) Proof of follow-up and focus on what's next

Show a measure or a fact, then a small concrete step.

• “ 2 reservations this week, objective 3 the next. »
• “You have validated 10,000 steps for 5 days, continue Saturday and Sunday. »

4) Call for response and/or action

End with a simple question or clear action.

• “What did you like most today? »
• “Book your next session here” (direct link).

A good customer satisfaction message remains short, warm and action-oriented.

Ready-to-use scripts per scenario

New member (72 hours after onboarding)

Subject/SMS: Welcome [First name] - you you're launched!

Message: “Hi [First name], congratulations on your first session with us. You have validated [ex: 3 laps of the circuit], it’s an excellent start. Thank you for your trust. To keep up the pace, I'm offering you 2 slots this week: [Tuesday 6 p.m.] or [Thursday 12 p.m.]. Which one do you prefer? »

Why it works: the customer satisfaction message reinforces the initial momentum and offers a simple choice.

Goal achieved (e.g. -2 kg, 5th consecutive session)

Subject/SMS: [First name], milestone reached - we're marking the occasion 🎯

Message: “Congratulations [First name]! -2 kg in 4 weeks and 5 validated sessions. Your regularity pays off. Thank you for your seriousness. Next step: stabilize this loss over 2 weeks with 2 sessions + 1 long walk. Are you up for it? »

Return after absence

Subject/SMS: When will we see you again, [First name]?

Message: “Hello [First name], no news for 10 days. Everything is fine ? We have saved a place for you on Thursday 6 p.m. or Saturday 10 a.m. Tell me what suits you, we'll leave alone. »

Here, the customer satisfaction message reassures, relieves guilt and facilitates recovery.

Dissatisfaction detected (average or negative review)

Subject/SMS: Thank you for your feedback, we will correct it quickly

Message: “Thank you [First name] for sharing your feelings. I noted [e.g. warm-up too short]. We're extending it by 5 minutes starting this week. Does this meet your needs? I remain available to adjust. »

This customer satisfaction message transforms a criticism into visible improvement.

Recommended timing, channels and frequency

SMS, WhatsApp or email: which to choose?

• SMS/WhatsApp: ideal for short, personal and immediate action.
• Email: perfect for a weekly recap, a review monthly or an offer.
• App/EKKLO: notifications related to planning, progress monitoring and payments.

Simple rule: start short (SMS/WhatsApp), go deeper by email if necessary.

When to send: the right timing

• 24-72 hours after a first session
• Weekly: mini-recap of progress + next small step
• 30 days: short review + adjustments

Also think about “micro-triggers”: last minute cancellation, no-show, new record, first successful payment. A brief and timely customer satisfaction message makes the difference.

Manage volume: group vs. individual

• Group messages: collective congratulations after a completed WOD/course.
• Individual messages: milestones, absence feedback, sensitive feedback.

Tip: create 6-8 templates, then personalize the 1st and last sentence.

In the middle of your strategy, gain efficiency by integrating simple tools: see how use technology to optimize your coaching sessions.

Measure and improve: your 4 basic indicators

NPS and CSAT in 1 minute

• CSAT (hot satisfaction): “Out of 5, how do you rate the session? »
• NPS (recommendation): “Out of 10, would you recommend the studio/coach? »

Link these scores to your messages: a good customer satisfaction message increases the score over the weeks.

Response rate, reservation and churn

• Message response rate
• Reservations within 48 hours after sending
• Monthly churn (cancellations or inactive > 30 days)

If the response rate drops, simplify your messages and ask just 1 question.

A/B test: small volume, big learnings

Test 1 variable at a time:

• Timing (evening vs morning)
• Channel (WhatsApp vs SMS)
• Call to action wording

Keep the version that generates the most responses or reservations.

Automate without losing the human touch (with EKKLO)

The data that makes the difference

For a customer satisfaction message to appear natural, it needs data:

• Scheduling: next available, favorite slots
• Progress: charges, time, weekly frequency
• Status: new, loyal, inactive, in recovery
• Payments: success/failure, renewal at come

Your playbooks ready to activate in EKKLO

EKKLO brings together offer creation, planning, progress monitoring, payments and messages. Ideal for triggering the right message at the right time.

• After 1st session: welcome message + 2 slot proposals
• Before renewal: reminder + loyalty advantage
• Inactive 10 days: resumption message + 2 options
• Objective achieved: congratulations + new micro-objective

Discover EKKLO and its resources at https://info.ekklo.com/.

Anti-robot safeguards

• Personalize the first sentence with a real detail
• Limit yourself to 1 call to action
• Manually respond to sensitive messages

Implementation plan D1 → D30

• Day 1-3: choose 6 priority models
• Day 4-7: plug in planning/progress/payments
• Week 2: launch 2 scenarios (new + inactive)
• Week 3: add “objective achieved”
• Week 4: measure, test 1 variant, adjust

Examples of wording by channel

WhatsApp/SMS (short and direct)

• “ Bravo [First name] for your 4th session this month. Are you aiming for 5? I have a place on Thursday 6 p.m. »
• “Thank you for your opinion [4/5], we’ll extend the warm-up tomorrow. Tell me if it's better? »

Email (recap + next step)

Subject: Your express assessment and the rest →

« Hi [First name], • 3 sessions this week (+1 vs last week) • New record: 10 strict push-upsThank you for your regularity. Next step: 3 sessions + 1 long walk on Sunday. Do you prefer Tuesday 12 p.m. or Thursday 6 p.m.? »

Each email is also a customer satisfaction message: short, precise, actionable.

To remember

• The right message at the right time consolidates the positive emotion of the session.
• Personalize the context, thank you specifically, suggest a small step.
• Measure responses, 48-hour reservations, and churn to manage your adjustments.
• Automate key scenarios, keep a human touch at sensitive moments.
• Use EKKLO to connect planning, progress, payments and messages.

Conclusion: take action today

Start with 3 models and 2 triggers. Send your first customer satisfaction message 24-72 hours after the session, then measure responses and bookings. Centralize your tracking, offers and messages with EKKLO to save time and build loyalty faster.

• Visit the EKKLO resources hub: https://info.ekklo.com/
• Build offers that make you want to stay: create attractive packages as a coach
• And if you're just starting out, explore our practical guides and free tools at https://info.ekklo.com/

You have everything you need to write simple, human and effective messages. It’s up to you!