Customer satisfaction is one thing. It’s nice to know your health club members are content, and that you’re meeting their most pressing needs so they don’t need to complain or go elsewhere (at least for now). But then there’s retention. The more satisfied your members are, the more likely you’ll retain them - and the more money you’ll keep in the long haul. It’s just good business sense to hang onto the members you currently have and incentivize them to remain loyal to you.