Customer Support

How to run nps and csat surveys as Fitness Studio Founders

Customer SupportFor Fitness Studio Founders2 apps10 steps~20 min to set up

You run a 6am bootcamp and a 7pm yoga flow, and the only time you hear from members is when they're canceling. Mindbody and MarianaTek don't have a built-in NPS tool, so you either paste a Google Form link into an email blast and get a 6% response rate, or you pay for a separate survey platform that has no idea who attended what class. You end up manually cross-referencing survey responses against attendance exports to figure out whether your Tuesday HIIT regulars are actually happy. It takes two hours on a Sunday, the data is stale by Monday, and you still don't know which instructor is quietly driving members out the door.

Build this on Starch → See the apps used

Customer SupportFor Fitness Studio Founders2 apps10 steps~20 min to set up

Outcome

What you'll set up

An automated post-class NPS survey that fires after every visit — pulled from your booking platform via browser automation — so responses are tied to the actual class, instructor, and time slot

A member sentiment dashboard that shows NPS score by class type, instructor, and day of week, updated weekly without a spreadsheet in sight

An alert that flags any member who scores 6 or below and drafts a personal check-in message for you to send before they quietly cancel

The Starch recipe

Apps, data, and prompts

The combination of Starch apps, the data sources they pull from, and the prompts you use to drive them.

Apps used

CRM

Data sources & config

Starch automates your Mindbody or MarianaTek attendance data through your browser — no API needed, since neither platform exposes open APIs for independent operators. Survey responses collected via email (Starch connects directly to Gmail for send and receive) are parsed and stored in Starch. The CRM app uses your Gmail connection to log reply threads. Typeform or Google Forms can be connected from Starch's integration catalog; the agent queries them live when pulling new responses.

Prompts to copy

Pull this week's completed class visits from Mindbody through browser automation. For each member who attended, send a 2-question survey: their NPS score (0-10) and one open-text question asking what we could do better. Tag each response with the class name, instructor, and time slot.

Every Monday morning, give me an NPS breakdown by instructor and class type for the past 30 days. Flag any instructor whose average score dropped more than 1 point week over week, and list the three most common themes in the open-text responses.

Whenever a member submits an NPS score of 6 or lower, add them to my CRM with a 'at-risk' tag, log the class they attended, and draft a personal check-in text from me that references their specific class and asks if everything is okay.

Run these in Starch → or paste them into your favorite agent

Walkthrough

Step-by-step

1 Connect Gmail to Starch so survey emails send from your actual studio address and replies land back in Starch for parsing.

2 Tell Starch to automate your Mindbody (or MarianaTek, or Wodify) account through your browser so it can pull a completed-visit list each day — name the studio URL and your login, and Starch handles the rest.

3 Describe the survey you want: 'After every visit, send the member a 2-question email — a 0-10 NPS score and one open text field. Tag each response with class name, instructor, and time slot.' Starch builds the send logic and the response-capture table.

4 Fork the CRM starter app and tell Starch to add a 'Member Sentiment' field set: NPS score, last survey date, at-risk flag, and open-text summary. This becomes your source of truth for member health.

5 Set up the weekly NPS dashboard: 'Every Monday at 7am, generate a table showing average NPS by instructor and class type for the past 30 days, and highlight any score below 7.5.' Starch schedules it and posts it to your Slack or emails it to you.

6 Build the detractor alert: 'Whenever a survey response comes in with a score of 6 or lower, tag that member as at-risk in the CRM, note which class they attended, and draft a check-in text I can review and send.' Starch triggers this in real time as responses arrive.

7 Add a CSAT variant for front-desk interactions: 'After any email exchange where a member asks about pricing, class packs, or freezing their membership, send a 1-question CSAT: how easy was it to get what you needed?' Wire this to Gmail so it fires automatically after you close those threads.

8 Ask Starch to surface instructor-level trends quarterly: 'Compare NPS scores for each instructor across Q1 and Q2. List the top three open-text complaints per instructor and flag anyone whose score declined more than 10%.' Use this for your quarterly instructor review.

9 Set up a win-back prompt: 'Every Friday, show me members who gave a 6 or lower more than 14 days ago and haven't booked a class since. Draft a personal re-engagement email for each one that mentions the class they last attended.'

10 Publish your NPS trend as a lightweight dashboard you can pull up on your phone before your morning class — not a PDF, a live view that refreshes when new responses come in.

See this running on Starch

Connect your tools, describe what you want, and the agent builds it. Closed beta is free.

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Worked example

April 2026 — Instructor Retention Audit at a 12-class-per-week Pilates Studio

Sample numbers from a real run

Total survey responses collected (April)	187
Overall NPS score (studio-wide)	61
NPS score — Monday/Wednesday reformer (Instructor: Sarah)	74
NPS score — Saturday morning flow (Instructor: Marcus)	43
At-risk members flagged (score ≤ 6)	14
Check-in messages drafted and sent	14
Members re-booked within 7 days of check-in	6

In April, the studio owner asked Starch to pull four weeks of completed visits from Mindbody via browser automation and cross-reference them against survey responses collected in Gmail. Out of 187 responses, Marcus's Saturday class came back with a 43 NPS — 31 points below Sarah's reformer sessions. The open-text summaries Starch generated showed a consistent theme: members felt the Saturday class moved too fast for the skill mix in the room. Starch flagged 14 detractors, drafted personalized check-in texts for each one, and the owner sent them the same afternoon. Six of those 14 rebooked within the week. Without this workflow, those 14 members would have quietly churned — and the Saturday pacing issue would have stayed invisible until class fill rates dropped enough to notice on a spreadsheet two months later.

Measurement

How you'll know it's working

NPS score by instructor (tracked weekly, not just studio-wide)

CSAT score on front-desk and membership inquiry interactions

Detractor-to-rebook rate after check-in outreach

Survey response rate by class type (early signal of disengaged members)

At-risk member count (score ≤ 6) as a leading churn indicator

Comparison

What this replaces

The other ways teams handle this today, and how the Starch version compares.

Typeform + Zapier + Google Sheets

Works, but each survey response is a flat row with no awareness of which instructor taught, which class filled, or who is two visits away from churning — you're still doing the cross-referencing by hand.

Mindbody's built-in feedback tools

Mindbody's native survey feature exists but gives you aggregate star ratings, not segmentation by instructor, time slot, or member tenure — you can't act on it.

Delighted or Medallia

Purpose-built NPS platforms are polished, but they don't know your class schedule or member visit history, so connecting a low score to a specific class and instructor still requires a manual export and a lookup.

SurveyMonkey + manual email blast

Easy to set up once, but sending, collecting, tagging, and following up on detractors is entirely manual work that falls off when you're teaching six classes a day.

On Starch RECOMMENDED

One platform — crm, founder inbox all running on connected data. Setup in plain English; numbers stay current via scheduled syncs and live agent queries.

Try it on Starch →

FAQ

Frequently asked questions

Mindbody doesn't have an open API for independent studios. Can Starch still pull my attendance data?

Yes. Starch automates Mindbody through your browser — the same way you'd log in and click through it yourself, but on a schedule. No API key needed. The same approach works for MarianaTek, Wodify, and ClassPass instructor portals.

Will the survey emails come from my studio's email address or some generic Starch address?

They come from your Gmail account. Starch connects directly to Gmail for sending and receiving, so members see your name in the From field, not a third-party survey platform.

What happens if a member replies to the survey email instead of clicking a score link?

Starch reads the reply through your Gmail connection and tries to parse a score or sentiment from the text. You can tell Starch how to handle ambiguous replies — for example, 'if someone replies with text but no score, tag them for manual follow-up and add a note to their CRM record.'

Is Starch SOC 2 Type II certified? I'd be storing member emails and survey responses.

Not yet — Starch is not SOC 2 Type II certified today. If your studio operates under strict data compliance requirements, that's worth knowing upfront. Most independent studio operators find the tradeoff acceptable, but it's an honest limit.

Can I segment NPS by membership tier — like comparing drop-in members to monthly unlimited subscribers?

Yes, if your booking platform stores membership type alongside visit records. Tell Starch to pull membership type as part of the browser automation when it reads attendance data, then include it as a tag on each survey response. You can then ask 'show me NPS broken out by membership type for the past 60 days' and get a real answer.

I already use Typeform for surveys. Do I have to rebuild everything in Starch?

No. You can connect Typeform from Starch's integration catalog; the agent queries it live when pulling new responses. Starch can read your existing Typeform results and layer on the cross-referencing, CRM tagging, and detractor alerting without you rebuilding your survey forms.

What if I want to run a CSAT survey specifically after front-desk emails, not after every class visit?

Tell Starch exactly that: 'After I send an email to a member that includes the words pricing, freeze, or class pack, wait 24 hours and send a 1-question CSAT asking how easy it was to get help.' Starch watches your Gmail sent folder and triggers the follow-up automatically.