Time to Reply Study: North American Multisites
Two thirds of inquiries to North American multisite gyms go unanswered.
We tested how North American multi-site independents respond to inquiries on email, Facebook and Instagram. The study shows where reply speed, reply certainty and missing FAQs cost operators prospective members.
What You Will Find Inside
Benchmarks for email, Facebook and Instagram, with clear next steps.
Segment highlights at a glance
How North American multisite independents performed on reply speed, certainty of reply and availability of information.
Email reply speed and rates
Average response time, the share of unanswered emails and how many replies arrive within the first 24 hours.
Facebook and Instagram results
How social inquiries fare on reply speed and certainty, and how they compare with email and the national average.
A note on the quality of reply
Why speed alone is not enough, and how the quality of each reply affects whether a prospect books a visit.
FAQs and self-serve answers
How many sites answer common questions up front, and how a missing FAQ adds friction for prospects.
Challenges and opportunities
Where the biggest gaps sit, and how AI-powered sales agents can reply instantly and consistently on every channel.
What The Study Found
Headline findings from the North American study, drawn from the report.
What Operators Say
We've seen a significant impact from after hours engagement. Antares is contacting inquiries immediately, and it's already driven nearly 300 extra tours this month. It gives us the speed, consistency, and 24/7 customer service we couldn't provide with staffing alone.
It’s been exciting to see ‘Vicky’ embody who we are as a brand and represent us so naturally. It’s gratifying to watch how seamlessly Antares communicates availability and schedules tours in a way that reflects our standards.
