Our Annual Member Survey

A huge thank you to everyone who completed our 2026 Beyond Walls Member Survey.

We received 114 responses, which is a brilliant level of engagement. More than anything, it shows that people care — about their experience here, about the community, and about helping us keep improving.

Julie, Barry and I are now working through the responses in detail. This is not the final review or action plan, but we wanted to share an initial update and some of the strongest themes that came through.

The headline: the feedback was overwhelmingly positive

The overall picture is a very strong one. A few standout numbers:

• NPS score: 94  

• 93.9% of respondents scored Beyond Walls 9 or 10 out of 10 for likelihood to recommend  

• 99.1% scored us 8 or higher  

• We received no detractors  

That is an exceptional result, and one we are proud of.

What came through most clearly

The strongest feedback centred around the things that sit at the heart of Beyond Walls.

Coaching stood out in particular:

• 100% of respondents who answered said our coaches create a supportive environment at Good or Excellent  

• 98.2% rated scaling and adapting movements for individual needs as Good or Excellent  

• 97.3% rated both coaching quality and support with progression as Good or Excellent  

The wider class experience also scored highly:

• 98.2% rated the atmosphere in classes as Good or Excellent  

• 98.2% rated accountability and encouragement as Good or Excellent  

• 97.4% rated the mix of workouts and classes as Good or Excellent  

Beyond that, members also rated the wider experience strongly:

• 99.1% rated our equipment as Good or Excellent  

• 100% rated our responsiveness to queries as Good or Excellent  

• 93.9% rated Beyond Walls as Good or Excellent value for money  

Perhaps most importantly, 104 of the 114 respondents gave a positive answer when asked whether they were happy with the progress they are making.

That matters to us. Our goal is not just to run enjoyable classes. It is to measurably improve the health and fitness of our community.

Community keeps showing up in the feedback

Unsurprisingly, community came through again and again in the written comments.

Members spoke about the welcoming atmosphere, the friendliness of other members, the support in class, and the feeling that Beyond Walls is more than just somewhere to exercise.

That was reinforced by another stat too: of the 56 respondents who have been with us for 12 months or less, 68% said they originally heard about Beyond Walls through a friend or family recommendation.

Word of mouth like that says a lot.

Where members think we can improve

Alongside the positives, there were also some clear recurring suggestions in the written comments.  The main themes included:

• more timeslots or greater timetable flexibility  

• more specialist sessions, especially gymnastics, strength/weightlifting, and HYROX-specific work  

• space or capacity pressure at busy times  

• communication volume, particularly around WhatsApp and messages  

• ensuring we balance being family (and dog!) friendly with a great class experience

These are the more common themes and they give us a clear sense of where members think the experience could become even better. There have also been some great individual observations and comments – we have read everyone and are building them into our actions where we can.  

What happens next

Julie, Barry and I are turning the themes into a sensible action plan.  Our aim is to understand the feedback well, protect the things that matter most, and make smart improvements where they are needed.

So this is an initial update, not the final word. We will share more once that next stage of work is complete.

Thank you again

Thank you again for taking the time to contribute. The value of this survey is not just in the number of responses, but in the honesty behind them. That honesty helps us keep shaping Beyond Walls in the right way.

We are proud of what this survey says about the gym, the coaching, and the community. And we are just as committed to getting even better from here.

More to come soon.

Jamie