Client Feedback

This guide is for gym owners and personal trainers using Orlo to streamline operations, engage clients, and grow their business.

Collecting feedback helps your team improve the client experience and spot trends early. Orlo makes this easy by allowing clients to leave feedback during each class, and providing staff with tools to review it.

How feedback works

• Clients are shown a feedback form after check-in, and at the bottom of their plan if they have one, for each class they attend.
• They can rate the session in multiple areas—overall, exercises, trainer, cleanliness, and music.
• They can also leave a free-text comment to share additional thoughts.
• The form saves automatically whenever a rating or comment is added or changed.
• Each event feedback is linked to the client and the specific class they attended.

Where clients see it

After attending a class, the client can view the session in their booking history. There, they’ll see a simple star-rating form for each category and a comment box. Feedback is optional, but if filled in, it helps shape your service over time.

What staff can do

Staff with permission configured can view either all client feedback or just feedback for their own classes in the staff dashboard:

1. Go to Staff dashboard → Feedback.
2. Use the filters to view feedback for specific trainers or search by client.
3. See the most recent comments first, with average scores and trends visible across the team.
4. You can also see average ratings in Insights

Staff will only see feedback if they have permission to view it, and permissions can be scoped so that team members only see feedback related to their own sessions.

How ratings are used

• Each rating updates the client’s average score for future analysis.
• Feedback is not publicly visible—only authorised staff can view it.

Tips for using feedback

• Encourage your trainers to check feedback regularly and reflect on trends.
• Use positive feedback in 1:1s or team meetings to celebrate wins.
• Address consistent issues (e.g., noise, cleanliness) quickly to improve client retention.

With Orlo’s built-in feedback tools, it’s easy to stay connected to your clients and continuously improve your service.