Back to Customer Stories
How Aqua Tots increased response rates from 5% to 70% and improved NPS with real-time feedback
Increased response rates by from 5% to 70%
Enhanced team training using insights from customer feedback
Faster customer follow ups with real time feedback
Climbing the wellness curve
The wellness and fitness industry in Saudi Arabia is undergoing a significant transformation, driven by a growing awareness of holistic health. Families are increasingly investing in fitness routines, sports activities, and wellness programs that prioritizes both physical and mental well-being. This shift isn’t just about aesthetics; it’s about building sustainable, healthy habits especially within families.
Swimming and fitness
Among these changes, swimming has emerged as a critical life skill, particularly as home pools become more common across the region. The demand for structured, well-rounded fitness programs that emphasize safety, skill development, and long-term engagement is steadily increasing. . Today’s customers expect more personalized, high-quality experiences that support their wellness journey from day one.
Personalization is key in the wellness industry
As the fitness and wellness market grows more competitive, businesses are realizing the value of delivering consistent, personalized experiences. In a space where progress is personal and customer expectations are high, real-time feedback and tailored communication are no longer optional—they are essential. Customers want to feel heard, understood, and supported throughout their journey.
This transformation is causing leading wellness brands, such as Aqua Tots Swim School, to reconsider customer engagement. By incorporating real-time feedback into their operations, Aqua Tots is establishing a new standard for delivering personalized, family-focused experiences at scale.
Aqua Tots’s thoughts
“The wellness industry in Saudi Arabia is evolving rapidly. Customers today expect more than services—they’re looking for experiences that reflect quality, care, and attention to their individual journey. Personalization and consistency are no longer optional; they define great customer experience.”
About Aqua Tots
Aqua-Tots Swim School is a global leader in year-round, indoor swim instruction, with over 150 locations across 14 countries. Their proven curriculum supports children of all abilities, focusing on safety, skill development, and confidence in the water.
Beyond lessons, Aqua-Tots is committed to delivering a consistent, family-friendly experience that prioritizes trust, care, and quality throughout the customer journey.
Mesa, Arizona
B2C
Industry
Wellness and Fitness Services
Use Case
CX
With SurveySparrow, we saw our response rate jump from just 5% to 70%. That increase gave us a much clearer view into how our customers really feel. NPS is one of our KPIs, and now we get real-time feedback that helps us take action fast within 24 hours of a low rating. It's become a direct channel between us and our customers, helping us improve our swim classes, communication, and facility experience. We're truly committed to using feedback to grow, and SurveySparrow makes that possible.
Aroua Ajmi
Operation Manager at Aqua Tots
Goal
Aqua-Tots set out to elevate their customer experience strategy by building an insight-led feedback system that could scale across locations. Their goal was to go beyond traditional surveys, gather actionable feedback, and respond in real time.
By adopting NPS as a core metric, they sought to identify service gaps, improve satisfaction, and build a scalable feedback system to support ongoing improvements and staff training.
They also needed a scalable solution that could drive improvements and support training across their expanding network.
Challenges
Before adopting SurveySparrow, Aqua-Tots used SurveyMonkey but ran into several limitations. The platform lacked automation and real-time capabilities, which made survey distribution and follow-ups manual and time-consuming. Despite the effort, response rates were as low as 5%. NPS scores were tracked manually using spreadsheets, making it difficult to monitor performance trends or respond quickly to feedback.
Without centralized dashboards or automated alerts, identifying areas of improvement and closing the loop became a slow, reactive process. This was not suitable for a brand focused on timely, high-quality customer experiences.
Solution
SurveySparrow helped Aqua-Tots overhaul their feedback process by automating the entire journey from survey distribution to analysis. With the ability to share surveys via email and set automated reminders, the team eliminated manual follow-ups
Aqua Tots could now fully align their surveys to match with their brand’s identity using white-labeling feature .Importing contacts when new members joined became effortless. Real-time dashboards replaced spreadsheets, giving the team instant access to customer sentiment and NPS trends.
With these insights, the team could quickly spot service gaps, resolve complaints faster, and take meaningful action to enhance their swim programs and facility experience.
How we hit the mark
Real-time feedback
Survey branding
NPS surveys
Custom reports and dashboards
Email share
Intuitive UI
Results
With SurveySparrow, Aqua-Tots experienced a drastic increase in survey response rates from just 5% to over 70% driven by automated reminders and white-labelled surveys. This boost allowed them to accurately track customer sentiment and improve their NPS.
Real-time feedback enabled timely and efficient follow-ups, allowing the team to follow up with dissatisfied customers within 24 hours and implement improvements swiftly
Custom reports and dashboards made it easier to track trends, identify gaps, and take meaningful action. Feedback also became a core part of training for managers and staff, helping create a more consistent and enriched experience across all locations.
Looking ahead, Aqua-Tots plans to expand its use of SurveySparrow further by integrating it into their upcoming app and strengthening its role in their customer experience strategy.
Be the next customer success story with SurveySparrow.
