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Peloton's high customer satisfaction cemented its cult status - Business Insider

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1.1 million users, 97% satisfaction, and $607 million in revenue: How Peloton mastered user engagement to become the Apple of fitness

Peloton's business blossomed during the pandemic after lockdowns were imposed and fitness studios were temporarily closed.

One tactic it uses for boosting customer satisfaction is integrating user research into its platform to learn what its clients like, what they don't like, and what they want to see in the future.Peloton's business of stationary at-home bikes, treadmills, and subscription workout classes blossomed during the pandemic as people searched for safe exercise options.

"If you think about all of the stuff you spend money on, not a whole lot of that stuff makes you feel happier," Hardiman said. "Very few of those things make you feel healthier and Peloton appears to be accomplishing both." Customers can also connect with strangers by high-fiving each other in class or personalizing their profile by adding a hashtag such as #BlackLivesMatter. When users aren't working out, they can don Peloton-branded workout gear, follow instructors with active social-media accounts — like

The company is also constantly offering themed rides, new types of classes, and fresh challenges that keep customers engaged, he added.

 

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