Customer experience of health training online compared to face-to-face coaching

Abstract

This thesis investigates users’ preferences, satisfaction, and the comparative advantages of JJ Physio & Performance’s application based training versus traditional face to face training. Utilizing qualitative research methods, specifically online surveys with open ended questions. The study focuses on middle aged individuals with experience in both training methods. Because the company is founded less than a year ago, the number of customers is limited. Therefor the survey comprised of all the current customers within the selected age group of this study. The results reveal several advantages of using the application based training. The main advantages found in the study are flexibility in when and where to train, increased motivation by easily tracking progress, personalization of workouts and cost effectiveness. The study also reveals that there are advantages with traditional in person training. These are immediate feedback and motivation from live trainers. Therefore, the study suggest that the most effective way of training is a hybrid model with periodic traditional in person sessions. The limitation of this study was the small sample size. However, because of the open ended survey questions the respondents’ answers provided a good representation of the comparison between traditional in person training and application based training for this study’s target group. Suggestions for future studies include exploring the application’s impact on individuals unfamiliar with traditional in person training and investigating organizational benefits of offering the application to employees.