Compare gyms in New Zealand at Canstar Blue. CityFitness, Anytime Fitness, Jetts, Les Mills and Snap Fitness were compared on Overall Satisfaction, Atmosphere, Equipment and Facilities, Flexibility and Perks, Staff Availability and Value for Money.

See our Ratings Methodology.

Most Satisfied Customers | CityFitness

CityFitness rated number one for customer satisfaction


Cityfitness logo

CityFitness Flexes its Muscles as NZ’s No.1 Gym

The first step to physical fitness is a mental step. You’ve got to summon the willpower and make the decision to get off the couch and start exercising. From there the hard work really begins, as you sweat, huff and puff your way to a new toned physique. However, while exercise can be painful, it’s often not as hard as finding the right gym for your needs.

At the best of times, gyms can be intimidating places, so the atmosphere and staff must be welcoming and inclusive. Plus, the equipment and facilities have to be up to scratch, too. Dirty showers and queues to use old equipment aren’t going to encourage you to achieve your physical best.

And given the cost of joining a gym, you don’t want to find yourself locked into a never-ending contract should your fitness goals change.

So as part of our mission to inform consumers of the best NZ has to offer, Canstar Blue canvassed the opinions of 449 New Zealanders who regularly pay a membership/attendance fee to visit a commercial gym that’s part of a chain, across a range of categories, to measure and track their satisfaction.

To decide which gym offers the best level of customer satisfaction, each was rated across the following categories:

  • Atmosphere
  • Equipment and Facilities
  • Flexibility and Perks
  • Staff Availability
  • Value for Money

Coming out on top is CityFitness. The only gym in this year’s rating to earn our 5 Star rating for Overall Satisfaction, CityFitness also scored our top rating for Value for Money and 4 Stars for Equipment and Facilities, Staff Availability and Flexibility and Perks.

Also rating highly, both earning 4 Stars for Overall Satisfaction, are Snap Fitness and Les Mills.


What Gym Bunnies Want

If you’re a regular gym member, looking and feeling good can come at a high price. Most memberships involve regular payments, which over the weeks and months can really add up. So, no wonder in our latest research, most gym regulars are concerned primarily about price.

But equipment and facilities are also big factors when it comes to their overall gym experience. Indeed, in our research, many people cite dirty showers and lack of equipment as real bugbears that spoil their gym sessions. Overall, the main drivers of satisfaction:

Drivers of satisfaction %
Value for Money 28%
Equipment and Facilities 24%
Atmosphere 19%
Staff Availability 19%
Flexibility and Perks 10%

What Drives Gym Membership

According to Canstar Blue’s latest research, the average cost of gym membership is $56. But it seems that we’re getting value for money, as most people are visiting between three and five times every week:

Drivers of satisfaction %
Every day 5%
5-6 times p/w 14%
3-5 times p/w 44%
1-2 times p/w 26%
Less than once p/w 10%

What Puts Us Off Gyms

As we mention above, dirty showers and not enough equipment can ruin the whole gym experience. But drilling down deeper into the real pet hates of gym goers, we discovered that, as usual, it’s other people that are the real problem!

Gym pet hates %
Overcrowding 55%
Untidy gym 36%
Sweaty equipment 35%
Dirty changing rooms 32%
People not resetting equipment 30%
People hogging equipment 28%
People staring 24%
Loud grunting 24%
People showing off 18%
People talking 15%
Poor music/TV choices 14%
Others using your drink bottle 11%

CityFitness works out the best!

However, never let a few grunty, sweaty gym users deter you from the pursuit of health and fitness.

So if you’re looking to flex your muscles in the best gym available, there is only one choice: CityFitness, the winner of Cantar Blue’s 2020 award for Most Satisfied Customers | Gyms.


Key statistics:

I attend a gym close to my work: 27%

I attend a gym close to my home: 65%

I have been put off gyms due to the COVID-19 pandemic and concerns about its spread: 27%


Time of Workout %
Early morning 30%
During day 23%
Evening 45%


Duration of Workout %
<30mins 3%
30-60mins 57%
60-90mins 33%
90-120mins 5%


Main Motivation %
Improve fitness 26%
Lose weight 22%
Feel healthier 19%
Build muscle 13%
Mental wellness 11%
Rehabilitation 3%
Sports training 3%
Social activity 1%


Gym Services Used %
Classes or sessions (that cost extra) 30%
Personal development program 19%
Personal trainer 18%
Well-being advice 16%
Physiotherapy/sports massage 9%


Gym Lifestyle %
I’m more aware of my wellbeing 60%
I watch my calories more 35%
I drink less alcohol 20%
I play more sports 15%

Canstar Blue surveyed 2615 New Zealand consumers across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers who regularly pay a membership/attendance fee to visit a commercial gym that is part of a chain (i.e. has gyms in multiple locations). In this case, 449 New Zealanders.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then by mean overall satisfaction. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.





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