Experienced MINDBODY review
March 06, 2020

Experienced MINDBODY review

Lori May | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with MINDBODY

We use MINDBODY throughout our entire organization to organize our membership, do billing, process payments, track workouts, and track and schedule classes and health programs.
  • Auto E-mails: In our previous software, we did not have the ability to set up auto e-mails.
  • Payment Processing: We have the ability to set our members up on auto-pay, and it is extremely simple to set up.
  • Database: The unlimited database lets us keep members in our system archive forever. This is handy in our rural environment due to regular member re-joins.
  • Service: It can be difficult to deal with customer service when you know more about the software and functionality of it in your facility than the person on the other end of the line.
  • Setup: Due to the fact that you don't know everything there is to know about the software when you make the transition, you need a follow-up setup appointment about a year into using the software. They tell you that customer service will help but truly, at a year in, you know more than the front-line service agents.
  • Point of Sale: Not handy to use. Navigation is time-consuming when you are trying to ring up members if not on auto-pay.
  • Reminder e-mails have resulted in increased usage of our facility. We increased by 7% over the past year.
  • Reminder e-mails have decreased the number of members we have because they get a monthly or weekly reminder that they paid or that they haven't been in for a workout. We decreased membership income by 3.5% over the last year.
  • Staff--It is much harder to keep employees happy with software constantly changing but the flip side of that is that if something is wrong with the software, it may actually get fixed.
When we made the conversion, Jonas was absolutely not doing a great job keeping up with the evolving market, and we needed software that could. Because I still get Jonas updates, I can see that they have turned a page and are now doing much better with software development to meet the needs of their customers. If I were up for the effort it takes to go through a software conversion, I would be comparing the two.
I do not feel like MINDBODY listens to the customer. They give you the computer-generated solution that you tried before you called (because you know the software inside and out, because you are using it in your business every single day). I am not going to waste my time calling customer service for something I can fix on my own. There is currently not a way for you to move up to the next service tech level or straight to the experienced technicians. That is not ok. Not when you have the executive director of the company calling in because her support staff can't get anywhere with support.

Do you think MINDBODY delivers good value for the price?

Not sure

Are you happy with MINDBODY's feature set?

Yes

Did MINDBODY live up to sales and marketing promises?

No

Did implementation of MINDBODY go as expected?

No

Would you buy MINDBODY again?

Yes

If you are a start-up business, and particularly a fitness boutique, you can tailor how you run your business to how MINDBODY is made to be set up. If you only want to accept auto-pays, MINDBODY would work as well.
If one person, all full-time people, or software- or computer-literate people are using the software, you are golden. If older individuals work for you and especially if they are part-time, this software can be VERY overwhelming for them. I can't imagine being a small business and attempting to afford this software.