In their most recent earnings call CEO Barry McCarthy acknowledged Peloton’s struggle with customer service (i.e. member support).
In a discussion about Peloton’s “failures” in the two years since McCarthy took the helm, he specifically mentioned member support as an area in which Peloton has much room for improvement.
McCarthy openly admitted that the Member Support experience during the 2023 holiday season in particular fell short of expectations, and this has tarnished the brand’s overall image with customers. McCarthy maintained that the company recognizes the pivotal role customer service plays in shaping the overall customer experience and has taken proactive measures to rectify the issues. According to McCarthy:
“Another area of the business which failed to meet our performance expectations was Member Support (think customer service). This past holiday season was particularly taxing for Members. The Member Support experience has tarnished our brand, and we simply must do better. The team is currently in the middle of a reboot.”
McCarthy cited “new leadership, new systems, new third-party vendors, and new staff” as the steps being taken to address Peloton’s customer service issues. This suggests that Peloton is performing a complete overhaul with their member support teams, from personnel, to partners, and everything in between.
McCarthy emphasized that he believes these changes will succeed in delivering members the customer support they have long been asking for. McCarthy explained:
“I’m confident we’re on the right path this time. I’m confident in the new leadership, and I’m confident that in the next few months our Members will be receiving the level of service they deserve and expect and that we can be proud of.”
As the Peloton works on growing and expanding, the revitalized Member Support teams undoubtedly play a crucial role in ensuring a positive and seamless experience for customers.
Support the site! Enjoy the news & guides we provide? Help us keep bringing you the news. Pelo Buddy is completely free, but you can help support the site with a one-time or monthly donation that will go to our writers, editors, and more. Find out more details here.
Get Our Newsletter Want to be sure to never miss any Peloton news? Sign up for our newsletter and get all the latest Peloton updates & Peloton rumors sent directly to your inbox.