Information on the Net Promoter Score

NPS stands for Net Promoter Score. It is a score that shows how likely members are to recommend your club to others. This helps you discover how many enthusiastic members your club has. The score provides insight into customer satisfaction and loyalty based on a single simple question. The higher the NPS, the greater the likelihood that members will stay and bring others with them.

Each survey consists of three core questions:
– Would you recommend our club to friends or acquaintances?
– What is going well?
– What could be improved?

In addition, there are a few optional questions:
– May we publish your review?
– If yes, what rating would you give us?

Short, concise and valuable. You receive both a clear score (NPS) and open feedback that you can act on immediately.

By measuring the NPS®, you measure customer loyalty to your club. The score ranges from -100 to +100, where a higher score indicates greater customer loyalty.

If your NPS is above 0, you have a positive NPS, meaning you have more promoters than detractors among your members. The most important thing, however, is that your score increases. This indicates that you are improving, gaining more fans and reducing the number of dissatisfied members at your club.

Whether you start at -10 or +35, if your NPS improves, you know you are doing the right things. Compare your score primarily with your previous measurement to see whether you are truly making progress.

A negative NPS means you have more dissatisfied members than satisfied ones. That may sound concerning, but it is actually valuable: it shows you where improvement is needed. Start with the open feedback. What do members say could be improved? Focus on concrete improvement points, show that you take feedback seriously, and provide feedback to your members.

This builds trust and is often the first step toward a higher NPS.

Members give a score from 0 to 10 on the question of whether they would recommend your club to friends or acquaintances.

Based on that score, members are divided into three groups:
– Promoters: members who rate your gym 9 or 10. These are the most loyal members and attract new enthusiastic members because they speak positively about your club.
– Passives: members who rate your gym 7 or 8. These are neutral members. They are positive and won’t speak badly about you, but they are unlikely to actively recommend your club to others.
– Detractors: members who rate your gym 6 or lower. These are dissatisfied members who can negatively affect your reputation.

The NPS score is calculated as follows:
% promoters – % detractors = your NPS

Example:
Out of 100 responses: 60 promoters (60%), 25 passives (25%), 15 detractors (15%).
Your NPS would be: 60% – 15% = +45.

It is important to continuously ask for feedback throughout the entire member journey so you can identify trends and respond quickly to situations.

At Feedback4Sports, we have identified six key touchpoints to measure member satisfaction.

For new members, it is especially important to monitor their experience during the initial period. For this reason, members receive three to four surveys in the first three months. After that, each member is asked to share their opinion every six months.

At Feedback4Sports, we measure member opinions at six fixed touchpoints:
– Shortly after registration
– After the first two weeks
– After the first ten weeks
– Every six months (if the member has recently attended)
– After 25 days of absence
– After cancellation

This is done completely automatically, allowing you to continuously track what is important to your members.

Your members are the best source of information. Feedback from your members shows what they truly experience. They tell you what is going well and what could be improved. This helps you make targeted improvements and retain members.

Clubs that regularly collect feedback see higher satisfaction and lower churn.

Because this is exactly where you can learn. Negative feedback shows where things are not working well. It is honest, direct, and often surprisingly valuable. Members who provide feedback do so because they are engaged, not because they want to harm your club.

By taking negative signals seriously, you can make targeted improvements. This prevents churn and shows that your club is open to growth. Read the full article of negative feedback.

Positive feedback is more than just a compliment. It is an opportunity. First and foremost, it is essential to thank members for their feedback. They take the time and effort to leave a response and help you improve. Reach out to them personally and thank them for their feedback. This can sometimes lead to unexpectedly valuable conversations!

Share positive feedback with your team to show employees what members appreciate and to highlight that they are doing a great job. This motivates, provides recognition and enhances job satisfaction.

Additionally, you can use strong quotes in your communication on your website, social media or newsletter. This shows the outside world that members are satisfied and that you listen to them. With Feedback4Sports, you can easily automate this, so positive feedback is used smartly and immediately, both internally and externally. Read the full article on positive feedback.

Reviews are intended for the outside world. Feedback4Sports is designed for your club.

With reviews (such as on Google), people spontaneously write ratings that are visible to everyone. Usually, these come from very satisfied or very dissatisfied members. This way, you miss the silent majority and the context.

With Feedback4Sports, you actively and systematically collect responses from all your members at fixed touchpoints. The feedback is only visible to your organization and helps you make targeted improvements.

Additionally, with Feedback4Sports you get:
– A clear NPS score
– Trends in member satisfaction
– Automatic analysis of open-ended responses
– Insights by target group, location, or stage of membership