How to Make the Most of Your NPS

Measuring the Net Promoter Score® (NPS) is one thing, but actively using it and making it part of your company culture is another. In this article, we share practical tips to help you turn NPS monitoring into a way of life within your club. Try them out, and you’ll see not only how enjoyable it is but, more importantly, how effective it can be!

Read All the Feedback

This might seem obvious, but in practice, we often see fitness clubs focusing primarily on the “negative” scores. However, the comments accompanying positive scores can be just as valuable. Don’t you want to know what you’re excelling at so you can focus even more on these strengths in the future?

Share Feedback with Your Team

Sharing feedback within your team fosters a positive atmosphere and engaged employees. Most of the feedback is usually positive, and who doesn’t enjoy hearing they’re doing a great job? Regularly sharing these highlights will motivate staff to keep delighting customers and delivering excellent service.

Respond to Your Customers

And not just the critical ones! Let all your customers know you’ve read their feedback. You’ll find that customers appreciate this acknowledgment and are more likely to provide feedback again in the future. A quick email, phone call, or a friendly word when they visit your club can make a big difference.

Communicate Improvements

Have you made changes or improvements based on feedback? Share this with your customers and employees. Doing so shows that you take feedback seriously and helps prevent similar comments or complaints in the future. It will also lead to higher response rates and more loyal customers. By involving customers and staff in this way, you show that they are truly part of your club.

If you implement these four tips, we guarantee you’ll experience the true power of NPS!