What does inflation do to your members’ satisfaction?

Everything is getting more expensive. Including sports. Clubs are raising their fees to stay afloat. But what does that mean for your members? And what does their Net Promoter Score still tell you during times of financial pressure?

At first glance, there seems to be little going on. The scores remain stable.
But maybe you’ve noticed more and more 7s or 8s being given — with or without explanation. Do you often read things like: “Great club, but it has gotten a lot more expensive.” That’s not a complaint, but it is a sign of doubt. And that’s where the danger lies.

Because a passive 8 is not a promoter.
It’s someone who might leave as soon as something better, cheaper or closer appears. Especially in a time where every euro counts.

Opinions matter more than ever

The Net Promoter Score is more important than ever — not to comfort yourself, but to uncover what’s really going on beneath the surface.
By analysing open answers, you gain insights you can use to communicate, make adjustments, and keep your members engaged.

Based on that, you can help your members understand why prices are rising.
But you can also clearly show what they get in return.
And don’t just think in terms of equipment or facilities — think of attention, atmosphere, and experience. That’s what makes the difference when people have to choose.

You can’t stop inflation.
But you can make sure your club stays worth it — especially in the eyes of your members. And you’ll see that reflected in their feedback — if you truly read and analyse it.