Customer Satisfaction Survey with NPS
Customer satisfaction surveys are a crucial tool for fitness centers to understand how satisfied their members are. By regularly collecting customer feedback, you can identify the strengths and weaknesses of your fitness center. This enables you to implement targeted improvements. The result? Higher member retention, lower (marketing) costs, and a better reputation.
We are happy to help you with a targeted survey based on the Net Promoter Score (NPS).
What is NPS and How Do You Calculate It?
The Net Promoter Score is a simple yet powerful measure of customer loyalty. The survey is based on one core question and two open-ended questions. The core question is: “How likely are you to recommend us to friends or acquaintances?” The additional open-ended questions provide extra feedback from your customers that you can act upon.
The answer to the core question is given on a scale of 0 to 10:
- Promoters: members who give a score of 9 or 10
- Passives: members who give a score of 7 or 8
- Detractors: members who give a score of 0 to 6
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 to +100. A score above 0 is positive! The higher the NPS, the greater the customer loyalty and satisfaction. And loyal customers are essential for member retention!
Feedback as Focus: Closed Loop Feedback
Traditional customer satisfaction surveys are often conducted periodically with long, anonymous questionnaires. Results are processed in reports, but this frequently results in an action plan that is not acted upon.
With our Closed Loop Feedback, you can easily track what you are doing with it. You can quickly track whether feedback has already been addressed, assign it to colleagues, and make notes and annotations. Get the most out of customer feedback and leave no response unaddressed.
The 9 Most Important Touchpoints in Customer Feedback
In customer satisfaction surveys, it is crucial to ask for feedback from your members at the most critical touchpoints. That’s why we have established nine evaluation moments to measure customer satisfaction:
1. During the first intoduction or trial lesson
2. Shortly after registration
3. After the first two weeks
4. Afther the first ten weeks*
5. Every six months*
6. After the first group lesson
7. During absence (25 days)
8. After cancellation
9. When handling a complaint
*= Only if the customer has attended in the past 21 days.
Results for Publication: Fitness Reviews for Online Sports Marketing Purposes
As many as 80% of consumers read reviews when booking a vacation. We are seeing the same shift increasingly in the fitness industry. Reviews also have an increasing impact on the fitness industry.
All feedback received via Feedback4Sports can also be easily published on your website as customer stories. This way, you turn your members into your sports marketing ambassadors. Start today by creating online ambassadors from your enthusiastic members!
