What 10,000 customers reveal about loyalty

Is NPS more than just a number? Yes. And for fitness clubs, it means fewer cancellations and more engaged members.

Research by Temkin Group shows: promoters (score 9–10) return five times more often, forgive mistakes seven times faster, and are nine times more likely to try new services. They also tell others about your club 3.5 times more frequently.

And real-life examples back this up, according to Medium:

• Spotify: During its growth phase, Spotify used feedback to improve the user experience. They discovered that speed and simplicity were key. By making the app more user-friendly based on feedback, the number of active users increased, listening times grew, and subscription churn dropped.
• Philips HealthTech: Philips uses NPS in its healthcare division to improve experiences for patients, healthcare professionals, and partners. Feedback from promoters is actively shared with innovation teams. This ensures that Philips adapts products and services to what truly matters to users, resulting in greater customer loyalty and better healthcare experiences.
• Apple Retail: Apple measures NPS daily in all its stores worldwide. Customer feedback is immediately shared with store teams, who are empowered to make improvements on their own. Stores with higher NPS not only score better on customer satisfaction, but also on sales performance and employee engagement. This approach has led to more repeat purchases and lower staff turnover.

Promoters aren’t just happy—they stay and bring others along. That makes NPS a smart and powerful tool. Ask for feedback regularly, act on it, and make improvements.

NPS works. If you do something with it.

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Sources:
• Temkin Group – Economics of Net Promoter Score (2016)
• Medium – 4 case studies to prove the value of NPS