Health system based fitness centers are retail businesses. Customer service and member satisfaction are key success metrics, and should be tracked regularly to ensure member satisfaction and good business health.
A well-accepted retail industry measurement is the Net Promoter Score (NPS®) system. The NPS® is based on a simple ten-point scaled response to the following question: “How likely are you to refer the [business] to a family member or friend?”. “Promoters” register 9 – 10, “Passives” register 7 – 8, and “Detractors” register 6 or lower. NPS® is a measurement of all Promoter minus Detractor scores.
Power Wellness has been using NPS® to track member satisfaction at its managed centers annually since the early 2000’s. On average our managed centers have scored in the “Very Good” to “Excellent” ranges. We’ve found NPS® is easily understood by center management, offering actionable steps to improve overall satisfaction. Additionally, tracking NPS® over time shows meaningful patterns that center-based associates use to plan and execute marketing and sales promotions.
Contact Power Wellness (www.powerwellness.com) to learn how your center can benefit from NPS® tracking.