CX-Member Satisfaction/NPS Score Analytics
Sector: Health and Wellness Facilities
National Chain of Fitness Centers

Annual assessment of national network of fitness center member satisfaction and customer experience with services and programs provided. NPS ratings used as indicator of satisfaction.
Research Solution

Online Survey

An email invitation and reminders were sent to members to complete the Member Satisfaction Survey online. Access to the survey was also available at each center.

Study is conducted annually and results are tracked, as well as how changes implemented as a result of the research have influenced or impacted member satisfaction and retention.
Key Insights

Each center is provided with a prioritized list of factors that should be improved to elevate their NPS rating and ultimately have a positive impact on member retention.

With focused improvement strategies, a majority of center NPS ratings have improved.