Look Beyond Your Net Promoter Score to Drive Member Loyalty

Many in the industry have suggested that the Net Promoter Score is the ultimate measure of member loyalty, but it is not the only metric health club operators should consider.

Since the inception of the Net Promoter Score (NPS) study conducted by the International Health, Racquet and Sportsclub Association (IHRSA) in 2012, the industry has been inundated with information proclaiming NPS as the ultimate measure of member loyalty.

A club’s NPS is determined by asking members and clients to rate how likely they are to recommend your facility to a friend or colleague on a 0-to-10 point scale, then subtracting the percentage of people who responded negativel

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