OPERATOR NAME: BLACKBURN WITH DARWEN LEISURE (ALSO KNOWN AS REGENCY FITNESS)
SECTOR: LOCAL AUTHORITY
The user-friendly Insight NPS system has revolutionised their member feedback process, giving them enhanced visibility of what really matters to their customers.One of the key benefits Blackburn with Darwen is seeing from using the system is the ability it gives them to identify issues at the root and close the loop to resolve them before they balloon out of control.
“Insight NPS plays a vital role in the daily running of the business as an early warning system for issues which are heading for our shores. By identifying emerging feedback trends, using the automated keyword tagging functionality, we can act to overcome issues for our members before they grow out of control.” (Richard Brown, Health Partnerships & Commercial Manager)
Coupled with this, Insight NPS has also dramatically increased the quantity and broadened the range of comments the operator is now hearing.
“Before Insight NPS we only really heard the ‘extremes’ of feedback – really positive comments and really negative comments. The simple nature of the NPS® question means we are seeing a vast amount more feedback coming in from a wider range of our membership base – giving a much better representation of the overall feeling in our centres and a more reliable data set to make decisions from.” (Richard Brown, Health Partnerships & Commercial Manager)
Blackburn with Darwen has really embraced the Net Promoter Score philosophy and their results using the Insight NPS system, which speak for themselves, are a real credit to everyone within the organisation.
The operator receives an incredible amount of positive comments about their staff through the system (an average of 40 per month) and this is reflected in a Net Promoter Score which consistently sits at almost twice the industry average.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.