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Member Experience Awards 2019

Written by James Charles

Now in its second year (previously known as the Customer Engagement Academy Customer Experience Awards), the Member Experience Awards has been created to recognise and reward health and fitness club operators consistently delivering a high standard of member experience in their facilities, as measured by their Net Promoter Score® within our Insight member feedback software.

The below article takes you through how the 2019 awards work, giving you an overview of what each of our awards means and how they are achieved by our winners.

 

Medal Awards

Medal Awards are awarded on an operator and site basis. Based on their overall Net Promoter Score for the 12-month assessment period (1st November 2018 – 31st October 2019) falling within the preset medal award boundaries (which, to protect the privacy of our winners, are not disclosed publicly), an operator or site can achieve a Silver, Gold or Platinum award for member experience.

The bottom boundary required to achieve a Silver Award is the industry average score for the previous 12-month assessment period – for the 2019 awards this period is 1st November 2017 – 31st October 2018 – meaning all Medal Award winners have achieved ‘above average’ performance in member experience. In 2020, the industry average score for the 12-month period 1st November 2018 – 31st October 2019 will become the bottom boundary for a Silver Award, and so on each year. A Gold Award requires a higher Net Promoter Score than a Silver Award, and a Platinum Award requires a higher Net Promoter Score than a Gold Award.

Medal Awards

 

Best Awards

Best Awards are awarded on an operator and site basis. The operator or site within each of the below categories with the highest Net Promoter Score for the 12-month assessment period (1st November 2018 – 31st October 2019) wins the award for their sector. In the event of a draw the operator/site with the highest response rate will win the award.

Operator

Operator Level Best Awards

Site

Site Level Best Awards

Overall

Operator of the Year

The operator with the highest Net Promoter Score overall, across categories, for the 12-month assessment period, is given the prestigious title of ‘Operator of the Year’. In the event of a draw the operator with the highest response rate will win the award.

Club of the Year

The site with the highest Net Promoter Score overall, across categories, for the 12-month assessment period, is crowned ‘Club of the Year’. In the event of a draw the site with the highest response rate will win the award.

 

Most Improved Awards (NEW FOR 2019)

New for 2019, Most Improved Awards are awarded on an operator and site basis. The operator or site within each of the below categories that has achieved the greatest points increase in their Net Promoter Score between the 2018 awards assessment period (1st November 2017 – 31st October 2018) and the 2019 awards assessment period (1st November 2018 – 31st October 2019) wins the award for their sector. In the event of a draw the operator with the highest response rate across both assesment periods combined will win the award. Only operators and sites that met the eligibility criteria and were assessed for the 2018 awards are eligible to be assessed for a 2019 Most Improved Award, as this gives us the two scores we need to make the improvement assessment.

Operator

Operator Level Most Improved AwardsSite

Site Level Most Improved Awards

Overall

Most Improved Operator of the Year

The operator that achieves the overall greatest points increase in their Net Promoter Score, across categories, between the 2018 and the 2019 assessment periods is named ‘Most Improved Operator of the Year’. In the event of a draw the operator with the highest response rate across both assesment periods combined will win the award.

Most Improved Club of the Year

The site which achieves the overall greatest points increase in their Net Promoter Score, across categories, between the 2018 and the 2019 assessment periods earns the award of ‘Most Improved Club of the Year’. In the event of a draw the site with the highest response rate across both assesment periods combined will win the award.

Discover This Year’s Winners!

Click Here

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.

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