Written by James Charles
In September 2018, we launched our exciting new Customer Engagement Academy Awards and Accreditation to recognise and reward health and fitness club operators consistently delivering a high standard of member experience in their facilities! This article explains how it all works.
Accreditation
We have created our Customer Engagement Academy Accreditation to recognise and reward operators making a clear commitment to improving member experience in their facilities. This is shown by their investment in our member engagement software.
Awards
Our Customer Engagement Academy Customer Experience Awards have been created to recognise and reward operators consistently delivering a high-standard of member experience, as measured by their Net Promoter Score® within our Insight customer feedback software.
Awards are split into the following ‘types’ and will be handed out in November each year, starting November 2018 (Most Improved Awards will start in November 2019, see below).
Medal Awards
Medal Awards will be awarded on an ‘operator’ and ‘site’ basis. Based on their overall Net Promoter Score for the 12-month assessment period, an operator or site can achieve a Silver, Gold or Platinum award for customer experience. The bottom boundary required to achieve a Silver Award will be the industry average score for the previous 12-month assessment period – meaning all Medal Awards winners must achieve ‘above average’ performance in customer experience in order to be recognised. 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.
Best Awards
Best Awards will be 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 will win the award for their sector.
Operator
Site
Overall
Operator of the Year
The operator with the highest overall Net Promoter Score, across categories, for the 12-month assessment period, will be given the prestigious title of ‘Operator of the Year’.
Club of the Year
The site with the highest overall Net Promoter Score, across categories, for the 12-month assessment period, will be crowned ‘Site of the Year’.
Most Improved Awards
Most Improved Awards will be awarded on an ‘operator’ and ‘site’ basis (starting November 2019). The operator or site within each of the below categories that achieves the greatest increase in their Net Promoter Score versus the previous 12-month assessment period will win the award for their sector.
Operator
Site
Overall
Most Improved Operator of the Year
The operator who achieves the overall greatest increase in their Net Promoter Score versus the previous 12-month assessment period, will be named ‘Most Improved Operator of the Year’.
Most Improved Club of the Year
The site which achieves the overall greatest increase in their Net Promoter Score versus the previous 12-month assessment period, will be given the award of ‘Most Improved Site of the Year’.
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.