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New Customer Experience Awards!

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.

Medal Awards - Silver, Gold, Platinum

 

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
Best Awards - Operator Categories
Site

Best Awards - Site Categories

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
Most Improved Awards - Operator Categories
Site

Most Improved Awards - Site Categories

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’.

Learn More About the Customer Engagement Academy

Take me to the CEA Homepage

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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