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TRP delivers first class service throughout with a reliable and robust system and this is reflective of how we want to treat our own members. The system has allowed us to deliver a better member journey and we can respond directly to issues and resolve them. That is often the most powerful customer service tool we have. People like to be listened to and NPS gives us the ability to hear.
We believe TRP provides the means to help us undertake a measurable activity, the interaction, to help decrease attrition and improve retention.
The solution does exactly what it said it will. It provides a solid structure to how the fitness team operates and has provided some great benchmarks. TRP have helped transform the entire culture within the club. Our retention rates have significantly increased as well as our member base