Member service survey gets underway
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Member service survey gets underway

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Leisure-net and The Retention People (TRP) have launched a customer service survey into the health and fitness sector.

The research, which will take place throughout September, will use a new customer service tool that aims to simplify the way the health, fitness and leisure industry measures its success.

Using the Net Promoter Score (NPS) method, the survey will measure satisfaction and loyalty levels of members by asking just one question - "how likely is it that you would recommend our company to a friend or colleague?".

Leisure-net Solutions, alongside retention solutions provider TRP, which will host the research, will offer the NPS survey free of charge to more than 400 public and private operators in order to create an industry benchmark.

Each operator will receive a complementary report benchmarking its score against the sector and the industry average.

According to TRP, the metric has been "proven across more than 12 different industries".

Mike Hill, managing director of Leisure-net Solutions said: "This survey is the largest of its kind ever carried out and will give operators a true snapshot of where they sit within the sector in terms of customer satisfaction and loyalty, as well as how they compare to companies outside of Leisure."

Operators can sign up to take part in the survey via The Retention People website at www.theretentionpeople.com

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Leisure-net and The Retention People (TRP) have launched a customer service survey into the health and fitness sector.
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