The Net Promoter Score – The Ultimate Question for your Customers?

If you had to ask your customers one question to see how satisfied and loyal they were, what would it be? Well for more and more leading companies in the US and UK it is the Net Promoter Score (NSP), and now Leisure-net Solutions have become one of only a handful of companies in the UK certified to deliver NPS to its clients.

DC Leisure have renewed their Customer Insight Contract with Leisure-net for the 4^th Year running, expanding on the range of service delivered.

The contract includes a full range of mystery calls and visits to over 60 of their sites, together with repeats of their annual staff and client surveys. The calls and visits will test their sales procedures and systems, with feedback being delivered by Leisure-net’s unique web-based reporting tool. But the most innovative development in their programme is the introduction of on-line Customer Experience survey completed by email and including Leisure-net’s new Net Promoter Score question.

DC Leisure have implemented the new monthly on-line survey for their customers across the majority of their 100 plus sites as the principal method of tracking customer satisfaction and perceptions. Emails are sent out to a selection of their customers every month, asking them to complete a quick on-line survey about their service experience at their centre. The results are posted on the same web based reporting site as the other Customer Insight elements and identify strengths and weaknesses of each site, as well as the organisation as a whole. Longitudinal analysis on a monthly basis allows them to see the trends both positive and negative.

Included in the questionnaire is the new Net Promoter Score Question (NPS), which Leisure-net are bringing to the health, fitness and leisure sector for the first time. The question is a powerful indicator of customer satisfaction and loyalty and involves customers answering the simple question,

“How likely are you to recommend your club/centre to a friend/colleague on a scale of 1 to 10”

Any one scoring 1 to 6 is seen a Detractor, 7 and 8s are Passives and 9 and 10 are Promoters.

Steve Philpott, CE of DC Leisure is certainly excited about the potential of the new Customer Service Matrix

"Well done to LeisureNet for being pioneers in embracing this powerful customer measure. As an ex-Marketeer I've been fascinated with Net Promoter Scores ever since I was introduced to them 2 or 3 years ago and
I can't wait to start using them as the key metric in DC Leisure's customer KPIs."

Click here for more information about NPS.

Work by Leisure-net has been referenced in the IDeA report that looks at pilot initiatives where councils and trusts are establishing frameworks wherein they can demonstrate the impact of their culture and sport services on the priorities of councils and Local Strategic Partnerships (LSP). 

This follows the sectors key document 'A Passion for Excellence', which seeks to establish the improvement agenda for the sector and identifies the need to understand strategic commissioning and the need to demonstrate the impact that services offer to commissioners. Hertsmere Trust and Council are one of the services that are leading on this agenda, supported by Leisure-net. Leisure-net also advised Wigan Cultural Trust on the first stages of their project, also referenced in the report of good practice. 

Leisure-net will once again be a strategic partner to SIBEC Europe and their event taking place from 3-6 November 2010 in Portugal.

Leisure-net Solutions’ releases second Price and Promotions Comparison (PPC) report.

Customers – who needs them?

We all do, and we need to keep them! And yet delivering consistently high standards of customer service across the whole of your operations is the major challenge facing the leisure industry. The industry’s leading Training provider and Customer Insight provider have combined to bring you an intensive half day seminar,  aimed at senior and middle managers with responsibility for motivating and training staff, and delivering customer service.

Leisure-net Solutions is about to launch its new industry confidence survey, the Fitness Industry Survey (FICS),backed by the FIA and sponsored by LIW, to give a ‘view from the top’ on how the sector is faring.

The Improvement Agenda for the culture and sport sector, set out in A Passion for Excellence, identifies strategic commissioning as a key process and one that we're not too good at. Local Strategic Partnerships are the commissioners, and they will make decisions based on the demonstration of performance against impact and outcome measures. Our sector has always been quite good at 'inputs' such as number of visits etc, but LSPs want to know "so what?" It's a weakness that we're in a poor position to answer this, but a strength that in fact we do contribute to most if not all LSP agenda - typically: health, crime, economic development etc. So, all we need is a standard method of identifying, measuring, monitoring, benchmarking and understanding outcome data, all of which is our day job at Leisure-net!

Leisure-net Solutions, the leading customer insight provider to the active leisure sector, is taking its mystery shop and call services into the spa and therapy industry.

The results of the 10^th HAFOS (Health and Fitness Omnibus Survey), are to be released at SIBEC 09 in Croatia, and will then be released to the sector as a whole. This national survey of over 1,500 members of the public, once again tested public opinion on a whole range of attitudes and perceptions towards physical activity and the health agenda.