With our help you can really understand your customers, improve customer service and so increase customer satisfaction and loyalty. Most importantly, you will improve your bottom line, however you measure it!

We have developed a range of Customer Insight tools that help our clients identify what's important to their customers, understand how they want services delivered, and measure and monitor whether they are meeting their needs.

Data is routinely benchmarked against our unique database, giving our clients valuable insight about how they perform against industry standards in their sector.

A well developed Customer Insight Strategy and Programme is a pre-requisite for an organisation that is really committed to developing a service orientated culture that puts the customer at the centre of its business. We have delivered our Customer Insight Audits for dozens of organisations, giving them a real kick start to making Customer Service The priority for everyone. These are then followed up with consultancy work to help them develop Customer Service Standards and Statements that have real relevance to customer and staff.

The final stage is putting into place our comprehensive 12+ month Customer Insight programmes incorporating a mix of Customer Insight tools detailed elsewhere in this section.

For more information about this service please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Leisure-net Solutions is one of only four consultancies in the UK who are officially certified as a Net Promoter^® Partner, meaning we deliver services and consultancies based on the Net Promoter Score to our clients.

A leading international customer loyalty metric, the Net Promoter Score stands out from the crowd as one of the only customer satisfaction tools to give organisations a single objective: creating more ‘Promoters’ and fewer ‘Detractors’. The NPS system is already used by hundreds of the world’s leading companies across many industries, including Lego, O2, eBay, Sony and HSBC.

Unlike traditional satisfaction surveys, a company’s NPS^® is obtained by asking customers one question: how likely is it that you would recommend our company to a friend or colleague? Their responses – rated from 0 to 10 – place them in one of three groups. ‘Promoters’ rate the company nine or ten, ‘Passives’ seven to eight and ‘Detractors’ zero to six. The percentage of Detractors is then subtracted from the percentage of Promoters to obtain the NPS.

Being accredited as a Net Promoter Partner allows Leisure-net Solutions to utilise the official NPS system, scoring and terminology, plus enable clients to benchmark themselves against dozens of sectors in the UK and America, including hospitality, hotels, retail and airlines.

Initial research already carried out by Leisure-net Solutions suggests that the health and fitness sector’s average NPS is 34%, with a Promoter score of 54% and a Detractor score of 20%.

For more information about our online NPS Surveys, or implementing NPS throughout your organisation as way of really focusing on the customer experience, contact Mike Hill directly at This e-mail address is being protected from spambots. You need JavaScript enabled to view it

This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld

call-Focus™

Call-Focus™ is the industry’s leading web-based telephone mystery shop service for leisure operators and suppliers who need to monitor, measure and improve their call handling services.

Call-Focus is a service provided by Leisure-net on annual contracts where our experienced mystery shoppers ring your centres or clubs, making membership (or general) enquiries. We recommend that we ring each centre, club or call centre at least 2-3 times over a period of a week and we do this at least every quarter. All the calls are digitally recorded and the results of the individual calls and a centre and group summary are immediately graphically displayed on your own web based reporting site, which you can access with your own unique password.

 It allows you and your management team to cost effectively monitor and measure on a regular basis how well your telephones are getting answered and then to use the results to encourage and train staff to improve. You can see month on month comparisons as well as benchmark site against site or externally against other operators.

visit-Focus™

visit-Focus™ is the industry’s leading web-based mystery shop service for leisure operators and suppliers who need to monitor, measure and improve their customer experience.

 Like Call-Focus, visit-Focus™ is a service provided by Leisure-net on annual contracts where our experienced mystery shoppers ring and then visit your centres or clubs, making membership (or general) enquiries. We recommend that we visit each centre, club or call centre at least 3-4 times over a 12 month period. The results of the individual visits, together with the centre and group summary are graphically displayed on your own web based reporting site within 1 week of the visit.

 Visit-Focus™ allows you and your management team to cost monitor the service you are providing in real life situations, giving you great qualitative feedback to encourage and train staff to improve.

e-Focus™

e-Focus™ is Leisure-net’s own web based surveying and reporting software. Used by dozens of industry organizations, it can be used to carry out cost effective and quick customer or client surveys, staff surveys, or wider consultation exercises. Quick to set up and highly adaptable, its real time reporting tool makes it an invaluable management tool.

centre-Focus™

Although a lot of our Insight tools are email or phone based, there is still a place for a more traditional face to face exit survey. Leisure-net have developed a standard paper based exit survey over the last 8 years which we call centre-Focus. Delivered by our trained and MRS qualified Interviewers, sample sizes vary between 100 and 400 per site and our delivered over 7-10 day periods to ensure representative samples are collected.

street Focus™

Leisure-net Solutions have developed the market leading street based survey aimed at identifying why non-users do not use leisure and/or cultural facilities and services. This includes, why they don’t exercise more, and what would encourage them to use local leisure facilities and/or exercise more. The information gleaned is a great follow up to Active People survey results.

The concept is based on a standardised package of questions that are quick and easy to implement, offer a benchmarking of results and which are affordable and cost effective.

 The questions will cover the following areas:

 •      Current quality/pattern of lifestyle/activity

 •      Resistance/motivation to change

 •      What would encourage change

 •      How likely to change

 •      Barriers/Accessibility

All results can be benchmarked against our national database of results based on gathering information from over 50 clients over the last 8 years.

Email/web enquiries now account for up to 25% of customer/membership enquiries, and yet our research shows that as few as 10% of these emails are responded to in a timely and professional manner. Leisure-net now offer a “mystery email” service to complement our calls and shops. We email your sites on a regular basis using ghost email accounts and report back to you on the speed and quality of their response. All results are reported back using the same web based reporting suite as our visit and call-Focus service.

The best determinator of customer satisfaction is staff satisfaction. You cannot hope to get staff to deliver great customer service unless they are trained appropriately and well motivated.  Leisure-net are the leading supplier of staff attitudinal surveys to leisure operators, and have developed national industry benchmarks for key indicators such as satisfaction with training and employer recommendation levels.

Our e-Focus Staff surveys are delivered on-line making them paperless and anonymous. We usually achieve a 70% completion rate and provide analysis based on site and job role. We believe understanding the attitudes and perceptions of your staff around such things as customer service, leadership, delegation and health and safety is an essential pre-requisite to a developing an customer centric service culture.

The National Benchmarking Survey or NBS, as it is called, is the national scheme developed and approved by Sport England to help leisure centres measure and compare the service they provide to their community. It involves carrying out 350 interviews with customers over a 10 days period using a standardised questionnaire. The survey include questions about each individual centre, covering areas such as catering facilities, cleanliness, good facilities for the community, and accessibility. Results are analysed by Sheffield University and they then produce a report with national benchmarks.

Leisure-net is the industry’s leading provider of NBS Fieldwork services. We provide operators with a team of expert researchers to carry out the 350 interviews, ensuring that the approved procedures are followed and the information gathered is as accurate and robust as possible. We are the approved provider for leading operators such as DC Leisure, Leisure Connection and Fusion Leisure.