In your member feedback system, asking whether a member is satisfied with their fitness results has multiple levels of impact!
When a member responds to this question they are not judging how well YOU (the club) has done in helping them achieve results. The member will be judging how well they have done being personally responsible about their own results. That is a HUGE benefit to you since it highlights how well you can be the hero and support the member! Many of our customers use low fitness results scores as a way to engage members into programs and services. When you add in smart segmentation like age categories, tenure of membership, spend levels, you learn SO much more about how to help your members. Moreover, when we filter all responses in the last year for members ranking their fitness results from 0-6 and compare that to members ranking their fitness results a 9-10, the difference in NPS is astounding! The 0-6 Fitness Result group has a trailing 6 months NPS of -8.8 (yep, thats a minus). The 9-10 Fitness Result group has a trailing 6 months NPS of 76.3!