Key Loyalty Metrics

Key Loyalty Metrics are the measures that affect your NPS score daily and are actionable and measurable.

  • Net Promoter Score (NPS)
  • Likelihood to Continue (LTC)
  • Overall Experience (OE)
  • Staff Friendliness (SF)
  • Equipment Condition (EC) 
  • Gym/Club Cleanliness (GC)
  • Equipment Condiition (EC)

Key Loyalty Metrics & NPS should be incorporated into:

  • Any daily meeting
  • Daily coaching
  • Regular discussions
  • Every department meeting
  • Staff bulletin board
  • All month-end meetings, right alongside your financial/production reporting
  • Quarterly results reporting
  • Your annual planning and goal setting

You will receive feedback from Promoters, Passives, and Detractors.  Relay the Feedback to Your Gym Staff in order to recognize staff members for receiving positive feedback and comments and use negative feedback and comments as coaching opportunities to raise the level of service in your club.

Remember that the goal is to gain positive acceptance of the Closed Loop Feedback results, and to gain a commitment by your staff that the results will be used to improve the club’s service level.