Member Experience Awards
The Member Experience Awards were created to recognise and reward health and fitness clubs, leisure centres, gyms, and golf clubs across the globe for their delivery of excellent member experiences as measured by Net Promoter Score®.
Net Promoter Score, or NPS® as it is commonly referred to, is a globally recognised measure of customer loyalty and satisfaction used within a vast array of industries.
The Member Experience Awards is the health and fitness industry’s only awards programme based soley on NPS as an objective measure of quality.
Winning a Member Experience Award requires a true customer-first approach and unwavering focus on making member experience part of everything an organisation does everyday.
Operators and their sites are assigned to one of 6 (5 for sites) categories relevant to their sector of the industry and the highest scoring is crowned ‘best in category’.
The overall highest scoring operator and site across categories are named ‘Operator of the Year’ and ‘Site of the Year’ respectively.
Most Improved Awards
Much like our ‘Best Awards’, operators and their sites are assigned to one of 6 (5 for sites) categories relevant to their sector of the industry. This time however we compare the current year’s score with the previous year’s score and the operator/site with the greatest increase in NPS is crowned ‘most improved in category’.
The operator and site with the greatest increase in their NPS between the previous and current year overall across categories are named ‘Most Improved Operator of the Year’ and ‘Most Improved Site of the Year’ respectively.
Medal awards are awarded to operators who’s NPS hits a pre-determined range.
These ranges are assigned a medal colour; Silver, Gold, or Platinum.
The bottom boundary for Silver is the industry average NPS for the previous year, so those achieving a medal award, of any colour, have exhibited above-average service delivery.
Member Experience Award Winners
Discover our awesome winners!