Retention Intelligence NPS
A poor member experience leads to cancellations. You can't manage a members experience without a way to measure it. With our tools you can make informed and educated operational changes to create a megaphone of raving reviews and referrals retaining more satisfied Members
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The Problem
Not understanding how your members really feel about your club and its amenities has a negative impact on your retention efforts . Remember you can't manage what you can measure.
We turn feedback into action with built-in customizable surveys, smart segmentation, and trend tracking. Increase retention, identify up-sell opportunities, and make decisions driven by real member insight—not guesswork so you create champions of your brand and word of mouth growth
Ineffective Feedback Methods & Lack of Quality Data
Limited Understanding of Member Motivation
Inability to Predict Membership Trends
Lack of Actionable Insights
How Retention Intelligence
NPS Works
Multi-Channel Feedback: Your Members, Your Way
With FitnessEMS's Full NPS, you decide exactly how, when, and to whom your surveys go out. Automate targeted feedback through email, QR codes, web forms, or text surveys, and control the frequency and volume to perfectly match your team's capacity. Every survey counts, every response gets personal attention, and every loop gets closed.
Instant Feedback, Actionable Insight
Capture member experiences in real-time. With FitnessEMS, automatically send customized feedback requests through email, text, QR codes, and more—asking the right questions to the right members based on demographics, check-in frequency, and behaviors.
Segment your audience effortlessly, gather targeted insights, and respond swiftly to improve satisfaction, retention, and club loyalty.
Retention Intelligence: Turn Insights into Loyalty
FitnessEMS provides powerful qualitative and quantitative analysis of every member interaction, turning raw feedback into clear, actionable insights. Understand exactly why detractors are unhappy—and precisely how to convert them into promoters.
Leverage intelligent tagging of member comments to automatically identify trends, personalize future interactions, and measure your success. See measurable evidence of behavior change as your members become more engaged, loyal, and vocal advocates for your club.
Clear Reports, Powerful Actions
FitnessEMS delivers precise, tailored reporting for every level of your organization—whether you're managing daily survey responses or comparing performance across multiple locations.
Instantly identify issues, close the feedback loop, and use our integrated CMMS platform to pinpoint what went wrong, understand why, and implement accountable workflows and checklists to prevent future problems. Even better, uncover what's working best so you can replicate success consistently across your entire organization.
Why Our Clients Trust FitnessEMS
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Years Developing Health & Fitness Solutions
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Equipment & Facilities Tracked
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Active Gym & Wellness Locations Managed
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Health & Fitness Work Orders Processed
Customer Success Stories
Retention Intelligence NPS FAQ
NPS, or Net Promoter Score, is a customer experience metric that measures customer loyalty and how likely someone is to recommend a company or brand, using a simple question and a numerical scale. NPS is a widely used metric in the business world, and it's a simple way to gauge customer loyalty and satisfaction. This is Key for member retention.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. NPS = % Promoters - % Detractors
We provide a Net Promoter System not just a way to ask questions and retrieve a score
While the net promoter score itself is useful, it's important to follow up with respondents to understand the reasons behind their scores and get more in-depth information about the customer experience, that's an NPS system.
In order to improve the member experience you must have actionable processes to follow with measurable results.
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