The Net Promoter ScoreIntroducing NPS

Course modules

• The NPS question and calculation

• Why NPS and how to use it

• An example – spot the difference

• NPS on eFocus

• Competency test

Course Aims

Understand the concept of the Net Promoter Score

Explanation of how and why you use NPS

Gain a greater technical knowledge of the eFocus

platform and how it collects, distributes and collates your data

Understand what you can do to make a difference

Assessment5 question competency test

based on the content of these modules

Expected pass rate 80%

Module 1

The NPS question and calculation

A single question

‘On a scale of 0 to 10 (10 being highly likely) how likely are to recommend this centre to a friend, relative or colleague?’

Closed loop• If 0-6 – respond with sorry, what did we do wrong?

• If 7 or 8, thank you, what could we do differently to get a 9 or 10

• If 9 or 10, that is great thankyou, who would you recommend us too? OR here’s a guest pass for 2 people that you would recommend us too.

Calculation

Calculation in practice (range is -100 to 100%)

• 10 customers respond to email or text that has asked the question

• 8 customers give you an 8, 2 customers give you a 9, your score is;• NPS = % promoters - % detractors• 20% 20% - 0%

• 10 customers give you an 6, your score is;• NPS = % promoters - % detractors• -100% 0% - 100%

• 4 customers give you an 8, 4 give you a 6 and 2 give you a 9, your score is;• NPS = % promoters - % detractors• -20% 20% - 40%

Features of a Promoter, Passive and Detractor

Closed Loop Process

5 Steps to Creating a Great Customer Service Culture/ Experience

Module 2Why NPS and how you use it

Understanding our customers better

L E IS U R E - N E T S O L U T ION S

P AG E 0 3

Drivers of Promotion

It’s a nice gym, clean and fresh. The classes are fun. The weights area is fully kited out. The Personal trainers are very professional and motivating also there is boxing there and the boxing coach really knows his stuff. All the staff are friendly and helpful.

“

”

Staff

friendliness

and

helpfulness

Management

engagement

and

responsiveness

Quality and

range of group

exercise

Range and

availability

of gym

equipment

L E IS U R E - N E T S O L U T ION S P AG E 0 3

Drivers of Detraction

The condition of the facilities are very poor. Showers don’t work, no water pressure in them either. Toilet is filthy, and there’s never any hand soap. Blue hand towels and antiseptic spray in the gym are always empty and the people who work there are always on their phones, in their office with the door closed or hanging around with their friends. ”

“

Changing rooms –

cleanliness and quality

Management response to

complaints/comments

Showers –working order

Equipment availability

and cleanliness

Scores and Targets

The Leisure-net national average in 2020 is 43.8%, Apple is 47%, Ryanair is 2% and Sky is -5%

You can set an individual target for your centre and see how you compare.

Methodology

• All customers are emailed the NPS question every quarter

• Scores are collated by Leisure-net team

• Any responses from customers can be found on your eFocus platform

• Comments from customers should be responded to ASAP

• Monthly KPI are reported via Leisure-net

Module 3

An example – spot the difference

Two similar experiences, can you spot differences?

Differences were

• Organisation differences

• Website has needs analysis

• Telephone answer service recognises sales as important – 15 seconds

• Text reminder

• Sign for reception

• Offered drink, free water bottle before sale

• Individuals making a difference

• Tom answers phone with name

• Takes contact details

• Confirms 3pm appointment

• Sends reminder text

• L/G steps back opens door, says hello

• Receptionist acknowledges Jo when she joins queue

• Tom is there on time and assumes its Jo

• Bespoke tour, swim motivator

• Jo refers because of all of the differences, her score was a 9

Module 4NPS on eFocus

How it works

Customer receives question Closed loop

How it works

Your access to eFocus NPS received

How it works

Reporting

Managing the Platform

The eFocus platform allows you to create your workforce as users. • The general manager has full admin access to create users and control

notifications. • Assistant managers can assign tasks to individual members of the team

who are in control of certain areas, allowing tasks to be dealt with quickly and efficiently. Assistant managers can also see how the team are performing in regards to responding to submissions and dealing with comments, compliments and complaints.

• Area managers can view the platform as well as setting and completing tasks for their team. They can see comments specific to the areas they are responsible for and generate reports.

• Receptionists can log comments that may be verbally spoken to them or forms that have been handed back to them. They can access reporting which can be useful for keeping the team informed in common areas of how well the centre is operating.

• Team members are key to the platform. They will generate the comments that are left by customers as they are the face of the business. Comments made about particular staff can be passed on which helps with staff progression and improvement.

Pyramid Reporting

eFocus allows you to filter your reporting from operator level down to individual leisure centres. This allows you to have an understanding of how the business is performing overall, in different parts of the country, between different contracts

and individually as centres. With this detail you can see the difference your decisions will make at every level.

Tips

• Respond to customers quickly if they leave a comment with their score

• Talk about NPS with your customers, let them know what it means and how it works

• Work hard every minute of every day to personalise the experience for each customer

• Respond to those who score you a 9 or 10, referrals are the life blood of every business.

Module 5Competency Test

Quiz

• The NPS question is – On a scale of x (0) to y (10) how likely are you to recommend this centre to friends, family or colleagues?

• If 10 customers give you a score, 5 of which score 6 and 5 of which score 9, what is your NPS? 0

• Will a ‘passive’ someone who scores you 7 or 8 refer your site? No

• Drivers of promotion• Staff friendliness and helpfulness

• Management engagement and responsiveness

• Drivers of detraction• Management response to complaints/comments• Equipment availability and cleanliness

For more resources…www.leisure-net.orgLeisure-net Solutions@_Leisurenethttp://tiny.cc/leisure-netyoutube