Since the inception of the Net Promoter Score (NPS) study conducted by the International Health, Racquet and Sportsclub Association (IHRSA) in 2012, the industry has been inundated with information proclaiming NPS as the ultimate measure of member loyalty. A club’s NPS is determined by asking members and clients to rate how likely they are to recommend your facility to a friend or colleague on a 0-to-10 point scale, then subtracting the percentage of people who responded negatively ...

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