Customer Engagement Academy Announces New Awards Based on Member Feedback

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TRP's Customer Engagement Academy (CEA) will be launching a new annual customer experience awards for the global health and fitness industry in November of this year.

Open to all operators using TRP's Insight customer feedback system, the awards are designed to celebrate the achievements of those consistently delivering great experiences in their clubs as determined by their members.

Based exclusively on their Net Promoter Score® over a 12-month period, awards will be given to those performing above the industry average. Silver, Gold and Platinum medals will be assigned according to relevant brackets, with the top site and chain from each sector winning the coveted ‘Best in Class’ awards.

CEA Chairman and TRP Managing Director, Daniel Haywood said “One of the key goals of the CEA is to promote the importance and value of customer engagement in the delivery of great member experiences. We have created these awards to publicly celebrate operators who are already doing a great job of this and to further incentivize others to raise the bar in order to join them. We believe that member feedback is the ultimate measure of excellence and NPS® gives us a tangible way of assessing this, which should appeal to operators. This is a truly exciting moment for TRP, our customers and the wider industry as a whole, as the CEA continues on its mission to drive up standards of engagement for health and fitness club members across the globe.”

This year's winners will be announced via an online webinar, with plans to expand into a celebratory event in the coming years as the CEA grows and develops.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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