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Tracking Member Satisfaction Using Net Promoter Score (NPS®)

March 30, 2023

Health system based fitness centers are retail businesses. Customer service and member satisfaction are key success metrics, and should be tracked regularly to ensure member satisfaction and good business health.

A well-accepted retail industry measurement is the Net Promoter Score (NPS®) system. The NPS® is based on a simple ten-point scaled response to the following question: “How likely are you to refer the [business] to a family member or friend?”. “Promoters” register 9 – 10, “Passives” register 7 – 8, and “Detractors” register 6 or lower. NPS® is a measurement of all Promoter minus Detractor scores.

net promoter score npsPower Wellness has been using NPS® to track member satisfaction at its managed centers annually since the early 2000’s. On average our managed centers have scored in the “Very Good” to “Excellent” ranges.  We’ve found NPS® is easily understood by center management, offering actionable steps to improve overall satisfaction. Additionally, tracking NPS® over time shows meaningful patterns that center-based associates use to plan and execute marketing and sales promotions.

Contact Power Wellness ( to learn how your center can benefit from NPS® tracking.