NPS
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Evaluate · Member Feedback

The number that
matters most.

Net Promoter Score is the single clearest signal of how members feel about their experience. It cuts through survey noise to ask one direct question: would you recommend us? Our answer, consistently, is one of the strongest in the industry — and coaches are at the centre of why.

78 Our NPS
Industry average
20 – 50
01 · What is NPS

One question. One number.

Net Promoter Score is built around a single question asked of every member: "On a scale of 0 to 10, how likely are you to recommend our gym — or your coach — to a friend or colleague?" From that response, members fall into one of three groups.

0 – 6
Detractors
Members who are unlikely to recommend you, and may share negative experiences. Their feedback points to gaps we need to close.
7 – 8
Passives
Satisfied but not won over. They won't actively advocate for us, and remain open to switching if something better appears.
9 – 10
Promoters
Loyal advocates who love their experience and actively recommend us. These are the members you build a gym community on.
% Promoters
Scores 9–10
−
% Detractors
Scores 0–6
=
NPS
−100 to +100
Passives (7–8) are excluded from the calculation — they neither help nor hurt the score. A positive NPS means more promoters than detractors.
02 · Why It Matters

More than a satisfaction score.

NPS is a predictor of growth, not just a pulse check. Organisations with high NPS consistently outgrow their competitors — through stronger retention, more referrals, and deeper member loyalty. In the fitness industry, where churn is high and trust is hard to earn, NPS is especially meaningful.

2×
Growth rate
Companies with high NPS outgrow their competitors by more than two times. Source: Bain & Company.
1%
Revenue per 7pt gain
A 7-point increase in NPS can correlate to a 1% increase in revenue. Source: London School of Economics.
20–50
Industry average
Fitness industry benchmarks typically sit between 20 and 50. Achieving a score above this is genuinely rare.
Industry low
20
Industry high
50
Gymnasium
78
−100 −50 0 +50 +100

NPS scale ranges from −100 to +100. Bars represent approximate positions on this scale.

03 · How It Works Here

Gym-level and coach-level.

We measure NPS at two levels: across each gym as a whole, and individually for each coach. Coach NPS is reviewed every 6–12 months. Typically, attendees from three of your classes are surveyed — giving a real, grounded read of how members experience coaching with you specifically.

Step 01
Members are surveyed
Attendees from three of your recent classes receive the survey. The sample is intentionally small and focused — it reflects your direct impact.
Step 02
Score is calculated
Responses are grouped and your personal NPS is calculated. You'll receive your score with context — what it means, and where it sits relative to benchmarks.
Step 03
Conversation follows
Your score becomes part of a broader coaching review — identifying what's working, and where there's room to grow. It's a tool for development, not just assessment.

Your NPS isn't a judgement — it's a signal. A high score tells you members feel genuinely connected to their experience with you. A lower score is an invitation to look more closely at what's landing and what isn't.

04 · Coach Benefits

What a strong score means for you.

A high coach NPS is recognised at Gymnasium. It's an indicator of excellence — not just in delivery, but in the relationships you build and the environment you create for every member.

Acknowledgement
Outstanding scores are recognised within the team. Excellence in coaching doesn't go unnoticed.
Performance rewards
High scores may make you eligible for performance-based rewards as part of our coaching recognition framework.
Standing as a leader
Coaches with consistently strong NPS set the standard. It marks you out as someone members — and the team — trust.