How to Get Your Priorities on Track 

Overseeing a network of franchises can feel like herding cats at times. Each franchise owner or manager has their own concept about how to run the franchise, while the corporate office has its preferred way. Sometimes the methods align; sometimes they don’t. 

But if you want your franchise network managers to be successful, there needs to be a clear list of priorities that everyone can get behind. The challenge, though, is deciding what those priorities should be and then balancing them appropriately so you can stay on track.  

Here’s a closer look at how you can prioritize effectively so all your children’s services program franchises can thrive. 

Choosing the Right Priorities in Your Children’s Services Program 

Before you can balance priorities, you need to settle on what they are. Easier said than done, right? With only 22% of employees in the U.S. agreeing their leaders have a clear direction for the organizations they work for, there’s plenty of doubt to overcome. 

The reason why prioritizing is challenging is that every business is a complex ecosystem of ideas, processes, and relationships. At the local franchise level, that ecosystem gets even more complex when you take into account varying customer needs that are location- or region-specific. Then there’s the fact that franchise managers already have a lot on their plates. It’s not always easy for them to know what to focus on to reach that next level of success.

Here at Listen360, we’ve spent years partnering with franchise networks like yours in the children’s services industry. Based on our experience, we recommend the following business priorities as a place to start:  

  • Build a strong brand 
  • Deliver exceptional customer service across all franchises 
  • Use technology to build efficiencies into your business 
  • Stay on top of research and changes within your industry 
  • Create and execute a strategic marketing plan both at the corporate and local level 
  • Ensure compliance with local and regional government regulations 

Once you’ve determined the priorities that make the most sense for your children’s services franchise, and the order in which you’d like to prioritize them, the next step is to figure out how to balance them. 

6 Tips for Balancing Your Children’s Program Priorities 

Setting priorities doesn’t mean they’ll automatically be followed. It takes time and commitment to see them through, and along the way, you may need to make some adjustments. 

Use the following tips as a guide to help corporate and franchise managers balance priorities, so you can achieve optimal results over time and ensure the end customer will benefit. 

  1. Apply resources based on priority

This may seem obvious, but it’s helpful to reinforce this idea upfront: Portion out your resources based on your hierarchy of priorities. Even the largest corporate business with tons of resources at its disposal still needs to apply those resources strategically. So in this case, the highest priority gets the bulk of the effort and resources, followed by the second-highest priority, and so on down the list. 

  1. Weigh new ideas against your priorities

New ideas are fantastic. But over half (54%) of executives struggle to align their innovation strategy with their business strategy. If the new idea or initiative takes away critical resources or requires you to put more resources into a lower-priority goal, you may need to reconsider. To stick to your priorities, think about holding off on the idea for a while, dropping it altogether, or finding a simpler, less resource-heavy way to achieve it.  

  1. Stay flexible and agile

That being said, things can change quickly in business. It’s not out of the realm of possibility that one of your lower priorities could suddenly become a top priority based on any number of factors in your business, the industry, or the market. One of the best skills you can cultivate in your business is the ability to identify when a pivot is needed and flex appropriately to accommodate it. 

  1. Hire a skilled team 

Following your priorities effectively means you might need to hire new employees with specific skills. You may need to expand your marketing team, or create a new technology team from the ground up. With your team in place, make sure you’re transparent about what you’re prioritizing and why, and then ask for their input. As one expert recently explained: “Engagement rises when employees take an active role in defining their goals and see the connection and link between their goals and the larger company’s purpose.” 

  1. Categorize urgent vs. important activities

Sometimes the most urgent items aren’t actually the most important — and you can find yourself easily distracted from top priorities when you drop everything to deal with the urgent stuff. Have a system in place for being able to decide what’s an immediate but temporary fire (urgent) and what’s critical now and over the long term (important) so you don’t needlessly waste time and attention. 

  1. Regularly check in with franchise customers

The end customer provides a great temperature check on whether your priorities are having an impact on the customer experience. One way to check in with franchise customers is through Listen360’s Net Promoter Score (NPS) surveys and other customer feedback methods that measure customer loyalty. With a simple NPS survey, you can ask one question to find out how franchise customers feel about your overall brand and/or service, which can further inform your business strategy and priorities. 

Get Started with Listen360  

Getting clear about what to prioritize helps all your franchises turn into top performers. To ensure your business priorities positively impact the customer experience, consider Listen360’s customer engagement platform.  

Backed by an experienced team, Listen360 can help you survey and collect important customer data and make smart business decisions that keep customers coming back.  

For more information, contact us today and we’ll be happy to chat.

Use Feedback to Retain Customers  

If you want to grow your children’s services programs, you need to acquire new customers. But you also need to impress them enough to keep them coming back. The way to do this? Give customers an amazing experience — every time.  

The challenge is, how do you really know if the experience you’re delivering is amazing? Your franchisees work hard to maintain good relationships with customers and ensure quality offerings. But if you’re not sure what customers are really thinking and whether your brand is meeting their expectations, then it’s harder to hit that next level of success — both at the corporate and franchise level. Instead, customers may come and go but never stick around. And you may never know why. 

Customer feedback is one of the best ways to engage with customers and figure out how to boost their experience with your brand. Here’s a closer look at how important it is to gather customer feedback through Net Promoter Score® (NPS) surveys, the role feedback plays in business and franchise growth, and how technology is central to effectively using customer feedback.  

The Importance of Customer Feedback in Children’s Services Franchises 

Children’s services franchises have an important job to do: please parents and delight kids. But they’re also doing this in a competitive ecosystem in which parents and kids have a lot of options to choose from. One center may be conveniently located, another may be the most affordable, and a third may have that super-cool playground. So what makes them choose your business — or not? 

Whether your business provides daycare, early childhood education and learning, or physical development and play, you need to know if your programs and offerings are on target. Are kids getting what they need? Are parents happy with the results? Do the families see value in returning? 

Asking for and analyzing customer feedback with NPS surveys is a critical step in understanding the overall customer experience — what’s working well, what isn’t, and which aspects of the business could benefit from updates and improvements. At the end of the day, 83% of companies that think customer happiness is important are able to grow their revenue. That means it’s worth it to make a concerted effort to gather and take action on customer feedback. 

How Customer Feedback Leads to Business and Franchise Growth 

If you want to prioritize business growth, customer feedback is an important tool for doing so. As McKinsey states, “A strategy that enhances customer care and deepens engagement, effectively shifting customer care from a cost center to a profit center, is essential.” 

Here’s how customer feedback helps you engage with customers and build the kind of lasting, loyal relationships with them that can enable business growth. 

Surface areas of improvement 

It’s wonderful to receive positive feedback, but negative feedback is sometimes more rewarding because it shows you exactly where you need to improve. When customers are honest with you about what they don’t like, think of it as valuable information pointing the way to necessary changes that can make your business more profitable.  

Know what to prioritize 

Running a franchise means giving attention and resources to a multitude of tasks and challenges every day. Customer feedback focuses the franchise’s attention and resources on the things that truly matter to customers. When the franchise prioritizes the customer, they’re effectively giving customers more of what they want — leading customers to spend more in return.  

Increase customer retention 

Acquiring new customers is important, but so is retaining them. When you gather customer feedback, you’re giving yourself the knowledge you need to keep existing customers happy and increase customer retention. You can enlist a variety of ways — such as communication campaigns and loyalty programs — to show them how much you value their patronage. 

Improve referral rate 

Loyal customers have the added bonus of talking to their friends. When they’re happy, they refer others in their network to your business, which means you can bring in new customers just by caring for the ones you already have. 

Spur innovation and new offerings 

Listening to your customers and understanding their experiences opens up doors to innovation. You’re able to see how your customers might benefit from a whole new offering that your competitors don’t have or that meets an emerging need. Even better? When you develop a new offering, your existing customers are 50% more likely to try it. 

The Role of Technology in Customer Feedback 

Technology is key to boosting customer happiness effectively because of its ability to efficiently capture, centralize, process, and analyze information without adding administrative burden. Adopting a customer engagement platform like Listen360 enables you to: 

  • Continuously gather and actively listen to customer feedback 24/7 
  • Capture feedback through NPS surveys and other methods  
  • Reach customers through a variety of channels, including email, the web portal, phone calls, and interactive voice response (IVR)  
  • Get real-time alerts when feedback comes in so you can quickly respond 
  • Use monitoring and historical information to follow up, ensuring customer issues are addressed and resolved 
  • Calculate NPS by brand or location and track other metrics and key performance data to understand business impact 

With technology-enabled customer feedback, you’re able to uncover high-impact opportunities for your business, delight your customers, and cultivate customer loyalty and retention over time — in ways that are much easier than relying on manual feedback methods at the franchise or corporate level. 

Get Started with Listen360 

Building customer relationships, gathering feedback, and retaining the customers you acquire takes effort and focus. To start off on the right foot, consider Listen360’s customer engagement platform. Backed by an experienced team, Listen360 can help you survey and collect important customer data and make smart business decisions that keep customers coming back.  

For more information, contact us today and we’ll be happy to chat. 

Customer feedback helps children’s services franchises measure how happy customers are with their company’s products, services, and capabilities. It’s a reflection of how well a company is received by those who use its services.  

Taking the time to collect customer feedback, both good and bad, is important because it is a demonstration of how much your customers enjoy your services — and how likely they are to keep using them.  

5 Ways to Collect Customer Feedback   

If you manage a chain of children’s services or program franchises, you know how important it is to accurately assess the experience of your customers. Measuring successes and failures early and often will help you identify customer pain points and solve problems before they become overwhelming.  

Collecting customer feedback can have a number of benefits: 

  • Provide details on what makes your children’s program work. 
  • Get real feedback on what customers don’t like. 
  • Understand why customers return to use your services. 
  • Immediately identify what problems are a priority. 
  • Helps to plan for the future. 

 Let’s look at a few effective ways you can gather information from your customers. 

Customer Surveys 

Conducting customer surveys at regular intervals can help your children’s services franchise to gain the perspective of your customers and reveal patterns that will help you to determine business priorities.   

When developing a survey for your children’s services franchise, be sure to set clear objectives. What is it that you need to know to help solve an urgent problem? Create a set of core questions that will apply across all franchises, then get the individual franchises involved in creating questions that are more specific to their location. Keeping the questions short and simple increases the likelihood of receiving useful responses. 

Social Media Listening 

Incorporating a social media listening strategy will give your children’s services franchise valuable data to keep business booming. Why? Because it helps you monitor and analyze what your current and potential customers are saying about your business across social media channels.  

One way to implement social media listening is to list hashtags related to your franchise and see what people are saying about your business in real-time. You can also use keywords to participate in the conversation that is going on about your brand online. What you learn from these interactions can tell you a lot about how your customers use your children’s services program. 

Net Promoter Score Surveys 

A Net Promoter Score (NPS) survey measures customer loyalty among your child care program franchises and gives you an idea about which customers will be repeat customers, as well as brand ambassadors. In the NPS, customers are asked on a scale of one to 10, how likely they are to recommend a business. This is followed by an open-ended question that lets the customer explain in their own words why they answered the way they did.   

One of the benefits of an NPS survey score is that you can immediately see in what areas your franchise needs improvement. You can use this information to figure out what tactics you can repeat to create more customer advocates — the ones who use word of mouth to spread the good word about how valuable your children’s services are. 

Customer Reviews and Ratings 

Online sites like Google Reviews, Yelp, and Facebook have become essential research tools for consumers interested in children’s programs in their area. These review sites are an extension of word-of-mouth marketing that has such a strong influence on your potential customers.  

It’s natural for customers to want to know what other parents have to say about a children’s program or center before they enroll their children. Online reviews give your franchise much-needed credibility and social proof. Furthermore, these sites often give good feedback about where you can improve, which is just as important as positive feedback. 

Sales and Retention Metrics 

Sales metrics measure the growth or decline of your business and can include the number of sales made during busy seasons vs sales made during slow months. Knowing this data informs your children’s program teams to know what to expect throughout the year.  

It’s important for each children’s services provider to define what success looks like for them. While there may be some guidance from the parent franchise, allowing each franchise to have an opportunity to define success for themselves gives them more independence. Measuring data at regular intervals throughout the year allows each franchise to make strong decisions about its future. 

Ways to Keep Your Child Programs Services Franchise Customers Happy 

While each children’s services franchise is unique, there are some customer experience goals that are universal. Research shows that 42% of customers are willing to pay for a more friendly and welcoming experience. This leaves plenty of room for your franchise to think about where they can start to make a positive impression. 

Take a look at how your franchise can take the first step toward happier customers. 

1. Create customer experience goals 

Knowing your customer journey is important to creating a stellar customer experience. This includes goals related to repeat purchases or increases in subscriber or membership renewals. These are goals that can be numerically measured so that it is clear whether there is an improvement.  

2. Improve customer support 

Rather than striving only to meet industry standards, take the time to figure out what stellar customer service looks like for your particular children’s program. Teach your team to be solution-oriented so that the children and parents who utilize your services will rave to their friends and family about the gem of a program they’ve found.  

3. Get to know your customers as people 

When it comes to the care of children, people always appreciate a personal touch. This can include remembering first names, making friendly conversation with a smile, or sending out emails with real names rather than just signed by the “Customer Service Team.”  

Get Started with Listen360 

If your children’s services franchise needs support with building positive customer relations, gathering customer feedback, and improving your customer retention rate, then it’s time to consider using technology to help you with your goals.  

A customer engagement platform like Listen360 can help your franchise to collect important data from all your customers to help you create a marketing strategy that encourages them to come back from year to year.  

In today’s changing marketplace, children’s services franchises need every advantage to stay ahead. You can get a better sense of how to help by collecting feedback regularly and using that information in your decision-making process.  Here are some ways children’s programs can gather customer feedback to grow the franchise. 

How to Collect Customer Feedback 

A consistent customer feedback system will help you stay in touch with your franchises and assess their evolving needs. 

Surveys  

Surveys let you proactively collect feedback from franchises on a regular or ad hoc basis. There are several types of surveys, like Net Promoter Score surveys, that give you more specific information about the kind of success you want to measure. With surveys, you can ask specific questions regarding a franchise’s success, struggles, or other areas of needed support. Email allows you to send surveys to numerous people and franchises at one time, saving time, money, and energy.  

Social Media Monitoring  

One of the most potent sources of feedback that child services franchisors may forget about is social media. While social media can be used by the franchisor to broadcast the benefits of investing in a well-known brand, it can also be used to monitor what franchisees are saying about their success online. Companies may need to have a full-time social media manager or use monitoring software to monitor the feeds of several franchisees.  

Reviews and Ratings  

Support your franchisees by setting up a system to collect reviews and ratings. Franchise business reviews, as part of a consistent marketing strategy, can influence online brand reputation, leading to long-term, sustainable market growth.  

There are a number of ways to help your franchisees collect customer reviews. One common way is sending an electronic form or survey via email or social media. Another is to remind franchise customers to utilize sites like Google Reviews, Yelp, or the Facebook business page to talk about their experience.  

Customer Support Interactions and Chat  

Software tools can collect customer feedback during interactions with customer support agents and chatbots. This process can be automated, monitored, and analyzed over any given length of time. The responses can let you know the common questions customers are asking, their challenges, and help you identify ways to improve the customer experience. 

How to Analyze Customer Feedback 

In order to analyze customer feedback, a franchise has to go through several steps to categorize the feedback they are getting from customers.   

  1. Put all your data from all feedback sources in one place. This makes it easier to know what you have to work with. 
  2. Categorize your data. Start to notice if there are any patterns in themes or topics that start to come to the surface. 
  3. Divide each comment into positive, negative, and neutral sub-categories. This makes it easier to see what your customers are saying.  
  4. Find the root cause of successes and failures. Is there an employee that the customers seem to love and mention by name? Is there a particular place in the customer journey where service falls short? 
  5. Make a plan to address the successes and failures. 

Best Practices for Analyzing Customer Feedback 

Companies can support their children’s services franchises by identifying patterns and trends across the industry as well as within individual franchise businesses. There are several different types of surveys that can be used to collect information. One popular method is the Net Promoter Score (NPS),  a customer success metric used to measure customer loyalty and brand health as evidenced by revenue growth. Common questions include:  

  • What franchisee tools helped you the most in getting your business started? 
  • How likely are you to recommend others to join this franchise? 
  • What do you need to be a more successful franchise? 

Open-ended questions are often used to allow the respondent an opportunity to express their experience without being coerced into an answer.  

The NPS survey is a cost-effective communication feedback tool that can be distributed every three to six months to give the corporate office metrics on the performance of each franchise. Software platforms such as Listen360 can give an overall score on how franchisors are doing in the area of customer services. Are they creating champions from their customers? Are their customers largely apathetic? Or are there a large number of complaints? All of this information can be used to create an action plan at both the corporate and franchisee levels. 

While your customer feedback may vary among your franchises, there are some best practices for analyzing it.  

  • Invest in ongoing, consistent marketing to get consistent, actionable customer feedback data. 
  • Be consistent in collecting data across franchises for an up-to-date picture of the customer experience.  
  • Involve cross-functional teams in all decision-making to ensure that all voices are heard. 
  • Use a customer-focused approach that involves tactics like social listening tools can make it easier to analyze customer feedback.  

Get Started with Listen360 

Customer feedback can tell you a lot about your child care program franchises — if you have time to gather the information and look at the data. If your franchise business needs assistance in gathering feedback and analyzing the results to better serve its franchisees, then it’s time to utilize a customer engagement platform like Listen360.   

The tools within Listen360 can help your children’s services franchise business gather feedback and make changes in real-time. Start using hard data to help your franchise businesses make smarter marketing decisions. 

Knowing how to acquire new members is essential to running a successful fitness franchise. However, do you know what makes your members stay versus what makes them run to a competing franchise? Member feedback via NPS surveys can tell you — if you know how to make sense of the data to change the minds of unhappy members and convert them to loyal members.  

Learn how to analyze member feedback to make data-driven decisions to drive the success of your fitness franchise marketing plan. The member experience is guided by reviews from other member feedback and especially negative feedback. Member churn is a natural part of running any business, but using a net promoter score survey can help improve member loyalty.

A high score in net promoter score surveys will create a better member perception of your brand loyalty.

The Importance of a Net Promoter Score for Fitness Franchise Leaders

The member feedback loop is a member experience strategy that is meant to enhance and improve your fitness franchise services based on member reviews. This will give actionable insights to help turnover unenthusiastic members and bring light to negative reviews to improve the member base.

The loop begins when your fitness franchise sends an NPS survey and members respond. Your franchise analyzes the feedback and makes the desired changes. You then communicate the changes to the member, closing the feedback loop. This can go from survey responses to follow-up questions to determine the primary reason a member’s experience was negative or positive.

Your fitness franchise should pay attention to who is using your fitness services and how outside forces like the economy may affect when, where, and how they go to the gym, this is the natural member churn. By focusing on continuous improvement and sending regular NPS surveys to gauge member loyalty, you ensure that even the smallest changes make your fitness franchise better, easier, faster, and more profitable. Qualitative feedback can help your member service team implement more beneficial marketing campaigns, track performance correctly, and help gain insight into what the member face.

Well-planned NPS surveys can help your franchise collect valuable data for your member support team to make necessary adjustments to help existing members stay happy members, and find a target audience. Knowing how members from varying demographics like gender, age, and location rate their loyalty can influence your decisions when considering adjusting services. You can also learn what services are the most useful to your members and which ones can be eliminated from your menu.

6 Ways to Make Data-Driven Decisions for Your Franchise Network

Determine Your Key Performance Indicators for Member Loyalty

What is it that will make your fitness franchise successful? How will you know once you’ve achieved that goal? Key performance indicators, or KPIs, are quantifiable measures of performance over a specified period to meet an explicit goal.

Having your KPIs in place when analyzing NPS results is important because it gives your fitness franchise a goal to aim for, like a certain NPS score, better member sentiment, or an increase in actionable feedback to work on. Measuring data without an understanding of what you consider to be a success will compromise your ability to make action-oriented decisions, which is why understanding NPS feedback and NPS analysis is a key factor into a good NPS. A good net promoter score question will target a certain response to look at in the NPS analysis.

Collect and Organize Member Feedback

Sort through and compile the kinds of member feedback you have across franchises and place all collected data in one central place. In addition to NPS data, look at all the places where your members leave you feedback, including online reviews, member experience surveys, member support team reviews, and social media. These additional feedback avenues will help you narrow down the meaning of your NPS results so you can decide where to start making improvements first, so make every survey question meaningful. Also, note what detractors respond with to any of the questions in the survey results to try and raise a bad NPS score. New members will look for a net promoter score that is higher than lower.

Use Technology to Categorize, Slice, and Dice the Data from your NPS Score

Once you’ve collected the data, it’s time to decide how you want to evaluate it. Do you want to segment it by region? Demographics? Years each franchise has been in business? There are many ways to use the data you have in order to understand what factors are contributing to member loyalty. List the areas you want to focus on and organize the data accordingly. These data points are worth noting to figure out how to have a good overall NPS score and gain points in your NPS rating and NPS analysis.

Compare the Results Across Several Metrics

Now that the data has been categorized, start to compare it across franchises. Comparisons can be made by location, region, franchise size, services offered, etc. This is where the data tells a story about how your members experience your fitness services franchise-wide and why they are loyal to some franchises and not others. A member experience management platform is a great way to organize NPS survey responses.

Determine High-Priority Areas of Improvement

You can’t do everything at once. Decide your business priorities by revisiting your KPIs. Did you meet your company goals? Where are you experiencing the most success? What are your members saying about what needs to be improved? Use your KPIs to help you determine your highest priority areas of improvement, budget increases or decreases, and employee training to keep up employee health, and make sure to track any NPS response that leads to a better NPS score. 

Document Areas Where You Need More Data

Every time you conduct a survey, you’ll discover more areas where you’ll need to collect more data. Do you want to know more about member motivation to use your fitness services? Do your members need childcare? How much are they willing to spend on these additional services? These are the kinds of questions that can be built into future member feedback strategies and show up the next time you calculate NPS. Ask specific questions in your net promoter survey to get valuable information on your target market or member loyalty overall.

Improve Your Member Feedback Analysis with Listen360

Knowing what member feedback is available and having a detailed plan to understand what it means can make or break your fitness franchise. When you know how to calculate net promoter score and analyze member feedback, your fitness franchise is in a better position to build lasting member relationships. Listen360 is a member engagement platform that can help you collect important data about your members and make sound decisions about how to keep them coming back and improve your member experience and NPS scores. 

It’s common for fitness franchises to use NPS surveys to learn about the loyalty of the people who use their services and the overall member experience. Unfortunately, some companies don’t put in the effort to figure out how to conduct surveys properly.

Net promoter score surveys are a great way to go about measuring member loyalty and member service metrics in an easy way for your member base to give member insights. This is important to foster brand loyalty and make sure existing members stay in your member sentiment. Any company can get quick feedback from a survey, but being able to use NPS results as a way to have business growth is what competitive offerings new members want.

 Collecting member feedback via NPS surveys involves more than making up a few questions and sending out an email. When done properly, a good survey can help your fitness franchise discover what keeps your members coming back and help you make better business decisions as a result. Consumer behavior is measurable with most NPS surveys and can be key in making unenthusiastic members and unhappy members become loyal members.

The Cost of Inaccurate Feedback on Your Net Promoter Score

Member feedback is a way for your fitness business to measure if you’re on the road to keeping happy members. But how do you know that the feedback you’re getting is accurate? Inaccurate data leaves you with information that is false, unreliable, or ambiguous. Worse, inaccurate data can lead you to inaccurate conclusions about your members and what they expect from your business. This can attribute too much blame on the natural member churn, or discourage honest feedback from members.

By improving the accuracy of member feedback, your fitness franchise gains a foundation by which to understand who your members are, and how to better serve the target market. It’s difficult to build a thriving business when you make guesses about what made them choose your fitness franchise over others. Quality member service builds member trust and improves member loyalty. Referral marketing and using the member’s experience in a net promoter score question can improve NPS scores and create actionable feedback that your support team can improve upon.

Recent research shows that 80% of consumers consider trust when making a buying decision. Taking the time to build the right system for collecting and managing member feedback will save your fitness business time and money and help you make good decisions on how to serve your members and actively promote to members. A carefully curated NPS question is the best way to improve member experience so the NPS survey is helpful for both member and the company.

Active vs. Passive Feedback and Member Loyalty

Collecting active feedback involves reaching out to the member directly to seek their opinions on your fitness franchise services. This can be helpful because it’s an opportunity to connect directly to the member to collect information that is targeted, contextual, and specific. Negative feedback is just as important as positive and is the primary reason a business will change a factor of their business. Negative reviews will lower the NPS calculation but can help better the member perception of your business when addressed correctly.

Passive feedback, on the other hand, is feedback that is initiated by the member. This may look like the member using social media to express their pleasure or grievances about using your services. This is also beneficial for you as a business because it allows the member to express themselves freely. This might include negative words about your business, so reaching out about a member’s answer can improve member loyalty and help create a good feedback loop between members and the business. A member experience management platform can also help elongate the member lifecycle, and higher net promoter scores to predict member loyalty and help your member service team measure loyalty more effectively.

Both types of feedback help you gain a better view and measure loyalty — but active feedback is what you’ll need to get accurate results from net promoter score surveys. For even greater accuracy in your surveys, follow the six best practices below to improve member experience and loyalty at your business.

6 NPS Feedback Best Practices

1. Define terminology, scales, and rankings

Every survey has its own terminology it uses to describe the NPS score system. In NPS surveys, members can choose a score of zero to 10 to indicate how likely they are to recommend your business to others. While you cannot share how the ranking system works regarding detractors, passives, and promoters, you should indicate that zero is the least likely to recommend your business and 10 is the most likely to recommend your business. This is what goes into a net promoter score calculation.

It seems straightforward, but it never hurts to address a potential miscommunication in a member’s journey. Communication can help a member’s loyalty score increase and improve the way a member interacts online regarding your business. Being attentive to members will help a low score improve and gain more insight into a typical member.

2. Make surveys easy to complete and submit

The beauty of an NPS survey is that it is only two questions — very easy for any member to complete. But you can make the process easier by automating survey distribution, so the question pops up while they are using or thinking about your product or service. If they can quickly access the survey and answer it — without having to log in, respond to an email, or click a series of links — you’ll increase the likelihood of getting more members to respond. And the more responses you get, the more accurate your final NPS score will be. Survey results are higher when the survey is easily accessible to members and when follow-up questions are concise, as well as any NPS question.

3. Ensure you have a large enough sample size

Determining how big your sample size should be is important to get the best results. For example, the members who use your fitness facilities in the afternoon may be a different kind of member from the early morning or after-work crowd, and you want to be sure you get responses from each of these groups. During the survey planning phase, it’s important to devise a strategy for getting the most responses possible with the widest range of demographics so the results accurately represent your member population. NPS data should be a well-rounded estimate of your member base to get the most accurate net promoter score and overall picture of your member experience.

4. Be careful with incentives

It’s common for businesses to offer an incentive to those who complete a survey. These can be a referral program or can be anything from a free healthy workout snack to being entered in a drawing for a free month of gym access. While incentives are fun and will likely increase the number of surveys you receive, they have the potential to compromise accuracy if they aren’t done well. Remember, the point is to collect accurate feedback, not receive the highest number of poor survey responses in the shortest amount of time. This will not give accurate data on the member;s effort or response rates, nor the most accurate net promoter score.

5. Consider survey frequency

Members are often happy to share their experiences by offering feedback. However, there is such a thing as survey fatigue. Consider how often you need to ask members to fill out a survey. You’ll want some kind of regular frequency so you can compare your results over time. However, you may have a use for a relational NPS survey that can be distributed on-demand versus a transactional NPS survey that is sent following a specific event or transaction, such as a monthly membership. A net promoter score survey doesn’t need to be sent too frequently, and if overdone will likely lead to fewer members responding, and an inaccurate way that it will calculate net promoter score.

6. Practice member feedback aftercare

Members appreciate when their feedback makes a difference in your fitness business. Be sure to thank them for their response and notify them about new services or changes throughout the business. Letting them know you take their input seriously encourages your members to want to engage in the next survey, as they know that their time leads to real change. An NPS survey is a key factor in your business growth, so make sure to help your member journey benefit from the responses.

Get started with Listen360 to get the Best Net Promoter Score NPS!

If you are looking to build a better relationship with your fitness franchise members, then consider adding Listen360 to your marketing plan. Our digital member engagement platform helps your fitness business to gather quality member feedback so that you can retain more members. With Listen360, you can be sure that you’ll have the right system that helps you to make better marketing decisions and have a successful net promoter system in place to improve your NPS score.

Your members hold your reputation in their hands, and member retention impacts your bottom line. That is why it is so important to send net promoter score surveys to survey members. Regardless of how you crunch the numbers, recruiting new members for a fitness franchise is more expensive than retaining existing ones. And a 5% increase in existing retention can yield a 25% increase in profits.

Using strategies like NPS surveys is the best way to get positive member feedback and gain valuable insights into the performance of company. These tips will boost your net promoter score survey response rate and help you reach your NPS benchmarks in your survey responses. Having an intentional NPS survey design is a great way to maximize its capabilities.

The Critical Role of NPS in Your Fitness Franchise Business

Evaluating member loyalty across several franchise locations requires many variables: member experience, online sign-ups and services, member support team, brand trust, membership options, staff interactions, and available equipment and classes. One effective way to measure and improve member loyalty in the fitness franchise industry is through Net Promoter Score® (NPS) surveys.

NPS surveys are simple member loyalty surveys that provide insights about your members’ willingness to recommend your franchise to others. Knowing where you stand with existing members is crucial to your fitness franchise growth strategy. Your member base is the best way to get to your target market, which is why it is so key to collect member feedback. This can also gauge member loyalty and maintain member NPS data.

NPS Surveys and Why Every Fitness Franchise Needs One

Developed in 2003 to evaluate the member experience, an NPS survey asks, “How likely are you to recommend (business name) to a friend or colleague?” It asks loyal members to respond with a numeric rating between zero and ten. Zero is not likely to recommend, and ten is extremely likely to recommend. From there, follow-up questions and email surveys will ask the member why they decided on the rating they provided. This is how you can measure NPS and determine how many members will give qualitative feedback and explain their member’s experience at your business. This is how to use the NPS best practices to your advantage.

It is an easy and cost-effective way to compare franchise performance across multiple locations and different subject lines. In addition, the open-ended follow-up NPS survey questions give you an opportunity to look at common areas where each franchise is performing well and where it needs improvement from respondents. 

How NPS is Calculated

It sounds simple enough, but NPS scoring is more than a numerical score from zero to ten, it’s more involved than just positive or negative member sentiment. Here is a brief overview of how to calculate NPS.

The NPS survey responses are split into three numeric categories:

  • Promoters (score 9-10) indicating high loyalty and a strong likelihood to recommend your fitness franchise
  • Passives (score 7-8) indicating they are somewhat loyal but not enthusiastic about your brand or service
  • Detractors (score 0-6) indicating low loyalty and the potential to spread negative word-of-mouth

Let’s learn more about the impact of each of these categories in different member segments and the overall NPS survey best practices to avoid survey fatigue.

Promoters vs. Passives vs. Detractors

Promoters are loyal members who will continue to use the franchise’s services and actively advocate for them. They are more likely to refer new members, measure member loyalty, positively review the franchise online, and can contribute to the long-term success and growth of a franchise. This will encourage more member engagement and raises your average nps score.

Passives fall somewhere in the middle, are relatively indifferent, and may be easily swayed by competing offerings. They may or may not return to your fitness franchise but are unlikely to promote the experience to others. This group possesses the greatest opportunity to convert more promotersSwitching their member journey to a more positive relationship and overall member success, which is why passives are key to send surveys to.

Detractors pose the highest risk to the franchise’s reputation and may deter potential members through negative feedback. They are more likely to tell their social circle about their experience and may even go out of their way to leave a negative review online. This can overall lower your member sentiment and lower positive response rates. They will be much more difficult to bump up to promoters but could be swayed into becoming passives.

Remember that 95% of members will search online reviews before purchasing, and 40% have avoided a company based on negative reviews. A single negative or 1-star review can weigh more on members’ opinions than your average rating. Therefore, your NPS feedback and NPS scores have real consequences when it comes to member experience.

NPS Scoring System

The absolute NPS is calculated with the total percentage of promoters subtracted from the total percentage of detractors response rates. The total NPS, or absolute score, ranges from -100 to +100, with higher scores indicating a higher proportion of promoters relative to detractors.

The absolute score itself is less important than the trend it represents over time. Fitness franchising companies should strive to improve their NPS by increasing member services, offering additional employee training, and using members’ NPS responses to make measured changes across the business.

Absolute vs. Relative

While the absolute NPS number is helpful for internal tracking and benchmarking against previous results, the relative NPS provides industry context. It is essential to compare each franchise NPS with all your locations, competitors, and the overall industry standard to understand its significance and identify areas for improvement. NPS results will vary depending on how the survey is conducted. Scores are higher when it is accessed with ease, from an NPS survey in-app that can measure NPS regularly.

How to Run Your NPS Survey

These are essentially pre-built, so all you need is an NPS survey tool to send NPS surveys and having the right NPS question in your surveys. You can create a manual delivery system using email lists, in-app surveys, SMS, web plugins, or even phone calls. We recommend an automated system like Listen360 that sends an NPS survey on a regular cadence of your choosing, and can even offer a list of follow-up questions.   

In addition, Listen360 member engagement software collects member data and analyzes it to automatically calculate your NPS and provide detailed reports about your franchises in real-time, and can even have your NPS surveys in app.

What Transactional NPS Survey Scores Mean for Fitness Franchises

Generally, an NPS score of 0-30 is considered decent in any industry. A “good” NPS score in the fitness franchise industry depends on factors such as local competition, business size, and trends in member experience. Your NPS survey response rate is a key indicator of how others perceive your business, and how the calculate net promoter score has a major effect on your popularity.

According to our most recent Fitness NPS Benchmark Report, the median score for a gym was 57. Gyms with a score of 71 or higher put them in the top 25% of all gyms. For studio and boutique fitness franchises, an NPS of 88 or higher will place them in the top 25%.

It’s important to note that achieving a score of 100 is rare due to the inherent variability of human preferences, naturally, there will be a member churn for a variety of personal reasons. Contact us today for the full report from our 600,000 member responses from the NPS survey results. 

Click here for Listen360’s full ebook, The Franchisor’s Guide to NPS.

Get Started With Listen360’s NPS Platform Today

Member experience is important to the growth and sustainability of your fitness franchise, and early identification and intervention are crucial in preventing reputation-damaging experiences. However, lengthy satisfaction surveys can detract from members’ willingness to help build your brand and reputation and will lower the response rate and valuable feedback or lower the NPS survey response rates.

If you’re ready to learn about your fitness franchise’s NPS and how to assess the pulse of your member base, consider starting with Listen360’s member engagement platform. Together we can build stronger member relationships, gather meaningful engagement feedback, and ultimately retain your loyal members.

Contact us today for the complete reports mentioned here or to learn how we can take your fitness franchise to the next level. 

Support Your Franchises, Satisfy More Members

When fitness buffs love their gym or fitness center, they keep coming back. Simple as that. But if it was that simple, all your fitness franchises would be swimming in happy, loyal members with no problems whatsoever, right?

Not quite.

Ensuring member loyalty is a difficult job — especially when you’re responsible for a franchise network with multiple locations and a variety of needs and a corporate office that oversees the strategic direction of the business. To improve member loyalty, you first need to define member loyalty and understand what it entails. It starts by creating the right environment and incentives so that all your franchises can prioritize and serve existing members effectively.

Here’s a closer look at the strategic value of member loyalty and some of the most important strategies for helping your franchises build long-term member loyalty.

Member Loyalty: Your Most Valuable Strategic Asset

Member loyalty is so important that:

With all things “member” so directly tied to revenue and competitive advantage (or lack thereof), it’s no wonder that member loyalty is considered a business asset. If your members are satisfied, you can grow your franchise network and beat the competition. Boom. Economic value. If your members aren’t satisfied, you lose economic value and opportunities.

It’s not enough to say you want to make improvements, though. Fitness franchise owners and managers are busy with day-to-day operations. They have their hands full just keeping the gym or studio running. Given this reality, the corporate office plays an integral role in clearly laying out member loyalty objectives and supporting franchises in achieving them.

5 Strategies to Build Member Loyalty

Loyal members don’t just happen. It’s the result of thoughtful, high-level strategies and everyday practices that work together to attract new members and keep them coming back. Here are five practices you can put into place at the corporate and franchise level to help build member loyalty.

1. Invest in member-centered leadership

Member loyalty starts at the top. One of the most important things you can do is to invest in corporate leaders that value the member experience. Whether it’s hiring a Chief Experience Officer or stacking the rest of the C-suite with member advocates, when leaders are champions for putting the member at the center of business operations and objectives, it’s easier for everyone else to follow suit.

2. Congratulate and replicate

Some of your franchises already have member service figured out. Congratulate the ones that excel in member service and study what they’re doing so you can replicate their success. What practices are they routinely using to achieve high member loyalty? Do they have a loyalty program in place? What can other franchises learn from them about member retention? When you recognize and promote successful member-centered work, you give your entire network the tools they need to do the same at their own franchises and begin building member loyalty.

3. Award and reward

Franchise employees are on the front lines of member service. Encourage your franchisees to award and reward the employees and managers that go above and beyond for members. This type of positive reinforcement helps build a healthy workplace culture in which employees at all levels are empowered, supported, and rewarded for delivering excellent member service. When employees are confident and happy, they make members happy too which contributes toward a loyal member base.

4. Balance fixing with building

Member loyalty is a give-and-take of solving problems and building better experiences. Though it’s easy to do, don’t just focus on what’s going wrong or needs to be fixed. Spend equal time or more on what’s going right — and do more of that to increase member loyalty. You reap what you sow when you give quality attention to building and expanding positive member experiences. You get more positivity and happier members — which means you end up with fewer issues to fix down the road.

5. Find out what the problem is with NPS

Of course, none of this is to say you won’t have dissatisfied members at times. If you see that members are unhappy, find out more. Franchises can do this by sending their members Net Promoter Score (NPS) surveys, to find out the likelihood that members will recommend the business to others. This will give you a straightforward understanding of how your franchises are performing overall. This industry-standard survey also includes a follow-up question to elicit specific member feedback about what’s going well and what isn’t.

Using member feedback, franchises can pinpoint exact issues and come up with solutions that lead to overall improvements in member loyalty.

Get Started with Listen360

In your fitness franchise network, measuring member loyalty and optimizing the member experience can turn all your franchises into top performers. To get started, consider Listen360’s member engagement platform. Backed by an experienced team, Listen360 can help you survey and collect important member data and make smart business decisions that keep members coming back.

For more information, contact us today, and we’ll be happy to chat.

Orangetheory’s goal is clear. “To deliver proven fitness results for a healthier world, that’s our mission,” SVP of Operations Paul Reuter says, “and we can’t do that if we don’t listen to the voice of our consumer.”

Paul firmly believes that happy customers and positive word of mouth lead to healthy, sustainable growth – the kind of growth Orangetheory has enjoyed over the past several years. It takes more than a nice sentiment and a verbal commitment to ensure customer loyalty, though.

Orangetheory has implemented meticulously monitored metrics, rigorous service standards, and consistent accountability over the years to ensure customers continue to sing its praises. The name of the game, Reuter says, is “customer-centric feedback that’s not only archived but also aggregate in nature.” He adds that Orangetheory has a finely tuned customer feedback engine humming smoothly now, but installing one is a daunting task, and it certainly did not start out this way.

Enter: NPS surveys

Net Promoter Score (NPS) surveys are one way to measure and respond to your customers’ experiences. Implementing these surveys helped Orangetheory gather invaluable insights to maintain and improve customer satisfaction and ultimately boost brand reputation and performance (Orangetheory’s annual revenue is estimated at 1.8B and growing).

What is an NPS survey?

An NPS survey is an industry-standard survey that quantifies customer loyalty into a score that can range from -100 to 100. In addition, NPS utilizes a follow-up question where customers can explain their reasoning for the score they provided.

These surveys can be conducted through various online platforms, email, or SMS. Listen360 offers a streamlined customer engagement platform using industry best practices and supports your fitness franchise throughout the NPS survey process with our experts in the fitness franchise industry.

Why are NPS surveys important?

NPS surveys have several business advantages:

  • Predicts future business growth and profitability
  • Accurately evaluates customer loyalty
  • Identifies areas of improvement
  • Demonstrates that you value customer feedback
  • Provides quantifiable data that can be used to measure progress over time

An addition, running several NPS surveys a year helps you benchmark against industry standards and compare multiple fitness franchise locations, ensuring you make informed decisions that enhance the customer experience.

4 NPS survey best practices

The goal of an NPS survey is to understand customer loyalty, identify areas of improvement, measure progress over time, and enhance the overall customer experience. But accomplishing this goal comes down to the practices you use throughout the process.

To get the highest level of accuracy and most value from your surveys, we recommend these four best practices.

1. Define your goals

Before you send your first survey, establish your goals. Why are you sending the survey in the first place? Whether you want to improve customer loyalty overall, uncover underperforming franchises, or just get a baseline for customer loyalty so you can evaluate growth over time, having well-defined goals will guide how, when, and how often you send surveys.

2. Keep communications short and to-the-point

Lengthy surveys can lead to respondent fatigue and lower completion rates. Experts recommend keeping surveys short, from one to three curated questions, ideally. This approach increases the likelihood of customers completing the survey and providing accurate feedback.

Additionally, keep communications about your NPS survey short. When asking your customers for input, be clear and concise in your request and make it as easy as possible for them to access and complete the survey.

3. Act on the results

You’ve conducted an NPS survey, gotten the results, and analyzed the responses…don’t stop there. It’s time to act.

Research from the London School of Economics, found a 7-point increase in NPS is correlated to a 1% increase in growth. Take the learnings from your survey data and start to make changes in your business that will improve your score over time.

Start conversations with the franchises performing well and the ones that aren’t. Use insights from your network to optimize gaps. Suggest new procedures or controls to increase the value customers get from each franchise and consider how your corporate team can provide better support. Whatever you uncover in the data, it’s what you do with the information that matters.

4. Make use of your detractors and promoters

While your detractors are excellent sources for improvement, your promoters are excellent sources of online ratings and reviews. Take full advantage of both. Ask your detractors for more details and suggestions, and catch at-risk customers before they churn. Meanwhile, proactively request a Google or Facebook review from your promoters. This way, you are improving your franchises from the inside and boosting your brand.

How to build an NPS survey

Listen360 can help you identify your business goals and develop and deploy targeted and effective NPS surveys that help you achieve them. By getting this kind of feedback, you and your franchisees can make informed decisions to optimize your offerings and tailor them to meet customer expectations, leading to greater loyalty and increased customer retention.

Once you have a complete picture of your customer experience, you can translate it into actionable business decisions for your franchise.

NPS surveys made easy

NPS surveys play a vital role in understanding and improving customer loyalty within your fitness franchise network. If you’re ready for a partner that is as invested in your success as you are, get in touch with Listen360’s customer engagement experts and get your fitness franchise started on the right foot.

 

Using NPS to Optimize the Customer Experience

How do you know if your franchisees are delivering an experience that keeps your customers coming back? More importantly, how do you know if your franchises do this consistently?

A Net Promoter Score (NPS) is a quick and effective measurement and key to understanding customer satisfaction. NPS utilizes one simple question, “On a scale of 0-10, how likely are you to recommend our company to your friends?” “0” means not likely, and “10” means extremely likely. By getting feedback from your customers on this question, you can assess how well you’re doing and where there’s room for improvement.

NPS is one of the most important key performance indicators (KPIs) you can use to measure overall business performance. When used effectively, it can inform how you optimize the customer experience. As one expert puts it, “Your NPS is a gateway to ensure that your focus aligns with what your customers like most about you.”

Here’s a breakdown of your NPS score and how to increase it.

The Meaning of an NPS Score

NPS scoring works like this:

Promoters: On the 0-10 scale, those who answer in the 9-10 range are considered promoters. They’re loyal customers who are enthusiastic about your business and are happy to refer it to others.

Passives: Those who answer in the 7-8 range are considered passives. They’re generally satisfied with your business but not enough to promote it actively.

Detractors: Those who answer in the 0-6 range are considered detractors. They’re mostly unhappy customers who can hurt your business by talking about it negatively.

Your NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters (passives aren’t factored into your NPS score). Scores can range anywhere from -100 to 100.

A “good” score is considered anything above 0, with scores in the 50-80 range considered excellent.

When evaluating your NPS score, it’s helpful to understand your score relative to your industry. Is your score better than other fitness franchises? Worse? About the same? Regularly monitoring your NPS score by comparing it to others in your industry helps to understand how you’re tracking against your competitors.

Good relative NPS scores vary widely by industry. Some of the latest data for the fitness industry shows that for boutique fitness brands, 94 or above is a best-in-class score, with 88 or higher considered good and 72 or below considered low. For gyms, 77 or above is a best-in-class score, with 71 or above considered good and 32 or below considered low. These benchmarks can change as the industry changes in the market, so stay on top of typical industry scores to keep an edge against your competition,

Your score is also influenced by the size of your business. Large fitness franchises will have more customers to survey and more customer service headaches that can lead to more detractors than a smaller franchise network, which impacts the score.

Regardless of your current score, it’s important to focus on improving it. By prioritizing customer satisfaction and continually enhancing the customer experience, you demonstrate your commitment to providing exceptional service within your franchise network.

How to Increase Your NPS Score

Your fitness franchise network encompasses many people and locations, each performing a little differently from the next. That’s why raising your franchise network’s NPS score needs to be a team effort. To increase your score across your network:

1. Get every franchise on board

Communicate with all your franchises about your business goals for customer satisfaction and that you expect an all-hands-on-deck approach. Your entire network must be committed to improvement. Otherwise, your score won’t change—and it may even decrease.

2. Set KPIs for each franchise

Conduct NPS surveys at the franchise level, then use that information to determine the KPIs for each franchise—for example, conversion rates, customer retention, or even employee retention. Let each franchise know which KPIs they should pay attention to, then hold them to it. The collective network can improve when every franchise knows exactly what they’re aiming for.

3. Map the customer journey

Figure out all the many ways in which your franchises interact with customers during the customer journey. Which touchpoints are easy and successful, and which create friction for your customers or reveal gaps in service? This can be an eye-opening exercise that gives you immediate insight into how you can improve customer experience.

4. Automate your NPS surveys

Automating your surveys saves a ton of time, effort, and resources while also giving you valuable data about customer behaviors and preferences so you can find ways to improve your score. Once the data is collected, you can centralize the data in one accessible location with automated customer engagement software.

5. Ask for ratings at the right time

If there are touchpoints in the customer journey where you’re most likely to get a positive response, conduct quick customer surveys at those exact moments to get a fast, accurate read. The interaction will be fresh in the customer’s mind, so they’ll be able to give you an honest response which will help boost your score.

6. Act on the results

Take what you learn and put it into action. You can use the responses to the open-ended follow-up question to determine where your franchises are doing well and where there’s room for improvement. When you make the right improvements, you can survey again and increase your NPS score even more.

Get Started with Listen360

In your fitness franchise network, measuring customer satisfaction and using the information to optimize the customer experience can boost your overall NPS score and turn all your franchises into top performers. To get started, consider Listen360’s customer engagement platform. Backed by an experienced team, Listen360 can help you survey your franchise customers, collect important customer data, and make smart business decisions that keep customers coming back.

For more information, contact us today.