BPL Wins Member Experience Award

14 Apr

BPL’s commitment to providing a high-quality member experience across our sites in Barnsley, Bassetlaw, Mansfield and Pontefract has been recognised with an award.

We’re delighted to have been named joint first in the Best Member Experience Leisure Trust Category at the TRP Member Experience Awards, sharing the top spot with Tees Active.

The win was based on our average Net Promoter Score across 2021 – the score between 0 and 10 which customers award after a visit to one of our sites.

Scores between 0-6 are seen as detractors who are not particularly satisfied with their member experience, 7-8 are passives and 9-10 are promoters who are loyal and highly committed to the company.

Regional Manager and Head of Fitness at BPL Tom Galvin said: “We’re really pleased to win this award.

“It feels like a genuine reward for the work we have done with our staff and sites around the Your Space brand and is recognition for everyone during what has been a difficult couple of years.

“We act on every NPS comment and score we get – be it good, bad or indifferent – as we believe it’s really important to look after your promoters as well as your detractors and use the NPS scoring tool as a way of keeping our communication positive at all times.

“As a charitable trust, we must listen to our customers to ensure when we do make investments, we do so in the right areas; ensuring our sites are aligned with our brand values of being fun, friendly, local and innovative.”