Member engagement software provider The Retention People (TRP) has unveiled the winners of its annual 2020 Member Experience Awards (MEA).
Now in its third year, the MEA has been created to recognise and reward health and fitness clubs, leisure centres, gyms, swimming pools and golf clubs across the globe for consistent delivery of exceptional member experiences.
This is determined by their net promoter score (NPS) over a 12-month period.
James Charles, who helms the awards said: “In what was such a truly challenging year for the industry, it was really important to us that we ensured the MEA went ahead so we could give operators a well-deserved opportunity to reflect on their fantastic achievements this year and celebrate with their peers.
“Even during the difficult circumstances faced in 2020, the standards of member experience delivery were still maintained at an exceptionally high level and this is testament to the hard work and dedication of operators and their teams.”
The virtual 2020 event saw 24 awards handed out, including operator of the year, site of the year, most improved operator of the year and most improved site of the year.
This year’s operator of the year, for the third successive year, was Fitness Incentive; a single-site operator in Long Island, New York.
It also took home the best member experience – private independent gym and most improved member experience – private independent gym awards.
Ken Brown, Fitness Incentive owner and founder commented: “We’re very excited and honoured to be recognised as the MEA operator of the year for the third consecutive year.
“It’s especially gratifying considering the challenges we all faced in 2020, so our sincere thanks goes to our unrivalled staff, our loyal, dedicated members and our friends at TRP, whose tools enable us to take the pulse of our members and stay in front of issues that matter to them.
“Simply stated, TRP is essential to our success,” he said.
Club of the year, awarded at a site level, was given to Jetts Ballina, based in New South Wales, Australia.
Kallum Fidoe, Jetts Ballina club manager said: “The NPS is a true reflection of customer satisfaction and we used it as an invaluable tool for building relationships with our members.
“At the beginning of 2020, our CEO Elaine Jobson shared the mission of Jetts Australia ‘becoming the world's most loved training gym’. A big statement indeed, but this was a vision that really resonated with us as our team prides themselves on their evidence-based approach to exercise.”
The 2020 MEA most improved operator of the year was Actif, Carmarthenshire County Council and LED Leisure’s Sidmouth Swimming Pool took the most improved club of the year crown.
To access a full list of all 2020’s winners on the MEA website, click here.
