Moving the Net Promoter Score Needle
How likely on a scale of 0 to 10 are you to reco mmend your club to a friend or family?
How can Club move the needle on their NPS score and increase their percentage of promoters? We need to focus on the differences between Detractor and Promoters as well as Passive and Promoters.
Detractor Promoter Difference
Overall Satisfaction Scores by NPS Group
Food & Beverage
3.84 4.82 5.28 5.21 5.07 4.93
5.50 5.98 6.16 6.06 5.81 5.52
(1.66) (1.16) (0.88) (0.85) (0.75) (0.58)
Landscaping and Grounds
Golf
When analyzing the differences in satisfaction scores between Promoters and Detractors, consist ently F&B has one of the largest negative differenc es in satisfaction.
Swimming Pool
Fitness
Tennis
This chart was taken from one individual club’s results to illustrate the typical and consistent difference between Promoters and Detractors. (means scores on a scale of 1-7 with 7 being the highest)
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