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NPS Scores
NPS Score by Location
Oct 20, 2025 - Nov 19, 2025
| Location | NPS Score | Promoters | Passives | Detractors | Total Responses |
|---|---|---|---|---|---|
| Harbor District | 0 | 1 | 9 | 2 | 5 |
| Old Town | 0 | 6 | 5 | 4 | 2 |
| Central Park | -85 | 9 | 8 | 3 | 0 |
| Downtown | 30 | 0 | 10 | 8 | 6 |
| Harbor District | 0 | 7 | 1 | 0 | 7 |
| Eastside | -85 | 8 | 3 | 9 | 9 |
| Uptown | 0 | 3 | 2 | 7 | 10 |
| North | 30 | 3 | 7 | 2 | 4 |
| Eastside | -85 | 1 | 7 | 0 | 3 |
| Sunset District | 0 | 4 | 9 | 4 | 3 |
| Central Park | 0 | 10 | 5 | 10 | 1 |
| Hillcrest | -85 | 1 | 0 | 8 | 0 |
| North | 0 | 6 | 6 | 7 | 3 |
| Hillcrest | 0 | 6 | 7 | 8 | 1 |
| Brookside | -85 | 8 | 0 | 1 | 7 |
| Riverside | 30 | 10 | 5 | 3 | 0 |
| Hillcrest | 0 | 0 | 0 | 7 | 2 |
| Downtown | -85 | 3 | 7 | 9 | 9 |
| Highland Park | 0 | 1 | 1 | 6 | 3 |
| Maplewood | 30 | 9 | 3 | 10 | 3 |
| North | -85 | 2 | 1 | 10 | 6 |
| Harbor District | 0 | 6 | 2 | 3 | 5 |
| Crescent Hill | 0 | 1 | 2 | 10 | 7 |
| Crescent Hill | -85 | 10 | 9 | 0 | 8 |
| West Village | 0 | 0 | 9 | 2 | 3 |
| North | 0 | 5 | 4 | 7 | 4 |
| Maplewood | -85 | 0 | 0 | 0 | 0 |
| Highland Park | 30 | 6 | 0 | 6 | 4 |
| Eastside | 0 | 2 | 7 | 0 | 2 |
| Harbor District | -85 | 8 | 4 | 2 | 7 |
| SoHo | 0 | 0 | 4 | 8 | 6 |
| Lakeside | 30 | 7 | 9 | 0 | 10 |
| Old Town | -85 | 8 | 5 | 10 | 8 |
| Riverside | 0 | 5 | 8 | 3 | 10 |
| Downtown | 0 | 6 | 6 | 7 | 0 |
| Eastside | -85 | 8 | 4 | 1 | 6 |
| Downtown | 0 | 8 | 6 | 5 | 10 |
| The Heights | 0 | 10 | 7 | 5 | 8 |
| Highland Park | -85 | 2 | 5 | 7 | 6 |
| Central Park | 30 | 5 | 7 | 1 | 8 |
| Downtown | 0 | 0 | 7 | 0 | 2 |
| Downtown | -85 | 7 | 9 | 2 | 7 |
| North | 0 | 6 | 8 | 10 | 6 |
| Uptown | 30 | 5 | 4 | 0 | 6 |
| West End | -85 | 7 | 4 | 2 | 7 |
| North | 0 | 2 | 10 | 7 | 0 |
| Harbor District | 0 | 3 | 9 | 10 | 9 |
| Hillcrest | -85 | 4 | 6 | 8 | 3 |
| Uptown | 0 | 6 | 3 | 1 | 6 |
Submission Log
Oct 20, 2025 - Nov 19, 2025
| Client Name | Location | Product/Service | Last Booking | Score | Submission Date | Comment | Actions |
|---|---|---|---|---|---|---|---|
| Lola Marshall | West Village | 10 Punch Pass | 3/7/2005 at 2:30pm | 6 | 11/11/2006 at 4:30pm | ||
| Liam Marshall | Granite Point | Massage Therapy - 60min | 6/27/2017 at 1:30pm | 6 | 11/30/2019 at 1:30pm | ||
| Alfie Campbell | Old Town | Massage Therapy - 60min | 8/21/2004 at 3:30pm | 2 | 3/7/2005 at 2:30pm | ||
| William Hughes | SoHo | Wellness Consultation | 1/28/2003 at 5:30pm | 9 | 7/22/2011 at 1:30pm | ||
| Emily Murray | Central Park | Three Month Prepaid | 8/9/2023 at 8:30pm | 6 | 11/11/2006 at 3:30pm | ||
| Jake Morgan | SoHo | Three Month Prepaid | 2/12/2018 at 1:30pm | 2 | 8/9/2023 at 7:30pm | ||
| Poppy James | Highland Park | Massage Therapy - 60min | 9/8/2013 at 1:30pm | 6 | 8/21/2004 at 6:30pm | ||
| Jake Morgan | Hillcrest | Drop In | 3/7/2005 at 9:30pm | 9 | 2/12/2018 at 6:30pm | ||
| Edward Wood | Sunset District | Group Training Membership | 12/5/2015 at 2:30pm | 2 | 3/7/2005 at 2:30pm | ||
| Liam Marshall | North | Wellness Consultation | 12/5/2015 at 2:30pm | 6 | 5/18/2021 at 11:30pm | ||
| Molly Lloyd | Southside | Premium Facial Treatment | 2/12/2018 at 2:30pm | 6 | 10/26/2025 at 11:30pm | ||
| Alice Wood | Maplewood | Wellness Consultation | 8/9/2023 at 6:30pm | 2 | 5/2/2007 at 8:30pm | ||
| Lily White | Westport | Drop In | 6/3/2002 at 2:30pm | 6 | 5/2/2007 at 1:30pm | ||
| Matilda Wilkinson | Highland Park | Drop In | 6/3/2002 at 9:30pm | 6 | 2/12/2018 at 3:30pm | ||
| Lola Marshall | Crescent Hill | Premium Facial Treatment | 7/22/2011 at 1:30pm | 2 | 11/30/2019 at 6:30pm | ||
| Samuel Ellis | Harbor District | Premium Facial Treatment | 4/10/2014 at 8:30pm | 9 | 6/3/2002 at 6:30pm | ||
| Jessica Matthews | Maplewood | Online Offer | One Week Trial | 1/3/2022 at 3:30pm | 6 | 11/11/2006 at 11:30pm | ||
| Oliver Green | Old Town | Oxygen for Life (Daily) | biweekly | 1/3/2022 at 5:30pm | 2 | 12/5/2015 at 7:30pm | ||
| Katie Griffiths | SoHo | 10 Punch Pass | 7/22/2011 at 6:30pm | 6 | 4/10/2014 at 6:30pm | ||
| Jacob Griffiths | Crescent Hill | Personal Training Package | 8/21/2004 at 3:30pm | 9 | 1/28/2003 at 6:30pm | ||
| Isla Smith | Downtown | Wellness Consultation | 1/28/2003 at 1:30pm | 2 | 12/5/2015 at 9:30pm | ||
| Ethan Wilson | Downtown | Yoga Class Package | 9/8/2013 at 5:30pm | 6 | 6/3/2002 at 11:30pm | ||
| Leah Clark | SoHo | Spa Day Package | 4/10/2014 at 11:30pm | 6 | 4/10/2014 at 9:30pm | ||
| Chloe Cooper | Riverside | Wellness Consultation | 1/3/2022 at 1:30pm | 2 | 8/21/2004 at 5:30pm | ||
| Lewis Murray | Midtown | Massage Therapy - 60min | 11/30/2019 at 7:30pm | 6 | 1/3/2022 at 2:30pm | ||
| Ethan Wilson | Granite Point | Yoga Class Package | 10/26/2025 at 3:30pm | 6 | 1/28/2003 at 6:30pm | ||
| Ava Watson | Sunset District | Online Offer | One Week Trial | 1/28/2003 at 7:30pm | 2 | 5/2/2007 at 3:30pm | ||
| Emily Murray | Highland Park | Drop In | 10/19/2010 at 10:30pm | 9 | 8/21/2004 at 7:30pm | ||
| Adam Mitchell | Central Park | Massage Therapy - 60min | 11/11/2006 at 1:30pm | 6 | 12/5/2015 at 8:30pm | ||
| Isabel Robinson | The Heights | Online Offer | One Week Trial | 7/22/2011 at 11:30pm | 2 | 11/11/2006 at 9:30pm | ||
| Lilly King | Riverside | Massage Therapy - 60min | 11/11/2006 at 5:30pm | 6 | 12/5/2015 at 10:30pm | ||
| Leah Clark | Brookside | Three Month Prepaid | 11/30/2019 at 9:30pm | 9 | 5/18/2021 at 2:30pm | ||
| Dylan Matthews | The Heights | 10 Punch Pass | 10/26/2025 at 3:30pm | 2 | 3/14/2024 at 8:30pm | ||
| Max Johnson | Brookside | Group Training Membership | 5/2/2007 at 10:30pm | 6 | 5/2/2007 at 1:30pm | ||
| Millie Rogers | Harbor District | Yoga Class Package | 8/21/2004 at 6:30pm | 6 | 8/9/2023 at 1:30pm | ||
| Oliver Green | The Heights | Personal Training Package | 11/30/2019 at 9:30pm | 2 | 8/21/2004 at 7:30pm | ||
| Nathan Hall | Sunset District | Online Offer | One Week Trial | 11/11/2006 at 10:30pm | 6 | 6/27/2017 at 2:30pm | ||
| Megan Price | West End | Three Month Prepaid | 10/19/2010 at 3:30pm | 6 | 2/25/2009 at 5:30pm | ||
| Abigail Carter | Brookside | 10 Punch Pass | 5/2/2007 at 5:30pm | 2 | 4/10/2014 at 4:30pm | ||
| Benjamin Lewis | West Village | Oxygen for Life (Daily) | biweekly | 2/25/2009 at 7:30pm | 9 | 11/30/2019 at 5:30pm | ||
| Thomas Davies | SoHo | Group Training Membership | 1/3/2022 at 8:30pm | 6 | 10/26/2025 at 1:30pm | ||
| Oscar Thompson | West Village | 10 Punch Pass | 11/30/2019 at 4:30pm | 2 | 8/21/2004 at 6:30pm | ||
| Millie Rogers | Old Town | Premium Facial Treatment | 2/25/2009 at 5:30pm | 6 | 11/30/2019 at 3:30pm | ||
| Leah Clark | Maplewood | Spa Day Package | 7/22/2011 at 10:30pm | 9 | 4/10/2014 at 1:30pm | ||
| Charlie Thomas | The Heights | Drop In | 8/9/2023 at 2:30pm | 2 | 2/25/2009 at 5:30pm | ||
| Millie Rogers | Lakeside | Class Pack - 10 Sessions | 2/25/2009 at 10:30pm | 6 | 8/21/2004 at 10:30pm | ||
| Amber Thomson | Brookside | Pilates Reformer Sessions | 7/22/2011 at 3:30pm | 6 | 11/11/2006 at 10:30pm | ||
| Finley Kelly | The Heights | Yoga Class Package | 8/21/2004 at 9:30pm | 2 | 7/22/2011 at 8:30pm | ||
| Riley Simpson | Maplewood | 10 Punch Pass | 2/12/2018 at 2:30pm | 6 | 8/9/2023 at 11:30pm |
Understanding NPS Scores
Net Promoter Score (NPS) is a customer loyalty metric that measures how likely your clients are to recommend your business to others. It's based on a single question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?"
Promoters
Loyal enthusiasts who will keep visiting and refer others, fueling growth.
Promoters
Loyal enthusiasts who will keep visiting and refer others, fueling growth.
Promoters
Loyal enthusiasts who will keep visiting and refer others, fueling growth.
NPS Calculation: % Promoters - % Detractors = NPS Score (range: -100 to +100)
Note: Passives count toward your total responses but don't directly affect your score
What Your Score Means
Wellness & fitness industry average: 45-55
How Does NPS Work?
Step 1: Categorize Your Customers
Based on their score (0-10), customers fall into three categories:
Promoters (9-10)
These are your raving fans! They love your business, keep coming back, and tell their friends about you.
Passives (7-8)
They're satisfied but not excited. They might switch to a competitor if something better comes along..
Detractors (0-6)
Unhappy customers who might damage your reputation through negative word-of-mouth and online reviews. .
Step 2: Calculate Your Score
The formula is surprisingly simple:
Example:
If you survey 100 customers and get:
- 60 Promoters (60%)
- 30 Passives (30%)
- 10 Detractors (10%)
Your NPS = 60% − 10% = 50
Step 3: Understand Your Score
NPS scores range from -100 (everyone is a detractor) to +100 (everyone is a promoter). Here's what your score means:
When Should You Measure NPS?
Timing is Everything
Send your NPS survey within 24-48 hours after a customer visits your location. Their experience is fresh in their mind, so you'll get more accurate feedback.
How Often to Calculate
Calculate your NPS monthly to spot trends early. On the first day of each month, look at all surveys submitted during the previous month. For example, on October 1st, calculate your September NPS using every survey submitted between September 1st at 12:00am and September 30th at 11:59pm..
Rolling 30-Day Score
For a real-time view, track a rolling 30-day NPS that updates daily. This includes all submissions from the last 30 days and gives you the most current picture of customer satisfaction..
How to Improve Your NPS Score
1. Follow Up with Detractors Immediately
Don't wait! Contact unhappy customers within 24 hours. A personal phone call or email shows you care and can turn a detractor into a promoter.
2. Convert Passives to Promoters
Passives are on the fence. Ask them what would make their experience a 9 or 10, then deliver it. Small improvements can push them over the edge.
3. Train Your Team
Share NPS results with your staff regularly. Celebrate wins together and use negative feedback as coaching opportunities to improve the customer experience.
4. Close the Loop
Always follow up on feedback. Let customers know you heard them and tell them what you're doing about it. This builds trust and shows you value their opinion.
5. Make It Easy to Give Feedback
Use simple, mobile-friendly surveys. The easier it is to respond, the more feedback you'll get, and the more accurate your NPS will be.
Frequently Asked Questions
Should I send NPS surveys to every single customer?
Yes! The more responses you get, the more reliable your score. However, be mindful of survey fatigue—don't send multiple surveys in a short period to the same customer.
What's a good response rate for NPS surveys?
Aim for 15-30% for email surveys. Response rates vary by industry, but anything above 10% is acceptable. Mobile-optimized surveys and good timing improve response rates significantly.
My NPS dropped this month. Should I be worried?
Not necessarily. Look at the trend over 3-6 months, not just one month. A single month's drop could be due to seasonality, a temporary issue, or even just a small sample size. If the downward trend continues, then investigate.
Should I compare my NPS to other businesses in my area?
Focus on improving your own score over time rather than comparing to others. Different businesses have different customer bases and survey methods. What matters most is that your NPS is trending upward.
Do I need to ask for written feedback too?
Yes! Always include a follow-up question like "What's the main reason for your score?" The qualitative feedback is often more valuable than the number itself because it tells you exactly what to fix or improve.
Industry Benchmarks (2025)
NPS scores vary significantly by industry. Here's where your business stands compared to others:
Fitness & Wellness Studios
Boutique fitness, yoga, pilates studios
Health Clubs & Gyms
Traditional gym facilities
Retail (General)
Physical and online stores
Technology (B2C)
Software and apps
Hospitality
Hotels and restaurants
Healthcare Services
Medical and dental practices
Why fitness studios score higher: Boutique fitness and wellness studios typically achieve higher NPS scores than traditional gyms because of stronger community connections, personalized service, and more engaged customer relationships.
Data Sources: Directional benchmark ranges summarized from public materials by Bain & Company, CustomerGauge, Retently, Qualtrics XM Institute, Press Ganey, ACSI, and other industry analysts. For current details, visit their main sites: bain.com, customergauge.com, retently.com, qualtrics.com, pressganey.com, theacsi.org, surveymonkey.com.
World-Class NPS Scores
These companies set the gold standard for customer loyalty. Here's what they achieve:
Apple
Tesla
Costco
Netflix
Amazon
Peloton
Key Takeaway: These companies don't just provide products or services—they create experiences that customers love and actively promote. Notice that Peloton, in the fitness space, maintains an exceptional score of 66.
Best Practices from Top Performers
1. Make NPS Part of Your Culture
The best companies don't just measure NPS—they live it. Display your NPS score prominently in staff areas, discuss it in team meetings, and tie improvements to recognition programs.
2. Respond to EVERY Detractor Within 24 Hours
This is non-negotiable. A personal phone call or thoughtful email to an unhappy customer can completely change their perception. Many detractors become your biggest promoters after a sincere follow-up.
3. Track Trends, Not Just Numbers
Don't obsess over a single month's score. Look at 3-month and 6-month rolling averages to identify real trends. This helps you see if changes you're making are actually working.
4. Segment Your Data
Break down your NPS by location, membership type, time of day, instructor, or class type. This reveals specific areas that need attention rather than treating everything as one average.
5. Celebrate and Leverage Promoters
Your Promoters are your marketing team. Thank them personally, ask them for reviews on Google or Yelp, and create referral incentives. Make it easy for them to spread the word.
6. Use Qualitative Feedback to Guide Actions
The number is important, but the "why" is invaluable. Read every comment, categorize themes, and prioritize improvements based on what customers actually say, not what you think they want.
7. Keep Surveys Simple and Mobile-Friendly
Over 70% of NPS surveys are completed on mobile devices. Make sure your survey loads fast, displays properly on phones, and can be completed in under 30 seconds.
Common Pitfalls to Avoid
Cherry-Picking Respondents
Don't only survey customers you think will give high scores. This creates a false sense of security and prevents you from identifying real problems.
Ignoring Passives
While Passives don't factor into your NPS calculation, they represent huge potential. A small improvement can convert them to Promoters, significantly boosting your score.
Measuring Without Acting
Collecting feedback without making changes is worse than not measuring at all. It frustrates customers who take time to respond and see nothing change.
Comparing Across Different Industries
An NPS of 40 is excellent for a cable company but mediocre for a boutique fitness studio. Always compare yourself to industry standards, not companies in completely different sectors.
Survey Fatigue
Sending surveys too frequently annoys customers and decreases response rates. Stick to once per visit or once per month at most for regular members.
Your NPS Action Plan: Getting Started
- Week 1: Set up your NPS survey system. Keep it simple—one rating question and one "why" question.
- Week 2: Send surveys to all customers who visited in the past 48 hours. Aim for at least 30 responses.
- Week 3: Calculate your baseline NPS. Don't worry if it's low—you're just getting started!
- Week 4: Share results with your team. Identify the top 3 themes from feedback and create action items.
- Month 2 & Beyond: Continue measuring monthly, implement improvements, and track your trend line. Celebrate progress!