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NPS Scores
NPS Score by Location
Oct 20, 2025 - Nov 19, 2025
| Location | NPS Score | Promoters | Passives | Detractors | Total Responses |
|---|---|---|---|---|---|
| Maplewood | 0 | 1 | 2 | 2 | 4 |
| Brookside | 0 | 9 | 8 | 2 | 10 |
| West Village | -85 | 3 | 7 | 1 | 9 |
| Uptown | 30 | 1 | 8 | 9 | 2 |
| Westport | 0 | 1 | 5 | 10 | 9 |
| Riverside | -85 | 2 | 3 | 4 | 2 |
| Sunset District | 0 | 7 | 7 | 9 | 7 |
| Central Park | 30 | 5 | 4 | 6 | 10 |
| The Heights | -85 | 6 | 1 | 1 | 0 |
| The Heights | 0 | 8 | 7 | 9 | 8 |
| North | 0 | 3 | 9 | 2 | 8 |
| Southside | -85 | 5 | 3 | 0 | 5 |
| Midtown | 0 | 7 | 2 | 8 | 7 |
| Brookside | 0 | 4 | 8 | 0 | 8 |
| Central Park | -85 | 1 | 1 | 9 | 3 |
| Hillcrest | 30 | 5 | 3 | 5 | 7 |
| West End | 0 | 6 | 1 | 2 | 0 |
| Crescent Hill | -85 | 6 | 1 | 7 | 10 |
| Hillcrest | 0 | 5 | 3 | 9 | 0 |
| Uptown | 30 | 1 | 10 | 5 | 3 |
| Central Park | -85 | 7 | 10 | 9 | 0 |
| Lakeside | 0 | 10 | 8 | 4 | 2 |
| Central Park | 0 | 6 | 7 | 5 | 5 |
| The Heights | -85 | 0 | 3 | 0 | 4 |
| Highland Park | 0 | 6 | 8 | 7 | 5 |
| Central Park | 0 | 1 | 8 | 10 | 10 |
| Uptown | -85 | 4 | 6 | 8 | 3 |
| The Heights | 30 | 4 | 4 | 1 | 6 |
| Harbor District | 0 | 9 | 5 | 2 | 6 |
| Harbor District | -85 | 5 | 5 | 6 | 6 |
| Midtown | 0 | 10 | 6 | 4 | 2 |
| The Heights | 30 | 8 | 9 | 5 | 1 |
| Riverside | -85 | 5 | 4 | 10 | 7 |
| Hillcrest | 0 | 1 | 7 | 4 | 8 |
| Highland Park | 0 | 10 | 1 | 6 | 9 |
| Lakeside | -85 | 6 | 4 | 5 | 9 |
| SoHo | 0 | 1 | 7 | 9 | 4 |
| West Village | 0 | 10 | 5 | 5 | 3 |
| Harbor District | -85 | 10 | 0 | 7 | 2 |
| Crescent Hill | 30 | 3 | 5 | 10 | 1 |
| West Village | 0 | 6 | 7 | 10 | 0 |
| Eastside | -85 | 5 | 2 | 1 | 9 |
| Sunset District | 0 | 8 | 5 | 8 | 1 |
| Harbor District | 30 | 2 | 5 | 6 | 6 |
| SoHo | -85 | 8 | 5 | 2 | 7 |
| Maplewood | 0 | 7 | 2 | 5 | 10 |
| Sunset District | 0 | 1 | 2 | 6 | 2 |
| The Heights | -85 | 1 | 7 | 3 | 1 |
| Southside | 0 | 7 | 2 | 3 | 6 |
Submission Log
Oct 20, 2025 - Nov 19, 2025
| Client Name | Location | Product/Service | Last Booking | Score | Submission Date | Comment | Actions |
|---|---|---|---|---|---|---|---|
| Caitlin Holmes | Brookside | Massage Therapy - 60min | 8/21/2004 at 1:30pm | 6 | 5/18/2021 at 10:30pm | ||
| Isabelle Lee | Brookside | Pilates Reformer Sessions | 6/27/2017 at 7:30pm | 6 | 5/2/2007 at 6:30pm | ||
| Daisy Kelly | The Heights | Drop In | 7/22/2011 at 8:30pm | 2 | 4/10/2014 at 4:30pm | ||
| Muhammad Clarke | Central Park | Yoga Class Package | 9/8/2013 at 8:30pm | 9 | 1/3/2022 at 3:30pm | ||
| Nathan Hill | Southside | Monthly Unlimited Membership | 8/21/2004 at 10:30pm | 6 | 8/9/2023 at 7:30pm | ||
| Molly Murray | Uptown | Premium Facial Treatment | 8/21/2004 at 9:30pm | 2 | 6/3/2002 at 10:30pm | ||
| Millie Johnson | North | Monthly Unlimited Membership | 1/28/2003 at 4:30pm | 6 | 5/18/2021 at 1:30pm | ||
| Ava Miller | Westport | Personal Training Package | 6/27/2017 at 3:30pm | 9 | 5/18/2021 at 10:30pm | ||
| Daniel Williams | Maplewood | Three Month Prepaid | 7/22/2011 at 4:30pm | 2 | 10/19/2010 at 7:30pm | ||
| Ruby Bell | Hillcrest | Online Offer | One Week Trial | 10/19/2010 at 1:30pm | 6 | 1/3/2022 at 5:30pm | ||
| Lily Young | West End | Massage Therapy - 60min | 8/21/2004 at 9:30pm | 6 | 8/21/2004 at 8:30pm | ||
| Jasmine Richardson | Uptown | Personal Training Package | 3/14/2024 at 3:30pm | 2 | 12/5/2015 at 5:30pm | ||
| Ava Miller | Old Town | 10 Punch Pass | 8/9/2023 at 1:30pm | 6 | 5/2/2007 at 4:30pm | ||
| Emma Moore | Eastside | Online Offer | One Week Trial | 7/22/2011 at 10:30pm | 6 | 10/26/2025 at 8:30pm | ||
| Isabel Martin | West End | Premium Facial Treatment | 6/3/2002 at 4:30pm | 2 | 1/28/2003 at 3:30pm | ||
| Daniel Williams | Highland Park | Massage Therapy - 60min | 9/8/2013 at 1:30pm | 9 | 6/3/2002 at 8:30pm | ||
| Amy Powell | West End | Wellness Consultation | 2/12/2018 at 5:30pm | 6 | 1/3/2022 at 8:30pm | ||
| Rhys Walker | Eastside | Personal Training Package | 5/2/2007 at 3:30pm | 2 | 12/5/2015 at 9:30pm | ||
| Lilly Scott | Granite Point | Oxygen for Life (Daily) | biweekly | 5/18/2021 at 9:30pm | 6 | 11/11/2006 at 7:30pm | ||
| Jack Smith | Lakeside | Online Offer | One Week Trial | 4/10/2014 at 7:30pm | 9 | 12/5/2015 at 10:30pm | ||
| Grace Clark | West End | Three Month Prepaid | 5/2/2007 at 8:30pm | 2 | 10/26/2025 at 8:30pm | ||
| Logan Campbell | Lakeside | Group Training Membership | 11/11/2006 at 2:30pm | 6 | 5/2/2007 at 6:30pm | ||
| Hannah Reid | Downtown | Spa Day Package | 2/25/2009 at 11:30pm | 6 | 10/19/2010 at 4:30pm | ||
| Dylan Miller | North | Spa Day Package | 6/27/2017 at 5:30pm | 2 | 11/11/2006 at 1:30pm | ||
| Amber Moore | Riverside | Class Pack - 10 Sessions | 1/3/2022 at 7:30pm | 6 | 6/3/2002 at 11:30pm | ||
| Isabella Harris | Brookside | Three Month Prepaid | 6/27/2017 at 1:30pm | 6 | 6/3/2002 at 11:30pm | ||
| Jessica Russell | West Village | 10 Punch Pass | 1/28/2003 at 6:30pm | 2 | 5/18/2021 at 10:30pm | ||
| Cameron Hall | SoHo | Pilates Reformer Sessions | 5/18/2021 at 2:30pm | 9 | 1/28/2003 at 5:30pm | ||
| Alex Owen | Brookside | 10 Punch Pass | 4/10/2014 at 5:30pm | 6 | 10/26/2025 at 7:30pm | ||
| Poppy Kennedy | Southside | Online Offer | One Week Trial | 2/25/2009 at 4:30pm | 2 | 9/8/2013 at 10:30pm | ||
| Samuel Allen | Maplewood | Group Training Membership | 9/8/2013 at 4:30pm | 6 | 2/25/2009 at 2:30pm | ||
| Ethan Davis | Riverside | Drop In | 10/19/2010 at 9:30pm | 9 | 3/14/2024 at 8:30pm | ||
| Amy Powell | Hillcrest | 10 Punch Pass | 1/28/2003 at 10:30pm | 2 | 1/3/2022 at 5:30pm | ||
| Poppy Kennedy | Southside | Yoga Class Package | 11/30/2019 at 1:30pm | 6 | 11/30/2019 at 7:30pm | ||
| Sophia Russell | Lakeside | Wellness Consultation | 3/7/2005 at 6:30pm | 6 | 8/21/2004 at 9:30pm | ||
| Isla Palmer | West Village | Massage Therapy - 60min | 10/19/2010 at 4:30pm | 2 | 2/12/2018 at 8:30pm | ||
| Abigail Parker | Lakeside | Premium Facial Treatment | 10/26/2025 at 6:30pm | 6 | 2/12/2018 at 6:30pm | ||
| Samuel Allen | Brookside | Wellness Consultation | 1/3/2022 at 6:30pm | 6 | 11/30/2019 at 7:30pm | ||
| Lucy Carter | Riverside | Oxygen for Life (Daily) | biweekly | 1/3/2022 at 5:30pm | 2 | 2/25/2009 at 7:30pm | ||
| Summer Cook | Brookside | Premium Facial Treatment | 2/25/2009 at 2:30pm | 9 | 8/21/2004 at 6:30pm | ||
| Harrison Baker | West Village | Monthly Unlimited Membership | 1/3/2022 at 4:30pm | 6 | 8/21/2004 at 9:30pm | ||
| Hannah Reid | SoHo | Class Pack - 10 Sessions | 10/19/2010 at 10:30pm | 2 | 5/2/2007 at 5:30pm | ||
| Harry Khan | Highland Park | Monthly Unlimited Membership | 6/27/2017 at 6:30pm | 6 | 8/9/2023 at 7:30pm | ||
| Millie Johnson | Riverside | Spa Day Package | 1/3/2022 at 3:30pm | 9 | 5/18/2021 at 5:30pm | ||
| Caitlin Holmes | Sunset District | Class Pack - 10 Sessions | 1/28/2003 at 9:30pm | 2 | 3/14/2024 at 11:30pm | ||
| Harrison Baker | Sunset District | Premium Facial Treatment | 11/30/2019 at 5:30pm | 6 | 3/14/2024 at 11:30pm | ||
| Leo Walsh | Southside | Personal Training Package | 1/3/2022 at 1:30pm | 6 | 1/3/2022 at 4:30pm | ||
| Mohammed Stevens | Lakeside | Personal Training Package | 6/3/2002 at 4:30pm | 2 | 4/10/2014 at 2:30pm | ||
| Amber Moore | Westport | Three Month Prepaid | 8/9/2023 at 10:30pm | 6 | 5/18/2021 at 6:30pm |
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!