The Ultimate Question

Next Stages:

1) Confirming and Naming Your Sites

We need you to confirm which site/sites you wish to be listed in the survey by filling in the web form (link below). You need to be able to send out a minimum of 250 email invites for each site, (note sites that have less than 50 responses will not be included in the report, you will however still receive an overall group report).

2) How the Survey will be Conducted:

Once the form (link below) is complete we will then set up your own online NPS Survey with your site/sites listed on it. This survey will then be emailed out to your customers. One of NPS’s main success factors is that the survey only has two questions; the NPS ‘recommend’ question and the open response box. This simplicity improves response rates and clarity of focus when benchmarking and putting in place procedures to improve the score.

3) Criteria for Distributing the Surveys:

To enable a fair benchmark comparison, all operators must use the same criteria for selecting the customers to send the survey to. You must send this email to all customers and members (with emails) who have visited the facility in the last 28 days* between the 6th and 20th of October. TRP have kindly offered free use of their TRP Interact Digital product for automatically applying this logic to your database, and automating the sending of emails to the correct customers, or you can use your own systems for sending the emails. It is our preference to use TRP‘s services to send this email and therefore we can ensure consistency in the content and types of customer who receive the survey. You will be asked on the form (link below) which method of distribution you would like to use.

Please fill in the form on the link below to confirm your place in the survey:

http://www.e-focus-net.com/surveys/npsreg

**YOU MUST COMPLETE THIS FORM BY FRIDAY 1st OCT TO BE INCLUDED IN THE STUDY**

Getting the Results:

The survey will remain open until the 20th of October and we will then collate the results and produce reports that will blind benchmark your results against the industry’s average. Please note that Leisure-net and TRP will use your results to collate and develop industry averages, however they will be anonymised and your individual results will always remain 100% confidential.

In the final week of October we will be holding several short 20 minute webinars that you can log into via the internet to hear the results of the national survey and to have the principles of NPS explained in detail, so that you can understand what your results mean. You need to participate in one of these webinars in order to have your report sent to you.

Thank you once again for taking part in this exciting initiative and we look forward to confirming the names of the sites you wish to take part.

*Obviously this selection criteria has both strengths and weaknesses, however it was voted as the most popular.