Tuesday, 20th December 2022
Alison Goode (Chief Executive, PLT) and Luke Allwood (Health & Fitness Manager, PLT)
At the recent ceremony, we came home with ‘Best Member Experience for a Leisure Trust’ and ‘Most Improved Member Experience for a Leisure Trust’, whilst west Craven Sports Centre and Pendle Leisure Centre each bagged a Gold Award for their specific sites.
We want to take this opportunity to thank our loyal and fantastic members – it is a pleasure to welcome you to our facilities and we’re proud of the role we play in our local communities.
To help understand how big an achievement this is – and why it means so much to us – here are some details about the MEAs
What are the MEA Awards?
Recognising and rewarding health and fitness clubs, leisure centres, gyms, and golf clubs across the globe for their delivery of excellent member experiences.
How are Nominees measured?
Net Promoter Score, or NPS® as it is commonly referred to, is a globally recognised measure of customer loyalty and satisfaction used within a vast array of industries.
The Member Experience Awards is the health and fitness industry’s only awards programme based solely on NPS as an objective measure of quality.
Winning a Member Experience Award requires a true customer-first approach and unwavering focus on making member experience part of everything an organisation does every day.
What are the categories?
Best Awards
Operators and their sites are assigned to one of 6 (5 for sites) categories relevant to their sector of the industry and the highest scoring is crowned ‘best in category’. The overall highest scoring operator and site across categories are named ‘Operator of the Year’ and ‘Site of the Year’ respectively.
Most Improved Awards
Much like our ‘Best Awards’, operators and their sites are assigned to one of 6 (5 for sites) categories relevant to their sector of the industry. This time however we compare the current year’s score with the previous year’s score and the operator/site with the greatest increase in NPS is crowned ‘most improved in category’. The operator and site with the greatest increase in their NPS between the previous and current year overall across categories are named ‘Most Improved Operator of the Year’ and ‘Most Improved Site of the Year’ respectively.
Medal Awards
Medal awards are awarded to operators whose NPS hits a pre-determined range. These ranges are assigned a medal colour; Silver, Gold, or Platinum. The bottom boundary for Silver is the industry average NPS for the previous year, so those achieving a medal award, of any colour, have exhibited above-average service delivery.
Luke Allwood – Health & Fitness Manager at Pendle Leisure Trust – said, ‘to receive such a huge award is one of the biggest achievements I feel we have had to date and what makes this so prestigious is that it is voted by our very own members at Pendle Leisure Trust.
This year Pendle Leisure Trust have won “best member experience Leisure Trust 2022” which is an incredible achievement as this measure is on a global scale,
We have also been judged on the biggest increase each year using NPS and have the highest NPS score of those 538 Leisure trusts to which we have won a second award for the most improved member experience overall’
So with an award-winning member experience, plus a huge range of incredible member benefits, why not join us and discover what makes us so good! We have some outstanding savings on our memberships, take a look at our current Christmas offer here.