Pendle Leisure Trusts wins global award
Pendle Leisure Trust have recently won numerous categories at this year’s Member Experience Awards (MEA)This is not a local, or even a regional, competition – it is global, and we have beaten off competition from a total of 538 leisure trust’s sites across 3 continents including Europe, USA & Australia.
At the recent ceremony, they 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.
These awards are based on customer feedback and reviews, meaning their achievement is a victory for the local community as they provide services and facilities to help maintain the health and wellbeing of Pendle residents.
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?
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 are awarded to operators who’s 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,
They have also been judged on 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’