Top NPS score for active-net 2017

Delegates at this year’s active-net gave the biggest thumbs up in its three-year history, scoring the event an impressive 90% Net Promoter Score (NPS).

Unlike traditional satisfaction surveys, a company’s NPS® is obtained by asking customers one question: how likely is it that you would recommend our company to a friend or colleague? Their responses – rated from 0 to 10 – place them in one of three groups. ‘Promoters’ rate the company nine or ten, ‘Passives’ seven to eight and ‘Detractors’ zero to six. Just 10% of delegates at active-net 2017 rated the event 8, with 90% scoring them 9 or 10.

Leisure-net is one of only a handful of organisations certified to deliver NPS for the health, fitness and physical activity sector, and as such uses the customer loyalty metric to rate its own events and activities.

“With Apple currently the top rated brand for customer experience with an NPS of 62.4%, active-net 2017’s 90% score is a fantastic achievement,” said Mike Hill, Director of leading customer insight provider for the active leisure sector, Leisure-net, which manages active-net. “It shows we are improving the offering each and every year – up from 73% in 2015 and 79% in 2016. But we aren’t complacent, we rely on qualitative feedback from attendees too, and are already mapping out active-net 2018 based on comments from last month’s event.”

Launched in 2014, active-net brings together leading operators and suppliers for business-focused, pre-selected meetings, together with informative educational slots, networking lunches and an evening meal.

This year’s educational stream saw a stellar line up discuss workforce development, including CIMSPA CEO, Tara Dillion, Sport England’s Community Sport Relationship Manager Graham Keen, Marcus Kingwell, Managing Director of AoC Sport and Geraldine Tuck, ukactive’s Operations Director. Former rugby player, Leon Lloyd, continued this into the evening with his after dinner speech. Now a Director at Switch The Play, a social enterprise that helps sporting organisations and individuals fulfil potential through and beyond sport, he explained how he made the difficult transition into the ‘real world’ after injury ended his career in 2008.

“I enjoyed the whole event, from the meetings to the keynote speech and after dinner speaker,” said Timothy Stack, Business Development Executive at Active Newham. “As a new face in the industry, the chance to network with so many sector experts provided invaluable insight.”

Ian Doherty, Client Services Manager at CIMSPA agrees. He said: “Out of the 15 meetings we had during the two days, 11 were potential new clients and all have said they would like to work with us. The remaining four were existing partners, but it was good to catch up and develop our relationship further. As well as the meetings, the networking time and dinner was an incredible opportunity to engage with others we didn’t get a chance to during the daily schedule.”

Feedback also showed that 97% of delegates are likely or extremely likely to attend the event in 2018, which will take place at Eastwood Hall in Nottingham again, but this time on 14 – 15 March. For further information or to book your place contact Kirsty Reed at Leisure-net by emailing or visiting

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For further press information contact:
Abigail Harris at Big Fish Public Relations
Tel: 07738 331019

Editor’s note:
Leisure-net Solutions is the leading provider of Customer Insight, Business Intelligence and Consultation services to the UK’s active leisure, fitness and cultural services industries. Leisure-net helps leading industry organisations, local authorities and Trusts, as well as private sector operators and suppliers, to understand their customers’ and clients’ needs and aspirations, and to deliver innovative service and health improvement initiatives.

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