The Oilers are in the playoffs and the sun is shining here in Edmonton! With the snow finally melted, (knock on wood), we are kick starting a monthly communication for our members that takes deeper dive into what you are saying about your experience with us and what we are working on!
As the Manager of Member Engagement at World Health Edmonton, my efforts are devoted to your feedback and continued communication with us. I am here to partner with you to identify ways in which we can best support your fitness and health journey at our clubs.
Last month, you highlighted cleanliness as an area of opportunity for us. With pristinely clean clubs being one of our brand initiatives, we have been working hard to re-vamp our Clean Team schedules, and have been successful in designing detailed guidelines for our teams to utilize on the go forward. With more specific structure to our cleanliness efforts, we aim to offer the best possible experience for you each time you visit us – no matter the day, time or location.
With our areas of opportunity in mind, you have also shared your thoughts on our service achievements! Last month, here are the areas you felt we succeeded in
With the intention to maintain these service achievements, we are continuing to concentrate on delivering genuine, caring hospitality through our on-going staff training and development courses. Alongside our continuing education focus, we have been working to develop more raving fans of our brand. As a measure of customer loyalty, Net Promoter Score (NPS) holds great value for us! We earned an NPS of 37 last month:
With a company goal of achieving an NPS of 50, we are not quite there yet! This month, we strive to provide you with pristinely clean clubs with the support of our restructured clean team schedules and aim to continue to offer support and advice, setting you up for an optimal experience.
Talk to you soon!