2018 Customer Engagement Awards Winners Revealed

2018 Customer Engagement Awards Winners Revealed

TRP’s Customer Engagement Academy (CEA) has named the winners of its first ever annual Customer Experience Awards for the health and fitness industry.

Created to recognise and reward operators consistently delivering a high-standard of member experience, as measured by their Net Promoter Score® over a 12-month period, the programme comprises ‘Best Awards’ given to the top performing organisation and individual site in their sector as well as Silver, Gold and Platinum ‘Medal Awards’ for organisations and sites who achieve an above-average NPS®.


This year’s winners were as follows.


Operator of the Year: Fitness Incentive (USA)

Best Customer Experience – Private Independent Gym: Fitness Incentive (USA)

Best Customer Experience – Private Multi-Site Gym Chain: Power Wellness (USA)

Best Customer Experience – Leisure Trust: Wolverton Leisure Trust (ENG)

Best Customer Experience – Local Authority: Pembrokeshire County Council (WAL)

Best Customer Experience – Golf Club Group: Altonwood Golf Group (ENG)

Best Customer Experience – University/School/College Gym: Hertfordshire Sports Village (ENG)


Club of the Year: Crymych Leisure Centre, Pembrokeshire County Council (WAL)

Best Leisure Centre Customer Experience: Crymych Leisure Centre, Pembrokeshire County Council (WAL)

Best Gym Customer Experience: Birkmyre Park Fitness Gym, Inverclyde Leisure (SCO)

Best Golf Club Customer Experience: The Shropshire Golf Centre, BGL Golf (ENG)

Best Swimming Pool Customer Experience: Broxburn Swimming Pool, Xcite – West Lothian Leisure (SCO)

Best Outdoor Sports Customer Experience: Southampton Water Activities Centre, Active Nation (ENG)


Operator-Level Silver Award for Customer Experience Excellence: The Works Family Health and Fitness Center, Altonwood Golf Group, Inverclyde Leisure, Writhlington Leisure, Caerphilly County Borough Council, LED Leisure, Jetts Fitness, BGL Golf, tmactive, Edinburgh Leisure, Hertfordshire Sports Village, Doncaster Culture & Leisure Trust, East Dunbartonshire Leisure Trust, Glasgow Life, Active Nottingham, Oldham Community Leisure, Aneurin Leisure, York Sport, Pure Gym, St Mary’s Calne Sports Centre


Operator-Level Gold Award for Customer Experience Excellence: Xcite – West Lothian Leisure, Tees Active, China Fleet Country Club, Christus Health & Wellness Center, Pembrokeshire County Council, Kennedy Club Fitness, Castle Point Borough Council, New Vision Fitness, Taymax Group, Celtic Leisure, Odyssey Fitness Center


Operator-Level Platinum Award for Customer Experience Excellence: Fitness Incentive, Stevenson Fitness, Westwoods Health Club, Power Wellness, Wolverton Leisure Trust


All this year’s ‘Best Award’ winners receive a digital award badge to display on their website, a selection of social media graphics to celebrate and share the news with their members and a certificate to showcase in their facilities.

‘Medal Award’ winners receive a digital award badge and selection of social media graphics too. Site-level ‘Medal Award’ winners also receive a facility window sticker.


TRP’s James Charles, who headed up the awards, said “On behalf of everyone here at TRP, I would like to say a huge congratulations to all of this year’s winners – you really are doing a great job and you and your teams should be incredibly proud of your work. We are delighted with the positivity, excitement and enthusiasm we have received from our winners in the first year of the awards, and their motivation to dig into their results straight away to try to identify what they can do to improve their score for next year is credit to them and is what the awards are all about.”


Fitness Incentive Owner and Founder, Ken Brown, whose club scooped a Platinum Award, Best Customer Experience – Private Independent Gym and the coveted crown of Operator of the Year added “We are incredibly honoured to have won these awards. We pride ourselves on consistently delivering high-levels of service to our members and value the independent recognition for this that the Customer Experience Awards has given us. We love working with the TRP team and look forward to this bringing us continued success in the future.”


TRP launched the Customer Engagement Academy (CEA) in early 2018, with the goal of providing the global health and fitness industry with a go-to, robust, reliable resource for learning and development in customer engagement. Their ultimate goal is to help support operators to deliver exceptional member experiences which lead to business success. The Academy believes in the importance of operators developing a deep understanding of customer engagement from research carried out by experts in the field, quality member feedback and real-world examples of best practice.


You can learn more about the awards on the TRP website here.