Net Promoter Score…

… is a standardized measure of members’ overall perception of and/or experience with their club.

The survey question is, “Thinking about your overall satisfaction, how likely would you be to recommend [CLUB] to a friend or colleague? A 10-point scale is used: 0=Not at all likely, 10= Extremely likely.

Respondents are grouped as follows:

• Promoters (score 9-10) are loyal enthusiasts.

• Passives (score 7-8) are satisfied but unenthusiastic.

• Detractors (score 0-6) are considered to be unsatisfied.

The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. 

• It can range from a low of -100 (if every member is a Detractor), to a high of 100 (if every member is a Promoter).

According to Club Benchmarking, top clubs score between 50-70.