Jetts Ballina wins at The Retention People’s Member Experience Awards winners

Jetts Fitness Ballina has been named International Club of the Year and recognised for delivering the Best Member Experience at The Retention People’s annual 2020 Member Experience Awards.

Now in their third year, the international Awards have been created to recognise and reward fitness clubs, aquatic and recreation centres, gyms and golf clubs across the globe for consistent delivery of exceptional member experiences. Presented by member engagement software provider The Retention People (TRP), the program saw 24 awards handed out including operator of the year, site of the year, most improved operator of the year and most improved site of the year, with recipients determined by their net promoter score (NPS) over a 12-month period.

International Club of the Year, announced during a virtual event, was presented to Jetts Ballina in northern NSW.

Welcoming the award, Jetts Ballina Club Manager, Kallum Fidoe stated “the NPS is a true reflection of customer satisfaction and we used it as an invaluable tool for building relationships with our members.

“At the beginning of 2020, our CEO Elaine Jobson shared the mission of Jetts Australia ‘becoming the world's most loved training gym’. A big statement indeed, but this was a vision that really resonated with us as our team prides themselves on their evidence-based approach to exercise.

"Winning a Member Experience Award requires a true customer-first approach and unwavering focus on making the member part of everything the club does everyday.

"We pride ourselves on knowing our members by name, what their fitness goals are, and how we can use evidence-based exercise to get them there."

Commenting on the Awards, TRP Marketing Executive, James Charles stated “in what was such a truly challenging year for the industry, it was really important to us that we ensured the MEA went ahead so we could give operators a well-deserved opportunity to reflect on their fantastic achievements this year and celebrate with their peers.

“Even during the difficult circumstances faced in 2020, the standards of member experience delivery were still maintained at an exceptionally high level and this is testament to the hard work and dedication of operators and their teams.”

Jetts Dianella in Western Australia also received the MEA Award for offering the Most Improved Gym Member Experience.

Jetts Ballina has recently undertaken a major upgrade, doubling their floor space and recruiting new exercise physiologists, osteopaths and personal trainers.

TRP are the leading providers of customer experience management software and solutions to the leisure industry.

Click here to access a full list of all 2020’s winners on the MEA website.

Images: Celebrating being recognised as International Club of the Year at the 2020 Member Experience Awards (top) and Jetts Ballina Club Manager Kallum Fidoe with staff and members (below). Credit: Jetts Fitness Ballina/Facebook.