Spot the at-risk member
before they
cancel for good.
NPS (Net Promoter Score) is the early warning system against churn. NPSLab asks the member at the right moment, tells your team who is about to drop out and turns promoters into 5-star reviews.
Members vanish from classes long before they cancel.
Silent churn is a gym’s biggest enemy: by the time a member decides to cancel, they have been gone for weeks. The leading cause of attrition is a lack of connection and belonging — something you feel but rarely measure. NPS is the early warning system: it captures dissatisfaction while there is still time to win the member back.
A dissatisfied member rarely complains at the front desk.
They simply come less often, stop showing up and cancel at the end of the plan — when it is already too late to turn it around.
Silent churn
You only notice the member left when the payment fails to come in. Without systematic feedback, you find out too late to act.
Promoters who disappear
Members who love the gym rarely leave reviews on their own. Without a nudge at the right moment, your best reputation stays invisible.
Several locations, zero visibility
With more than one location, comparing satisfaction and attrition risk across them turns into a spreadsheet — and nobody looks at the spreadsheet.
Hear the member at every stage of the journey
NPSLab sends the right survey at the right moment — by WhatsApp, email, SMS or a QR code at the front desk.
Sign-up
Rate the first impression: sales experience, tour and welcome.
Onboarding
Capture the beginner experience — where the bond forms or breaks.
Monthly routine
Periodic surveys reveal a drop in satisfaction before attendance falls.
Class by class
A QR code in the room captures feedback on instructors and classes on the spot.
Renewal
Promoters are invited to review on Google. Those at risk of not renewing are resolved in private.
A tablet at the front desk, and the survey happens at the turnstile
Placed at the front desk, right next to the turnstile, the tablet asks the member how the workout went on a scale of 0 to 10 — on the way in or out, while the experience is still fresh. A promoter is invited to leave a 5-star review on Google; a detractor triggers an instant alert so the front desk can act and spot the churn risk early, before the member simply stops showing up.
What changes when you listen at the right moment
They found that a lack of attention to beginners was the issue. After building an onboarding program, NPS rose from 28 to 69 in four months.
With real-time detractor alerts, the retention team began reaching out to at-risk members before they cancelled.
NPS by instructor revealed the best trainers. Feedback became the basis for team coaching and excellence held steady.
Built for those who run gyms and chains
Churn risk alert
NPS dropped? Your team is notified instantly by app push or email to act before the member cancels.
NPS by instructor and class
See the NPS of each instructor and class. Identify your best trainers and where to invest in training.
Multi-channel
WhatsApp, SMS, email and a QR code at the front desk. Reach the member where they respond.
Per-location plans
Start free with 30 responses/month. Paid plans are shown in the app with localized App Store or Google Play pricing.
NPS for gyms, no mystery
What is NPS for gyms?
NPS (Net Promoter Score) is the metric that measures how likely a member is to recommend your gym, on a scale of 0 to 10. In the fitness sector, it anticipates churn: detractor members tend to come less often and cancel, while promoters renew and refer friends.
What is a good NPS for gyms?
According to the IHRSA (Health & Fitness Association), the average gym NPS in North America is 39 points. Gyms in the top 25% have an NPS above 71, and high-performing boutique studios reach 88 or more. Above 50 is already considered excellent.
What is an acceptable churn rate for gyms?
According to the Panorama Setorial Fitness Brasil/EY, the sector’s annual churn dropped from 45% (pre-2021) to 28% in 2024. The ideal benchmark is monthly churn below 5%. Gyms with an NPS above 50 have 20-30% higher retention rates (Listen360).
When should I send the NPS survey to members?
The critical moments are: after the first week (onboarding), periodically to detect drops in attendance, after specific classes (feedback on instructors) and about 30 days before the membership renewal date, to identify non-renewal risk.
Start retaining more members today
Set up your first survey in 5 minutes. Start free, no card.