April – July 2026
Welcome to the latest edition of the TRP Customer Newsletter! We’re excited to share updates, tips, and insights to help you get the most out of your experience. From new features to best practices, we’re here to support your success every step of the way.
ConnectCX Summit Returns This November
Early Bird tickets are now available for ConnectCX Summit 2026, taking place on 11 November at Eastwood Hall, Nottingham.
Delivered in partnership with TRP and Proinsight, ConnectCX brings together leisure operators, customer experience leaders and industry experts to explore the latest thinking around customer engagement, retention, feedback and loyalty.
Now entering its fourth year, the event has become a key date in the industry calendar, offering practical insights, real-world case studies and valuable networking opportunities for operators looking to enhance their customer experience strategy.
Early Bird tickets are available for a limited time, saving £25 per ticket.
📅 11 November 2026
📍 Eastwood Hall, Nottingham
First ConnectCX Summit Speaker Announced
After delivering one of the standout sessions at last year’s ConnectCX Summit, we’re delighted to welcome Dr Melvyn Hillsdon back this November.
This year’s session, The Hidden Value of a Potential Member, will explore why recruitment numbers only tell part of the story and why understanding member value over time can help operators make better decisions around marketing, retention and growth.
If you’re responsible for membership, customer experience or commercial performance, it’s a session not to be missed.
As a bonus, every ConnectCX attendee will receive a complimentary copy of the latest TRP Insight Report, featuring the research behind Melvyn’s presentation.
The Race for TRP’s MEA Awards Is On
The latest Member Experience Award (MEA) standings are in, recognising the operators and clubs currently achieving the highest Net Promoter Scores (NPS) across the TRP community.
The operators above are currently in the running for an MEA Award at ConnectCX Summit 2026, based on their average Net Promoter Score (NPS) over the past six months
The awards, presented at ConnectCX Summit 2026, celebrate organisations delivering outstanding customer experiences and consistently earning high levels of customer advocacy.
The leaderboard will continue to change throughout the year, so there’s still plenty of time for the leaderboard to change before the winners are announced at ConnectCX Summit 2026.
Congratulations to everyone currently in the running, we’re looking forward to seeing who takes home the awards in November.
New Features & What’s Next?
Earlier this year, we released TRP 4.4, introducing a number of new features to help you spend less time on admin and more time acting on customer feedback.
Some of the highlights included:
- AI-generated replies and call scripts to help your teams respond to feedback more quickly.
- Smarter tag management to keep your reporting organised and consistent.
- A/B testing for messages and surveys, giving you more control over your customer communications.
Coming Soon
We’re also putting the finishing touches on a number of new features that we’ll be rolling out over the next few months, including:
- Customer Satisfaction and Customer Effort Score reporting.
- Enhanced AI drop-out risk predictions to help identify members who may need extra attention.
- Additional class booking filters, making it easier to send more targeted digital communications.
Want to Do More with AI?
You may already be using TRP’s AI-generated replies and call scripts, but did you know there are two additional AI features available?
AI Questionnaire Builder takes the hard work out of creating surveys, while AI Feedback Summaries help you quickly understand what your customers are saying without reading through every comment.
They’re available as optional add-ons, and if you’re not sure whether they’re right for you, you can try both free for one week.
If you’d like us to switch them on for a trial, just get in touch with Dave Ling and he’ll get everything set up for you.
Influencers Get Attention. Great Fitness Coaches Keep Members
With so much fitness advice now coming from social media and AI, it’s easy to forget the difference a great coach can make.
In his latest blog, Melvyn Hillsdon looks at why human interaction is still one of the biggest factors in keeping members engaged and coming back. He also explores how technology can support your team by helping them spend more time having meaningful conversations with members, rather than replacing those interactions.
If you’re interested in member retention and creating a better experience for your members, it’s well worth a read.
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