Friend or Foe? New IHRSA Member Retention Report examines likely health club Promoters and Detractors
IHRSA recently released the IHRSA Member Retention Report (Volume 3, Issue 1): What Differentiates Promoters from Detractors? Conducted in partnership with The Retention People (TRP), the current report focuses on the impact of the Net Promoter Score® on club member retention. Based on a survey of more than 10,000 health club members in the UK, the current installment examines how member demographics, duration, attendance, and activity participation vary between Promoters and Detractors.
“The most recent edition of the IHRSA Member Retention Report will help club operators better distinguish the characteristics of loyal members, who may endorse their club to family and friends, from those who may be more likely to badmouth their business,” said Jay Ablondi, IHRSA’s executive vice president of global products.
According to the report, while the relationship between gender and Promoter or Detractor status is not particularly strong, NPS category varies by age groups. Members between the ages of 16-24 and 65 years or older are most likely to be Promoters. Half of members (50%) in the 16-24 age group are Promoters, while 46% ages 65 and older are Promoters.
Read the full IHRSA Member Retention Report to learn more on the characteristics of Promoters and Detractors.