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Entries in the retention people (6)

Tuesday
Jul012014

Group exercise plays role in member retention

Polls ad surveys are great. But there are many things that have to be taken into account. 

One of the most important ones is how extensive is the query? If there aren’t many participants than the numbers can be skewed.

The latest IHRSA Member Retention Report looks into group exercise’s impact on member retention. The report uses information from The Retention People’s TRP 10,000 – a survey of 10,000 United Kingdom health and fitness members. TRP 10,000, the biggest and most comprehensive survey of its kind to date, questioned 10,000 UK gym and health club members between July and September 2013.

So, what was determined and discovered during TRP 10,000 and is now in the IHRSA Member Retention Report Volume 2, Issue 2?

Read on to see the results and conclusions.

Click to read more ...

Thursday
May152014

Get an understanding of retention and attrition with free webinar

Retention and attrition are two magical words in the health and fitness club world. One looks at the members leaving your club, while the other is the ability to keep members there and signing them up year in and year out.

If you are able to control both of these numbers in your favor then your bottom line will look mighty fine, with other line items – like non-dues revenue, for example – falling into place.

Numerous reports and research on these subjects are among the many benefits afforded to IHRSA members. Also are free webinars.

On Wednesday, May 21, 11 a.m. to noon (EDT), IHRSA is offering both. Reduce Attrition Using IHRSA Research, presented by Melissa Rodriguez, senior Research manager, is a free webinar that will delve into two free-to-IHRSA members reports – The Member Retention Report and Trend Report – that focus on retention and attrition. The webinar is sponsored by Cybex.

Learn more about the webinar by reading the entire story.

Click to read more ...

Wednesday
Oct022013

Net Promoter score is a great way to improve your club

Being a service industry, it is imperative that health and fitness clubs make the customers happy and leave them feeling good about their experiences. 

Currently The Retention People (TRP) is conducting its Member Loyalty Survey for the North American fitness industry. The results are being used to determine the Net Promoter Score (NPS), a member loyalty and retention tool.

The most up-to-date numbers shows North America clubs checking in with a 44% NPS. To compare, The Retention People conducted the survey for the UK fitness industry a couple years ago and it came back with 21%; nationally recognized companies like Amazon.com (76%), Trader Joe’s (73%) and Apple (71%) all made the top 10.

For more on the Net Promoter Score, read on.

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Tuesday
Jul302013

Latest Retention Report can help predict who will cancel membership

There as been lots of talk of the Net Promoter Score within the first three IHRSA Member Retention Reports. Now, IHRSA and The Retention People look into how owners can use the scores to possibly predict when a member may end their membership.

IHRSA Member Retention Report Volume 1, Issue 4, was released this week. Conducted in partnership with The Retention People, it looks at a different aspect of retention each quarter.

The latest installment of the IHRSA Member Retention Report examines whether, based on NPS, an owner can decipher whether a member will cancel a membership in the year after the survey. Criteria, including age, gender, and duration of membership is used. Further details on promoters and detractors are explained alongside age, gender, and tenure. 

Read on for more.

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Thursday
Jun132013

Learn more about member loyalty survey during webinar

Preliminary IHRSA member loyalty survey scores show that North American fitness clubs favor well.

The ongoing health club industry Member Loyalty / Net Promoter Score (NPS) study came back with a score of 43 - for every 100 North American club members, there are 43 more promoters than detractors. Promoters are respondents who are likely to recommend their club to friends, colleagues, and family members. Detractors are unlikely to recommend their club and may actually discourage others from joining.

The study, conducting in partnership with The Retention People, is ongoing and is free to IHRSA members. The more clubs that take part, the more accurate and the more analytics we will get out of it.

IHRSA and TRP are co-hosting a free webinar to further explain the study, the meaning of the scores and how taking part in the study, as well as the results, can benefit clubs. Measuring Member Loyalty: Benchmarking Your Club Using IHRSA Research, takes place on Thursday, June 20, 2 to 3:30 p.m.

For more, read on.

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