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Entries in the retention people (6)

Thursday
Jan102013

Retention Report: what makes a club good or bad?

The Retention People conducted a first-of-its-kind survey in the United Kingdom that shed light on different aspects of health club member retention. The more than 40,000 responses gave club owners and operators insight into what was working and what wasn’t. 

The Net Provider Score was used to help analyze the industry. Survey-takers ranked a question from 0 to 10 on how likely you would recommend the company to a friend or colleague. Based on the responses, three groups were formed: Promoters (9-10 rating), Passives (7-8 rating), and Detractors (0-6 rating). The percentage of Detractors is subtracted from the percentage of Promoters to obtain a Net Promoter Score. 

The research company and IHRSA are partnering with to create a member loyalty/Net Provider Score study for North American clubs. As the two entities gather data they will provide the IHRSA Member Retention Report, a quarterly publication that explains a different aspects. 

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