The Retention People (TRP) and Leisure-Net recently released the results of the industry’s largest ever customer loyalty survey, which used the powerful Net Promoter Score® (NPS) and generated more than 40,000 responses across hundreds of clubs. These results focused on the formation of a benchmark for the industry, detailing performances of the participating clubs by [...]
Archive | Articles RSS feed for this section
Leisure-net and TRP ask The Ultimate Question …
The creation of a Value for Money Index (VFM)
If a member isn’t getting value for money from their membership then they will leave – right? This article is a summary of TRP’s latest research into understanding the value proposition, how to measure it and how it impacts a member’s risk of cancelling. This resulted in the creation of what we believe will become [...]
Does it matter what I say?
How what you say and how you say it changes member retention In previous research, The Retention People (TRP) have demonstrated that the frequency with which fitness staff speak to members while working out both increases their subsequent visit frequency and membership retention rates. A question that often arises is whether it matters what fitness [...]
Can focusing on sales volume reduce profits?
The potentially shocking and controversial answer to this for the vast majority of health clubs and leisure centres is yes! Thinking about who you sell to and not just how many you sell can net thousands of pounds more income. In this article we will use real data from an anonymous club to outline just [...]
Leisure-net and TRP ask The Ultimate Question …
and get the Answer!
Mike Hill from Leisure-net and Alister Rollins from TRP recently presented the findings of the first national NPS Survey of the leisure/health and fitness sector via a series of webinars. What were the results and what is the potential of the Net Promoter Score® for the health and fitness industry? The old customer service adage [...]
Are Your Fitness Staff Actually Your Best Sales People?
Yes! TRP‘s latest research considered the impact of your fitness team on your bottom line, and found that fitness staff can generate more than 600% more income per member than the actions of sales people alone. Introduction The financial success of a health club is dependent on a combination of the number of memberships sold [...]
Does Emailing Customers Improve Retention?
TRP are in the process of conducting the largest ever controlled study in the leisure industry to help find the answer to this question. We are very pleased to present some of our initial findings and look forward to sharing more of this research with you in the near future. Get it right and it [...]
TRP RESEARCH INTO OPERATOR GOALS
The Retention People have released the findings of a research study, conducted in conjunction with LeisureNet, into the main aims of health and fitness operators over the next 3 years. 5000 operators were invited to take part in the study across all sectors, with the majority of respondents of a senior level position within the [...]
Measuring Retention
Click here to view this article as a Powerpoint It is commonly accepted that membership retention is the largest problem facing most businesses in our industry. However, this problem is not new, so why are clubs still struggling to make an impact on their retention performance? The secret lies in a change of strategy. Operators [...]
Measuring Retention (Powerpoint)
« Back to full article Join us on LinkedIn to discuss this and other findings and developments in the retention field.
