COVID-19 Reopening First Visit Survey Report
In the summer of 2020, following the reopening of their facilities after lockdown due to COVID-19, a selection of our customers in England surveyed their members about their experience of visiting their club in the 'new normal', with a specific focus on cleanliness and social distancing....
Does What Motivates a Member and Their Recent Progress Towards That Goal Affect Their Net Promoter Score® (NPS®)?
This whitepaper answers the following questions: What motivates members and how much progress do they perceive they are making towards their goals? Do members feel they are making the progress towards their goals they expected they would? Does making progress towards a goal increase member loyalty, as measured by NPS®?...
2018 CEA Member Engagement in the Global Health and Fitness Industry Survey Report
This report contains the findings from the Customer Engagement Academy's (CEA) April 2018 survey into how health and fitness club operators engage with their members and covers the following areas: The industry's understanding of member engagement and how important it is seen to be. How operators are currently engaging with members, with a specific focus on social media and email. How operators are measuring the effectiveness of their engagement with members. The future of member engagement and operators' plans for 2019...
How Do The Activities Members Usually Take Part In and How Often They Attend Affect Loyalty?
This whitepaper answers the following questions: Which activities do members usually take part in when they visit their clubs by gender, age group, and length of membership? How does a member's participation in specific activities and how often they visit affect loyalty (as measured by Net Promoter Score®)? What can you do to increase the number of loyal Promoters in your club?...
Can a Comprehensive Communication Strategy Increase Member Loyalty?
This whitepaper answers the following questions: What is the relationship between the different types of gym member communication (face-to-face, email, SMS etc.) and loyalty (as measured by Net Promoter Score®)? Which combinations of communication channels maximise loyalty in specific member groups? Can effective communication overcome the impact on loyalty of a negative club experience?...
The Association Between Club Hassles and Uplifts and Member Loyalty as Measured by Net Promoter Score®
This whitepaper answers the following questions: Does a member's Net Promoter Score® predict their length of stay? How does the number of hassles and uplifts experienced by a member affect their likeliness of being a positive club Promoter or negative club Detractor? Which specific uplifts and hassles have the greatest impact on NPS®?...
How to Write Engaging Emails
This eBook will show you how to craft great subject lines, write engaging body copy and create a compelling call to action....
Which Members Use Self-Monitoring Apps?
This whitepaper answers the following questions: What motivates app using members? What do they report progress on, and how does this compare to what they are motivated by? What is the impact of app use on membership retention?...
The Effectiveness of Different Types of Interaction on Membership Retention
This whitepaper answers the following questions: How do different types of face-to-face interactions with high-risk members impact retention? What makes an effective interaction? What should you do to harness the power of these findings and make member engagement more effective in your club?...
The Effect of Average Visit Frequency on Income From Membership
This whitepaper answers the following questions: What proportion of members don't make a club visit within their first months of membership? What impact does this have on their likeliness to remain a member in the medium to long term? Does getting your members to visit more often increase their length of membership and therefore the revenue they bring to your club?...
What Influence Do Your Reception Staff Have On Retention?
This whitepaper answers the following questions: Do your members value being spoken to by reception staff? Which members are your staff most likely to engage with? Do reception staff influence member retention?...
What Influence Does Personal Physical Activity Tracking Have on Retention?
This whitepaper answers the following questions: Who is using fitness tracking devices and which devices are they using? Are members who track their physical activity more motivated and do they feel like they are making more progress? What influence does personal physical activity tracking have on member retention?...
Does Personal Training Increase Member Retention?
This whitepaper answers the following questions: Who purchases personal training and why? What impact does personal training have on a member's visit frequency? Does personal training affect member retention?...
What Annoys Your Members, What Delights Them and How Does This Relate to Retention?
This whitepaper answers the following questions: What delights your members and how does this impact member retention and loyalty? What annoys your members and how does this impact member retention and loyalty? What should health and fitness operators do to harness the power of these findings to promote member engagement and loyalty in their clubs?...
What Motivates Your Members and Does Their Perceived Progress Affect Retention?
This whitepaper answers the following questions: What really matters to members to keep them motivated and engaged? What progress do members report making and how does this affect retention and loyalty? What should owners and managers of health and fitness facilities do to harness the power of these findings to promote member engagement and loyalty in their clubs?...
What Forms of Communication Do Your Members Value Most?
This whitepaper answers the following questions: What type of communication do members value and are they receiving it? Is communication associated with retention and, if so, what kind of communication is the most powerful? What should owners and managers of health and fitness facilities do to harness the power of these findings to promote member engagement and loyalty in their clubs?...
What Impact Does Group Exercise Have on Retention?
This whitepaper answers the following questions: What impact does attending group exercise have on member retention and loyalty? Which club activities do members take part in and what does a typical group exercise participant look like? What should owners and managers of health and fitness facilities do to harness the power of these findings to promote member engagement and loyalty in their clubs?...