Research
Download free resources, papers and reports to better understand your customers, and current trends.
Ok, we’ll admit it, we are customer experience management geeks!
Obsessed with knowing everything there is to know about the impact of member behaviour, characteristics and club experience on customer loyalty, we have worked with industry expert, researcher and Associate Professor of Sport and Health Sciences at University of Exeter Dr. Melvyn Hillsdon to produce regular reports for the industry since 2006.
Our primary motivation for this is to help you better understand your members, so all our findings can be downloaded completely free of charge for you to read and apply. We are of course very happy to share our extensive experience should you need support once you have read our research.
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?