Introducing
Your new presentation assistant.
Refine, enhance, and tailor your content, source relevant images, and edit visuals quicker than ever before.
Trending searches
SARC4 XYZ of KPIs
1
KPIs, effectiveness
Delivering Health & Fitness
Member Communications
Intro
Mystery Shopping
E-learning
DataHub
Consultancy
Reporting / Analysis
Measuring
Retention
Measuring Retention
12 Month Retention
Improved New Member Journey 12 Month Retention still 52%
but additional £10k p/a
12 Month Retention
Better 12 Mth Retn, but faster drop-off
revenue same
52%
of members stay for 12 months or more
DataHub
Membership Attrition
Membership Attrition
Number of Members who leave, as a percentage of total members
UK average
6.2%
DataHub
Length of Membership
Length of Membership
Average Length of Stay: 10.8 months
delta
3.6mths
107days
Average Length of Membership: 14.4 months
Retention KPIs
FMVs
UK Average
6.6
First Month Visits
FMVs
Induction %
3 Visits or Less
New Member Journey Complete
More than 4 Visits
First Month Class Attendance
0 Visits!
Active %
This Week ~30-40%
Yesterday
Today
Interaction Count or %
6 months+ ~10%
Programme Reviews
Challenge Participation
Active Member %
Absentees & Leavers
Absentees
Count #
How many return within 10 days, or become dormant?
Count #
20% can go into "recovery" in a month
# Saves / Freezes
Easier to measure, and more relevant,
if you are communicating with absentees
LoM & value
Leavers
Leave Reasons
Staff
Effect
Inductions
More Inductions
Inductions
Fast Start Inductions
66% had induction/fast start
12 months later:
Induction - 64% still live
No Induction - 56% still live
Length of Membership:
Live - 12 months
Left (Ind) - 9 months (avg)
Left (NoInd) - 6 months (avg)
Value of Membership (£30pcm):
With Induction - £327
No Induction - £281
Value of Induction - £47
The KEY Interaction to keep active members active
1,200 programme reviews were offered...
Programme Reviews
Programme Reviews
Just under 200 had a review...
...others deferred review date
Instructors were:
Regardless, visit frequency increased by 1.5%
Simple
Varied
Inclusive
LetsMove Winners ('15, '16, '17)
816 participants!
~250 MOVEs / day
3,000,000 MOVEs
Challenges
KPIs:
- Participants
- Completions
Challenges
Member
Comms
Channels
Channels
Absent21 - Return within 10 days
SMS - 70%
Attrition x2!
"Where have you been?"
Weekly email - every Monday
email - 65%
post - 75%
Tips for successful member comms:
- Include call to action
- Interactive, e.g. surveys
- Comms journey
- Welcome, Congratulations
- Join Anniversary, Birthday
- High-Five surprise, etc
Phone - if you have the resource!
Surveys
Surveys
1-3
Instructor
Comments
Tony
Great!
A great driver for instructor feedback
Bruce
Thanks
Steve
OK
??
KPI is not just the score!
Instructor tips:
- Repeat your name
- Pre-empt the survey
Janet
none
Don't know
Henry
Good
Tony
none
Steve
?
Thanks
Tony
Waste of time
Mystery Shopping / Joining -
Invaluable feedback on
- inductions
- classes
- new member process
Can't remember
Thanks!
Don't know