This Report ....................................................................................................3
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IHRSA Welcome Letter ............................................................................................2
About
Why Invest in Club Cleaning? ................................................................................4
Where’s the Dirt?......................................................................................................6
Retaining Members: A Top Priority for Club Management............................7
The Effect of Cleanliness on Usage and Non-Dues Revenue ........................8
Creating a Clean Club Culture ................................................................................9
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Appendix..................................................................................................................12
AboutthisReport:
In June 2008, IHRSA launched a research were members of a health club for three or We would like to extend our gratitude
program to explore the ways in which more years. The health club staff sampling to these operators and consultants for
perceptions of health club cleanliness have included 153 owners, 302 managers and assisting us in this research. Their insight
become an important part in retaining 46 non-management-level employees. into the topic of health club cleanliness is
members. This report also presents the information extremely valuable, and their dedication
Specifically, we wanted to understand gathered during interviews with operators to the industry is outstanding.
how club cleanliness affects member usage, at the following companies:
retention and in-center spending. This a73 ACAC Fitness & Wellness Centers, A note about data presentation:
research project—which includes an online Charlottesville, VA – Karen Melcher, Unless otherwise noted, the degree scales
survey of health club members and health Member Services Director include the top two options and bottom
club staff, along with a series of interviews a73 Aerofit Health & Fitness, Bryan, two options. For example, when the word
among club operators—finds that members TX – Kathy Langlotz, General Manager “clean” is used in reference to degree
are indeed more likely to renew, recommend & Co-Owner of cleanliness, clean is defined as the
and increase the use of fee-based services a73 Cherry Hill Health & Racquet Club, total frequency of those who reported
and programs when they perceive the club Cherry Hill, NJ – Brian Kosa, General “extremely clean” plus those who reported
to be clean. Manager “somewhat clean.”
This report presents the findings of a73 Club Industry Consulting, Highland IHRSA Research and GOJO Industries
our online surveys of 600 U.S. health club Village, TX – Stephen Tharrett, Principal developed the hypotheses for this research
members, 495 health club staff, and in-depth a73 Fayetteville Athletic Club, Fayetteville, jointly. GOJO Industries funded the research
interviews with leaders of health club AR – Bob Shoulders, Owner and publication for our findings, and we
companies across the country. Of the 600 a73 Midtown Tennis Club, Chicago, would like to acknowledge Mike Hanes,
U.S. health club members surveyed online, IL – Michael Mahoney, Vice President & Louise Minor and Jillian Hughes for their
201 were members who had joined their General Manager contributions and support. At IHRSA, Melissa
first club within the past six months; another a73 Planet Fitness, Durham, NH – John Rodriguez and Katie Rollauer managed the
190 were members who had recently quit Craig, Marketing Director project and wrote this report.
a club in the last six months and rejoined a73 World Gym Wantagh, Wantagh,
another club; and the final 209 consumers NY – David Stemplar, General Manager
2008 IHRSA’s Guide to Health Club Cleanliness 3
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