That’s about what I thought it would be


That’s fewer than I expected – what if they


don’t have classes I like, or the classes I do like are on at times when I can’t get here?


2 5


What do they mean by


other mind-body classes – do they mean yoga, would I like them, are they on at times when I can go?


8 does your bar sell? 10 What coffee 11 We have Costa Coffee


So realistically I could do two mornings and the weekend,


but at the weekend I like to lay in bed – would I want to get up and do a class?


15


So I could do two to three classes a week, and it’s £60 a month


17


£7.50 a class for group cycling may seem expensive, but in their eyes it’s the same as paying £60 a month for membership of a club they use just twice a week. These members also report a greater


sense of connectedness with the club, owners and staff, where the vibe is “less corporate and more passion”.


Bottom line cost Meanwhile, with the growth in low-cost facilities, experienced members are revising their views of what constitutes


November/December 2013 © Cybertrek 2013 9 OK


That’s good – I can do my class, get a coffee and go to work


12 16 OK


That’s £5 per class and I could get my coffee two mornings a week


18


value for money. Among members for whom relaxing post-workout and socialising are of less importance, the fitness products themselves are being compared like-for-like. In this equation, the low-cost operators do well, as many are seen to be offering the same products as the middle and premium markets. In fact, respondents felt some low-cost facilities offered a greater variety of products for a much lower price. Nevertheless, there were some


challenges for low-cost facilities, with MEMBER


Manage processes to improve retention


Fully automated email and SMS


NPS SURVEY+


Collect customer feedback to fuel growth in your business


TRP provides us with valuable products which have been fully integrated into our fi tness experience – helping us defi ne how we deliver and monitor


customer service. Tiff eny Cutts Digital Fitness Development Manager, Everyone Active


How many pilates classes do you have?


6


I’m able to afford that 3


INCREASE VALUE FOR YOUR MEMBERS USING:


How can we help you delight your customers?


www.theretentionpeople.com 0845 621 2001


43


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