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Les Mills International
Les Mills International
Les Mills International
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UNITING THE WORLD OF FITNESS
Health Club Management

Health Club Management

Product innovation

Is there a relationship between fitness equipment uptime and member retention?

When it comes to after-sales service many equipment manufacturers talk about response times, first-time fix rates and the quality of their service engineers.

It's all important, but at Precor we long suspected a key aspect of member satisfaction, and therefore retention, was equipment uptime. Surely if an operator maintains their fitness equipment to a high standard it increases their member retention - ultimately impacting their bottom line profits? With no facts to support this, Precor partnered with leading research company Leisure-net to undertake analysis on the relationship between equipment uptime and member retention.

An industry first: research methodology

Precor supplied Leisure-net with the equipment uptime data of 68 participating customers across the UK, ranging from small independent gyms to large multi-site operators across a number of sectors, including education, hospitality and local authority. Leisure-net worked with the sites to conduct member satisfaction surveys and collate retention rates for a full operating year.

Higher equipment uptime equals better member retention The research looked at three factors; Net Promoter Score (NPS), member retention and equipment uptime. Unsurprisingly there was a positive correlation between NPS and retention, but what was more interesting was the positive correlation between equipment uptime and retention.

Looking at clubs within the upper quartile of equipment uptime compared with clubs in the lower quartile, Leisure-net concluded members at clubs with better equipment uptime stay, on average, three months longer than those at clubs where equipment might be out of operation.

“On average good equipment maintenance equates to a club keeping an extra 170 members at any one time,” says Mike Hill, director of Leisure-net.

A genuine opportunity for operators

“Precor sets an extremely high standard for service and maintenance as it’s imperative to our reputation,” says Justin Smith, head of UK at Precor.

“And the added revenue opportunity this research demonstrates should certainly not be ignored."

He adds: "If a gym retains 170 members a month at the average fee of £36 by keeping their equipment in good working order, this equates to an additional £6,120 per month - an astonishing £73,000 in yearly membership fees alone, not accounting for any additional secondary spend.”

For more information on Precor service contracts please call the Precor Service Team on 01276 404951 or email: [email protected].

Company Details
Precor UK
Through the continual development and provision of premium fitness products and services, Precor can help you to achieve greater member satisfaction and maximum commercial success. Precor is part of the Amer Sports Corporation, one of the world's leading sports equipment companies, with other internationally recognised brands including Wilson, Atomic, Suunto, and Salomon.
Address
Theta Building, Lyon Way, Frimley, Surrey GU16 7ER

World Headquarters (USA):
20031 142nd Avenue NE, P.O. Box 7202, Woodinville,
WA 98072-4002, USA. Tel: +1 425 486 9292
Telephone
+44 (0)1276 404900
When it comes to after-sales service many equipment manufacturers, including Precor, talk about response times, first-time fix rates and the quality of their service engineers.
739674_792190.gif

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Product innovation

Is there a relationship between fitness equipment uptime and member retention?

When it comes to after-sales service many equipment manufacturers talk about response times, first-time fix rates and the quality of their service engineers.

It's all important, but at Precor we long suspected a key aspect of member satisfaction, and therefore retention, was equipment uptime. Surely if an operator maintains their fitness equipment to a high standard it increases their member retention - ultimately impacting their bottom line profits? With no facts to support this, Precor partnered with leading research company Leisure-net to undertake analysis on the relationship between equipment uptime and member retention.

An industry first: research methodology

Precor supplied Leisure-net with the equipment uptime data of 68 participating customers across the UK, ranging from small independent gyms to large multi-site operators across a number of sectors, including education, hospitality and local authority. Leisure-net worked with the sites to conduct member satisfaction surveys and collate retention rates for a full operating year.

Higher equipment uptime equals better member retention The research looked at three factors; Net Promoter Score (NPS), member retention and equipment uptime. Unsurprisingly there was a positive correlation between NPS and retention, but what was more interesting was the positive correlation between equipment uptime and retention.

Looking at clubs within the upper quartile of equipment uptime compared with clubs in the lower quartile, Leisure-net concluded members at clubs with better equipment uptime stay, on average, three months longer than those at clubs where equipment might be out of operation.

“On average good equipment maintenance equates to a club keeping an extra 170 members at any one time,” says Mike Hill, director of Leisure-net.

A genuine opportunity for operators

“Precor sets an extremely high standard for service and maintenance as it’s imperative to our reputation,” says Justin Smith, head of UK at Precor.

“And the added revenue opportunity this research demonstrates should certainly not be ignored."

He adds: "If a gym retains 170 members a month at the average fee of £36 by keeping their equipment in good working order, this equates to an additional £6,120 per month - an astonishing £73,000 in yearly membership fees alone, not accounting for any additional secondary spend.”

For more information on Precor service contracts please call the Precor Service Team on 01276 404951 or email: [email protected].

Company Details
Precor UK
Through the continual development and provision of premium fitness products and services, Precor can help you to achieve greater member satisfaction and maximum commercial success. Precor is part of the Amer Sports Corporation, one of the world's leading sports equipment companies, with other internationally recognised brands including Wilson, Atomic, Suunto, and Salomon.
Address
Theta Building, Lyon Way, Frimley, Surrey GU16 7ER

World Headquarters (USA):
20031 142nd Avenue NE, P.O. Box 7202, Woodinville,
WA 98072-4002, USA. Tel: +1 425 486 9292
Telephone
+44 (0)1276 404900
When it comes to after-sales service many equipment manufacturers, including Precor, talk about response times, first-time fix rates and the quality of their service engineers.
739674_792190.gif

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Training provider, Premier Global NASM, has collaborated with PT management company, YOUR Personal Training (YPT),
Active IQ - the UK’s leading awarding organisation for the leisure sector - has partnered
Everyone Active has joined forces with EXi, the award-winning app which is a UKCA marked
Active IQ has won the Exporter of the Year award at the sixth annual FAB
Electrical muscle stimulation (EMS) Training will drive secondary revenue and increase PT penetration. It will
Life Fitness, the global leader in commercial fitness equipment, has announced the extension of its
Life Fitness (UK) Ltd
Life Fitness (UK) Ltd
Five-a-side soccer operator Fives has unveiled its inaugural Pinnacle Gym and announced the roll-out of
To provide franchisees with ongoing access to world-renowned, CIMSPA-endorsed, fitness and nutrition educational content, RISE
Fitronics’ brand The Retention People (TRP) has launched a new, improved version of its automated
The Laura Trott Leisure Centre has recently undergone a significant transformation thanks to recent investment
Luxe Fitness, a Bristol-based gym offering premium service at a budget price has partnered with
GLL and its app partner Innovatise (myFitApp) have today announced the Better UK App has
A £22 million redevelopment project will be unveiled at Grange Paddocks Leisure Centre, as part
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Greenvale Leisure Centre in Northern Ireland last month revealed its brand new 800sq m gym
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CEO of Orbit4, Daniel Jones, says: “There’s no reason traditional gyms and smart gyms can’t
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Featured supplier news: Precor reaffirms itself in premium sector with introduction of two new cardio range colours
Fitness equipment manufacturer Precor has launched two sleek new colours for its cardio range; Black Pearl and Storm Grey.
Featured supplier news
Featured supplier news: Tanita Body Composition Analysers help attract a more diverse customer base
Code Fitness is co-owned by Steve McClory and Luke Watson and was launched in 2013 to help more people achieve tangible fitness results.
Featured operator news
Featured operator news: Being active helps Parkwood Leisure customers save the NHS £16m
Parkwood Leisure, one of the UK’s leading public leisure facilities operators, helped prevent more than 7,000 cases of stroke, dementia, depression and type 2 diabetes in 2019, saving the NHS £16 million, a new social value report has shown.
Featured operator news
Featured operator news: Sporting heroes to officially open £22 million redevelopment at Everyone Active centre
A £22 million redevelopment project will be unveiled at Grange Paddocks Leisure Centre, as part of the official launch of the state-of-the-art centre.
Company profiles
Company profile: Active IQ
Active IQ is the UK’s leading Ofqual-recognised Awarding Organisation for the Physical Activity sector....
Company profiles
Company profile: EGYM UK Ltd
EGYM empowers gym operators to deliver a workout experience that supports their members' lifelong fitness ...
Catalogue Gallery
Click on a catalogue to view it online
Directory
Spa software
SpaBooker: Spa software
Architects/designers
Zynk Design Consultants: Architects/designers
Skincare
Sothys: Skincare
Red Light Therapy
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Wearable technology solutions
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Salt therapy products
Saltability: Salt therapy products
Exercise equipment
Matrix Fitness: Exercise equipment
Management software
Premier Software Solutions: Management software
Lockers/interior design
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trade associations
International SPA Association - iSPA: trade associations
Property & Tenders
Welwyn Garden City
Welwyn Hatfield Borough Council
Property & Tenders
Newport, Shropshire
Lilleshall Sports Academy
Property & Tenders
Diary dates
01-03 Feb 2022
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
07-10 Apr 2022
Exhibition Centre , Cologne, Germany
Diary dates
15-16 Jun 2022
ExCeL London, London, United Kingdom
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates
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