2008 Annual Meeting Key Statistics April 13, 2008.
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Transcript of 2008 Annual Meeting Key Statistics April 13, 2008.
2008 Annual Meeting Key Statistics
April 13, 2008
2
Program Statistics
Adult47%
Junior20%
Life4%
Family29%
Members: 726,993
Junior25%
Family12%
Adult58%
Life5%
Memberships: 582,639
Membership Growth 2006 vs. 2007**
0
100,000
200,000
300,000
400,000
Adult Family Junior Life
2006
2007
+1.5%
+4.7%
+9.9%
+0.8%
February 2008*
*Source: Business Objects 3/08
**Source: Business Objects: calendar year 2006 and 2007 data
3
Retention Rates Trend - New vs. Tenured Members
Slight decrease in retention in tenured members due to delayed impact of 2006 dues increase among 3 and 5 year members
However, retention efforts targeted to new members helped increase the new member retention rate by a full percentage point.
70.1%
45.3%
67.0%
46.8%
65.7%
45.7%
66.1%
45.1%
66.8%
44.2%
66.1%
45.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
2+Years Tenure 1 Year Tenure
2002
2003
2004
2005
2006
2007
Source: Business Objects: calendar year 2006 and 2007 data. Rates are for each calendar year as of 12/31.
Calculation = # of members who renewed/# of members who were due to renew
4
2006 and 2007 Section Retention Rates
30%
35%
40%
45%
50%
55%
60%
65%
70%
Inte
rmou
ntai
n
Haw
Pac
Mid
-Atla
ntic
Sou
ther
n
Mid
dle
Sta
tes
Nor
. Cal
.
New
Eng
land
Car
ibbe
an
Mid
wes
t
Pac
ific
NW
Nor
ther
n
Tex
as
MO
Val
ley
Sou
thw
est
So.
Cal
.
Eas
tern
Flo
rida
Int'l
2006 2007
National 60.7%
Source: Business Objects 3/08: calendar year 2006 and 2007 data as of 12/31.
Retention Rates by Section (Sorted by 2007 Retention Rate)2006 vs. 2007
There is up to a 10% variance in retention rates across Sections.
5
US Open
Total sales in 2007 were up due to optimal weather conditions – 2006 weather resulted in five canceled sessions and drop in memberships
sold
Upgrade premiums have little impact on decision to purchase a membership onsite
Source: US Open Reporting*2006 & 2007 Intro rate increased to $25
Intro Rate Adult Adult Adult Family Family Family Junior Junior Junior
$20 1-Year 3-Year 5-Year 1-year 3-year 5-year 1-year 3-year 5-year
2007 721 372 208 169 91 51 56 176 73 57 9 1,983 +52%
2006 386 356 127 99 74 53 29 123 32 19 7 1,305 -33.70%
2005 525 475 235 144 103 66 54 137 75 75 79 1,968 -7.60%
2004 956 392 310 65 70 57 13 155 61 15 37 2,131
Life Total Variance
2004 – 2007 US Open BoothMemberships Sold by Member Type
6
2007 New Memberships Acquired
Continue to enjoy growth in five year memberships across product types
Source: Business Objects 3/08
0
10,000
20,000
30,000
40,000
50,000
60,000
Intro Adult 1 Family 1 Junior 1 Junior 3 Junior 5
2004
2005
2006
2007
New 1 Year Memberships
New 3 and 5 Year Memberships
0
1,000
2,000
3,000
4,000
5,000
6,000
Adult 3 Adult 5 Family 3 Family 5 Junior 3 Junior 5
2004
2005
2006
2007
7
2007 Renewals Processed
Similar to new memberships, continued growth in five year memberships across product types
Source: Business Objects 3/08
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
Adult 1 Family 1 Junior 1
2004
2005
2006
2007
Renewal – 1 Year Members
Renewal 3 and 5 Year Members
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
20,000
Adult 3 Adult 5 Family 3 Family 5 Junior 3 Junior 5
2004
2005
2006
2007
8
DRTV Orders by Section
All Sections benefit to some extent from National TV coverage. A total of 12.8% of DRTV order in 2007 came from the Southern section.
Source: Business Objects 3/08: calendar year 2006 and 2007 data
0
200
400
600
800
1,000
1,200
Total DRTV Orders by Section 2006 vs. 2007
2006 18 7 7 74 142 165 173 135 308 274 280 384 294 502 460 564 579 820
2007 20 25 26 85 134 167 168 184 326 339 346 372 377 527 556 557 651 1,005
Int'l Caribbean Haw. Pac. Northern Southwest MO Valley Pacifi c NWInter-
mountainNo. Cal. Middle States New England Texas Mid-Atlantic Florida Midwest So. Cal. Eastern Southern
9
2007 Acquisition Mix
Direct Mail remains the largest marketing “channel” for new member acquisition.
Source: Business Objects 3/08
2007 Total New Memberships by "Channel"
13,656
6,576
1,9831,376 1,176 706 145
-2,0004,0006,0008,000
10,00012,00014,00016,000
Dire
ct M
ail
DR
TV
US
Ope
nB
ooth
Take
-One
s
Clu
b-Ta
ke-
One
s
Mem
ber
Eve
nts
Blu
e an
dW
hite
App
licat
ion
10
2007 Call Center Statistics
Source: PRC, Pittsburgh 12/31/07 Report
Note: This report contains disposition reasons for each call coming in The disposition is the last description the agent uses to close the call. It describes the end result of the transaction.
Calls handled by Customer Service Agents have decreased 15% as more Members go to the Web and IVR to self-service their membership account.
– 68% of new memberships are processed through the web– 43% of renewals are processed through the web and IVR
Call Reasons 2006 2007 %Change
US Open 1,176 768 Down 53%
Account Maintenance 17,845 12,952 Down 38%
Web Help 2,266 1,733 Down 31%
Membership 120,785 92,876 Down 30%
Payment Inquiries 905 761 Down 19%
Membership Inquiries 25,464 23,073 Down 10%
Case Management 24,853 23,384 Down 6%
Other (misc & pswd rqst) 36,514 40,338 Up 9%