WW International, Inc.
ww.com ↗In their words
“Those referred by a friend have both a 20% higher retention rate and lose approximately 45% more weight by week 12 compared to other members”
“Average committed months were about 7.6 months and now it's increasing to 8.6 months”
“We're still seeing retention in the 10months range, approaching 10 months”
NPS disclosures (11)
And it's clearly important to our members, both clinical NPS and retention have improved significantly versus a year ago with both metrics meaningfully impacted by members' access to medication.
With our significant subscriber base, extensive database of former members, strong retention, solid NPS, positive customer perception, brand trust and clinically proven program, a significant opportunity lies before us, and we have the foundation,…
And so, these are just ongoing builds to helping our members be more activated, have more success, increases NPS.
And we have the -- we're looking at our customer satisfaction, our NPS and that's driving a lot of the acquisition is people just having a great experience with our program.
…beyond those the first 30 days also continued to trend positively with Q3 up approximately 13% year-over-year.NPS or Net Promoter Score as a measure of how likely our members are to recommend the program to a friend for our digital business also…
We don't want to impact NPS by driving a lot of people into the funnel who then have a poor experience because of supply issues.
And this product has incredibly high NPS, both for consumers and the clinicians because remember, both the supply and demand side here are important for a best-in-class experience.
But no, the NPS being up and the brand affinity being up is true across all of our cohorts.
Trends in NPS, which is a metric for customer satisfaction, are nicely positive for both our studio and our digital experiences across our geographic markets.
In addition, and as discussed on our last call, we are putting customer satisfaction at the heart of everything we do. With our proprietary and customized global Quail Track system, we are getting real time NPS data on our studios down to the individual…
We are putting NPS, which is a measure of customer satisfaction, the heart of everything we do. We have recently implemented a proprietary and customized global call-track system to get real-time NPS data not only at a studio level, but down to the…
Retention disclosures (12)
Retention rate (clinic): 7.5% (Q3 2024) — “we improve clinic member retention to 7.5 months in the third quarter from 6.5 months in the second”
Retention rate (referred by friend): 120% (Q3 2024) — “those referred by a friend have both a 20% higher retention rate and lose approximately 45% more weight by week 12 compared to other members”
Retention rate: 8.6% (Q4 2023) — “average committed months were about 7.6 months and now it's increasing to 8.6 months”
Retention rate: 10% (Q3 2023) — “we're still seeing retention in the 10months range, approaching 10 months”
Churn (non-activated vs activated members): 50% (Q4 2022) — “activated members churn at a rate that is roughly half of a non-activated member”
Churn (activated vs non-activated members): 50% (Q3 2022) — “activated members churn at a rate that is roughly half of a non-activated member”
Retention rate: 10.5% (Q3 2021) — “overall member retention now approximately 10.5 months”
Retention rate (Digital): 11% (Q2 2021) — “Digital retention, which is now nearly 11 months”
Retention rate: 10% (Q1 2021) — “Member retention continues at all-time high levels of over 10 months”
Weight Watchers partnerships could lead to improved customer retention through expanded offerings.
Retention rate (online): 9% (Q1 2016) — “Overall, member retention continued steady in Q1 at an average of nine months for online”
Retention rate (meetings): 8% (Q1 2016) — “Overall, member retention continued steady in Q1 at an average of eight months for meetings”
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.