1. 2011 Loyalty Research

2. Key Findings Top areas of critical success (maintain) for retention, referrals & driving member value:  Item 27  Item 32  Item 23 Top areas of critical shortfalls (improve) for retention, referrals & driving member value:  Item 13  Item 9 Copyright 2011, FPA Research Center

3. Key Findings Top areas of non-critical success (overkill) for retention, referrals & driving member value:  Item 26  Item 25 Top areas of non-critical shortfalls (low priority) for retention, referrals & driving member value:  Item 5  Item 12  Item 16  Item 19 Copyright 2011, FPA Research Center

4. Value Drivers Copyright 2011, FPA Research Center

5. Drivers for Referrals Copyright 2011, FPA Research Center

6. Renewal Drivers Copyright 2011, FPA Research Center