John Lai
Analyst · Piper Sandler.
Yes. Thanks for the question. This is John. So you're absolutely right. Sequentially, our membership base has been relatively flat. And that also is kind of in line with what we expected when we look at retail volume. And so for us, retail volume is the top of the funnel as we get more retail traffic in the door. We've proven that we can convert them at north of a 10% capture rate into membership. So really, for us, it's solving for this retail traffic and getting more retail customers in the door to increase our member base. I will say that when we look at utilization of our current member base, it's remained steady, and so the level of engagement has not waned. And we're also looking to deepen the relationship that we have with our members to improve that engagement level, primarily focused on how we onboard that new member which is a really critical time to establish a different habit of behavior. And we think that, that first 90 days is absolutely critical. Some additional color on UWC though and things that I think are important from a KPI perspective, our churn has remained steady at roughly 5%. So no uptick in churn, which is always a good thing. And when we look at the shape of that retention curve as our member base matures and they stay in the program longer, that churn rate decreases for those folks are staying longer. So for us, it's all about getting them in, getting them used to washing their car ideally once a week. And once we establish that behavior, they tend to stay in the program. So today, we're super happy. I think contextually, when you look at our member base, we're definitely in the upper quartile on an industry-wide basis with approximately 5,000 members per store for our mature stores. But we have a number of stores that have 7,000 members, a bunch of stores, that have 10,000 members. So it just emboldens us that we have organic growth inside of our existing customer base. And if I were just to zoom out for a second. When we think about the TAM for subscription, we think that the market is under subscribed and that there is a whole lot more potential for our industry to grow their membership base, and we look at other sectors like the gym space that has north of a 25% of the U.S. population belongs to some gym membership. And we think that, that customer parallels a carwash customer very closely. So to that end, that is what our potential is. So if we can double the TAM potential of our membership universe, that would be a really awesome tailwind for our business.