Report Refresh: The Churn Report is refreshed on the 3rd of each month and uses data from the previous month to generate the scores.

Check-Ins Matter: Accurate and complete check-in data is critical for predicting churn. If your gym doesn't track check-ins consistently, members might receive higher churn scores than they otherwise would.

Churn Risk Score: Only members with at least a 40% chance of churning will appear on the report. The members are listed from High to Low Risk of churn.

You can access the Membership Churn Report through the Reports section of your Core dashboard.

It’s important not to use this report as a tool to interrogate your members about their habits, but rather as an **indicator** to help guide your approach. This report is designed to highlight members who may need more engagement or support based on their activity.

A High Score Doesn't Guarantee They're Leaving: A member with a high churn score isn’t necessarily planning to cancel their membership. The score is based on their usage data and other patterns. Breaks due to holidays, family commitments, or inconsistent check-ins could lead to a higher score, but don’t always indicate a member's intent to leave.

Consistent Check-Ins Matter: Members who don’t consistently register or check in could trigger higher churn scores. (Hint: If they don’t check themselves in, you can check them in manually to keep their activity history accurate.)

Review the Report: Use the churn report as a way to focus your attention on high-risk members.

Connect with Members: Reach out to members with a high churn score, but don’t make it about their usage habits. Instead, leverage your **soft skills** to connect, review their plans, and explore how you can support them better.

Make Notes: Keep notes about your interactions with these members and any adjustments you make to their membership or plan.

Check-in frequency: The report will increase the likelihood of member turnover if there hasn’t been any check-ins in the past 7 days, and also if it detects a decrease in number of typical checkins in the past month compared to the 3 months before.

Cancelled Class Reservations in the last 7 and 14 days: This indicator will receive a high score depending on the number of class cancellations in the last 7 and 14 days

Number of transactions in the previous six months: Members with a low number of transactions in the last six months will score high for this factor (either through long pauses or fewer purchases apart from membership)

Number of refunds in the last month: Members with at least one refund in the last month are likely to score high in their probability of turnover.

How recently they've joined the gym: Our data shows that the longer a member has been at your gym, the more likely they are to stay - new members will score high here, and your ability to nurture the experience for new members will make this score decrease with time.

Plan page viewed in Member App: This reason will show up when a member has seen the “Plans” page in the Member App for a number of days in that month.