Retention

The Retention screen shows you whether your studio is keeping or losing members month over month, and flags who is at risk of leaving before they go. It's the medium-term view that complements the day-to-day dashboard.

Like all sensitive information, it's visible to the owner and staff (filtered by location according to each person's permissions; see Team and permissions).

How retention counts: by payment, not attendance

There's a key idea here: for Retention, a member is active in a month when they have an approved payment that covers that month, not based on whether they actually came in to train.

Each payment covers the plan's number of days, counted end to end: if someone pays for a quarter or a year at once, they stay active for every month that payment covers. This has useful consequences:

• A quarterly or annual payer counts as active in every paid month, without showing up as a false churn in the months in between.
• A member who leaves and comes back shows the real gap, and on return is not counted again as a new member.
• History is stable: past months don't change even if someone re-subscribes later or you edit a membership.

The month-by-month table

The table shows one row per month (most recent on top). You can choose how many months to look at (3, 6, 12 or all) and filter by location. Each row has:

• Active: members with a payment covering that month.
• New: members whose first-ever covered month is this one (real sign-ups).
• Renewed: active that month and the previous one.
• Left: active the previous month but not this one (churn).
• Retention %: of those active the previous month, what percentage renewed.

The percentage shows as empty (—) when it can't be calculated: in the oldest month of the range (no previous month to compare against) and in months when no one was active the month before. A real 0 % (there were members and none renewed) does show as 0 %, which is not the same as "—".

Breakdown by category

Clicking a month opens the detail: the list of names behind each number (who was active, who's new, who renewed and who left that month). It turns a number into action: who to call, who to thank, who to win back.

Retention by cohort

The cohort heatmap looks at retention from another angle: instead of asking how many members there were each month, it groups members by the month they signed up (their first covered month) and tracks each group over time.

Each row is a cohort (for example, "those who joined in January") and each column is a later month: M0 is the sign-up month, M1 the next one, M2 the one after, and so on. The value is the percentage of that cohort still active at each point:

• M0 is always 100 %: in its sign-up month, the whole cohort is active by definition.
• From there on, the percentage shows how many of that group still have a payment covering them. Reading a row left to right shows how fast each intake thins out.
• Each row runs to the current month, so older cohorts have more columns and newer ones fewer. Months with no sign-ups don't produce a row.

It's useful for comparing intakes: for instance, seeing whether members who joined during a specific campaign stick around more or less than those from other months.

At-risk members

Beyond the history, Retention tells you who is at risk of churning today. The system reviews your active members and computes a risk level from signals you're already recording, mainly:

• Hasn't come in for several days (no recent check-ins).
• Coming in less and less (their frequency over the last two weeks dropped versus the two before).
• Accumulating weeks without attending (see the weekly streak in Member management).
• Membership expiring in the coming days.
• New member (the first ~3 months are the highest-risk stage for dropping out).

From those signals, each at-risk member is assigned a medium or high level. Members with no risk and brand-new ones (first week) don't appear in the list.

On the screen this shows up in two places:

• The "At risk" card, with the total and how many are high and medium risk.
• The at-risk member list, sorted from highest to lowest risk, with each member's reason and a shortcut to their profile to act.

This list is computed on the spot, so it always reflects the current situation: if a member starts training again or renews, they stop appearing.

The list is internal: it's information for you and your team, and the member gets no notice for being on it. To act, you open the Retention screen and from there go to each member's profile or message them on WhatsApp (see Member communication). The only reminder the member does receive when they cool off is the weekly inactivity notice.