How To: Read Your Memberships Data Analytics

What does the memberships analytics show me, what does the retention data table show me, and why does it matter?

Overview

The Analytics > Membership section displays a running total for active memberships set up in Services and Products > Programs as well as the status changes and retention rates of those active registrations.

 


Why Does it Matter?

The Analytics > Memberships section gives quick data to you about monthly status changes to membership registrations. This data can give insight into whether specific months had higher cancellations or holds; can show a quick view of that month’s net gain on registrations, indicating a net gain on income; and can show how well your studio is doing at keeping your current members.

 


 

Permissions and Accessibility

Staff Access

  • Admin

    • Can be specified in the account holder’s My Account > Users and Permissions > Click admin member > Dashboard.

    • If “Active Members” in this section is unchecked, admin will not see the membership registrations table, but will see the retention table

    • If “Retention” in this section is unchecked, admin will not see the retention table, but will see the membership registrations table

    • If both are unchecked, admin will still see the memberships section, but will not see any tables

  • Managers

    • Can be specified in the account holder’s My Account > Users and Permissions > Click manager member > Dashboard.

    • If “Active Members” in this section is unchecked, managers will not see the membership registrations table, but will see the retention table

    • If “Retention” in this section is unchecked, managers will not see the retention table, but will see the membership registrations table

    • If both are unchecked, managers will still see the memberships section, but will not see any tables

  • Staff

    • No Access

 

Memberships uncheck dashboard

 


Table Views

This table has one view: Active Members, which shows a running total of active members and number of status changes per month. These statuses include: “New,” “Hold,” “Resumed from Hold,” “Cancelled/Completed,” and “Deleted.” The table also includes a net gain row which is calculated as:

 

Total “New” registrations - total “Hold” registrations - total “Cancelled/Completed” registrations = Net Gain

 

You should be able to scroll back as far as 34 months.

 

Memberships view

 

Click the plus :plus: button to see the total based on each program offered and registered. You can also see a simple “total” view of each status, or click the :plus: button to see which programs had the status change. Only statuses that have had a change will be expandable.

 

Memberships Drop Down

 

As a note, transferring a member will adjust the membership numbers per month in Total but will not effect New, Cancelled/Completed etc.

Members On Hold

You can also see a current count of how many members are on hold. Clicking this link with redirect you to the All Customers > Program Participants list filtered with the status of “On Hold.”

 

Members on Hold

Retention

The Retention table shows a trend rate of cancellations that occur at different increments. This means the table shows you which programs are most likely to have cancellations after a specified amount of months. This includes cancellations that occur after:

  • 0-3 months

  • 4-6 months

  • 7-9 months

  • 10-12 months

  • 13-15 months

  • 16-18 months

  • 19-21 months

 

You can see a simple total view of the member cancellation trend, or click the :plus: button to see the trend by individual programs. Use that data to cater to that particular program and improve your business and retention rate!

 

Screenshot 2023-11-07 165915

 


FAQs

  1. What is the difference between “Total” and “New”?

    • Total active members is a running total of all active members regardless of when they registered. New active members only indicates how many members registered that month.

  2. How do I differentiate how many members cancelled vs how many completed their program?

    • Currently, the only way to differentiate these statuses is to go to All Customers > Program Participants, then filter by status “Cancelled/Completed” and scrolling to the right of the table or exporting to see the specified status column, which will list either “Cancelled” or “Completed.”