What This Screen Does
This screen shows you how many members are leaving your gym over time, displayed as a percentage called the “churn rate.” Think of it like a health check for your membership base — if the churn rate is high, more people are cancelling, and if it is low, people are sticking around. The report draws a chart with one data point per month, and adds helpful reference lines for the median and average churn rates across the entire selected period.
How to Get There
Open the dashboard.
In the left-hand menu, click Insights.
Navigate to the Member Churn Report section.
You are now on the Member Churn Report screen.
Step-by-Step Guide
1. Select a Date Range
Use the From Date and To Date filters to define the period you want to analyse.
The chart will show one data point for each month within this range.
Pick a wider range (e.g. 12 months) to spot long-term trends, or a shorter range to focus on recent changes.
Filter | Required | What to Enter |
From Date | Yes | The start of the period you want to review. Pick a date from the date picker. |
To Date | Yes | The end of the period. Must be after the From Date. |
2. Filter by Membership Type (optional)
Use the Membership Type filter to narrow the report to specific membership types.
If you leave this empty, all eligible membership types are included.
Note: Only contingent, campaign, and personal training memberships are included in churn calculations. Guest and staff memberships are always excluded, regardless of what you select here.
Filter | Required | What to Enter |
Membership Types | No | Select one or more membership types from the dropdown. Leave blank to include all eligible types. |
3. Set Minimum Membership Length (optional)
Use the Minimum Length of Membership in Days filter to exclude very short memberships from the calculation.
For example, setting this to 30 means only members who have been signed up for at least 30 days are counted.
This helps you filter out trial sign-ups or accidental registrations that could skew the numbers.
Filter | Required | What to Enter |
Minimum Length of Membership (Days) | No | A number representing the minimum number of days a membership must have been active to be included. |
4. Select a Gym / Location
The report automatically uses the gym you have selected in the global gym selector at the top of the dashboard.
To view churn data for a different location, change the selected gym using the gym switcher.
5. Read the Chart
The chart is an area chart that plots the churn rate (as a percentage) on the vertical axis and the month on the horizontal axis.
Each point on the chart represents the churn rate for that specific month.
Two horizontal reference lines are drawn across the chart when data is available:
Blue line — Median: The middle value of all monthly churn rates in the period. Half the months are above this line, half below.
Orange line — Average: The arithmetic mean of all monthly churn rates in the period.
Comparing the median and average helps you understand whether a few unusually high or low months are pulling the numbers in one direction.
6. Hover for Details
Hover over any point on the chart to see the exact churn percentage for that month.
Values are formatted as percentages (e.g.
4.5%).
What Happens Behind the Scenes
You set filters (date range, membership types, minimum length)
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The selected gym is read from the global gym selector
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API call: getMemberChurnReport({ fromDate, toDate, membershipTypeIds, minimumLengthOfMembershipInDays })
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Server calculates churn rates per month for the selected period
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Server returns monthly churn data, median churn rate, and average churn rate
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Chart renders with one data point per month
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Median (blue) and Average (orange) reference lines are drawn on the chart
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Loading spinner disappears and the chart is displayed
Troubleshooting
“The chart is empty and I do not see any data”
Make sure the date range covers a period where your gym had active memberships.
Check that the selected gym actually has members. Switch to a different location using the gym selector if needed.
If you applied a Membership Type filter, try removing it to see if data appears with all types included.
The minimum membership length filter may be too high — try lowering it or removing it entirely.
“The churn rate seems unrealistically high”
Remember that churn rate is shown as a percentage. A value of 10 means 10% of members left that month, not 10 people.
Check if you have a very small membership base — with few members, even one cancellation can produce a large percentage.
Verify that the Minimum Length of Membership filter is set appropriately. Without it, short-lived trial memberships that end quickly can inflate the churn rate.
“I do not see the median and average lines on the chart”
These lines only appear when there is at least some churn data to display. If all months show zero churn, the lines are hidden.
Widen your date range to include months where cancellations actually occurred.
“The months on the horizontal axis are hard to read”
The month labels are rotated at an angle to fit more of them on the screen. This is normal behaviour.
If the labels are too crowded, try narrowing the date range so fewer months are displayed at once.
“The report is taking a long time to load”
A loading spinner is shown while the data is being fetched. Large date ranges with many membership types can take longer.
Check your internet connection if the spinner does not go away after a reasonable time.
Try selecting a shorter date range or fewer membership types to reduce the amount of data being processed.
“I changed the gym but the chart did not update”
The chart automatically reloads when you change the selected gym in the global gym selector. Give it a moment to fetch the new data.
If it still shows old data, try refreshing the page.
“I do not understand the difference between median and average”
The average adds up all the monthly churn rates and divides by the number of months. One very high or very low month can pull the average up or down significantly.
The median is the middle value when all months are sorted from lowest to highest. It is less affected by extreme outliers.
If the average is much higher than the median, it usually means a few months had unusually high churn that is pulling the average up.
“Guest and staff memberships are not showing up”
This is by design. The churn report only includes contingent, campaign, and personal training memberships. Guest and staff memberships are excluded from all churn calculations.
You can see this explained in the info tooltip (the small icon next to the card title).
“Members on hold are affecting my churn numbers”
Memberships that are put on hold do not count towards the churn rate. They are intentionally excluded from the calculation.
If you believe the numbers are still off, double-check that the holds were properly recorded in the system.