What This Screen Does
This screen shows you how many members are leaving (or “churning”) each month, displayed as a percentage. Think of it like a health check for your gym’s membership — if the percentage is climbing, more people are cancelling than usual. The report draws an area chart over time so you can spot trends, and it marks the median and average churn rates across the entire period so you can see how any single month compares to the bigger picture.
How to Get There
Open the dashboard.
In the left-hand menu, click Insights.
Navigate to the Membership Churn Report section.
You are now on the Membership 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 only show months that fall within this range.
Pick a wider range (e.g. 12 months) to get a clearer picture of trends.
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, the report includes all eligible membership types: contingent, campaign, and personal training.
Guest memberships and staff memberships are never included, regardless of your selection.
Filter | Required | What to Enter |
Membership Types | No | Select one or more membership types from the dropdown. Leave empty for all eligible types. |
3. Set a Minimum Membership Length (optional)
Use the Minimum Length of Membership in Days filter to exclude very short-lived memberships from the calculation.
For example, setting this to
30means only memberships that lasted at least 30 days are counted.This helps you filter out trial sign-ups or accidental registrations that would skew the numbers.
Filter | Required | What to Enter |
Minimum Length of Membership (Days) | No | A number representing the minimum days a membership must have lasted to be included. |
4. Read the Chart
The chart appears as an area chart (a line chart with the area underneath filled in).
The X-axis (horizontal) shows months, formatted as
MMM yyyy(e.g. “Jan 2025”).The Y-axis (vertical) shows the churn rate as a percentage.
Each data point represents the churn rate for that specific month.
5. Check the Median and Average Lines
If there is data in the chart, two horizontal lines are drawn across it:
A blue line labelled Median — this is the middle value of all monthly churn rates in the period. Half the months are above it, half are below.
An orange line labelled Average — this is the arithmetic mean of all monthly churn rates in the period.
Use these lines to quickly see whether a particular month is better or worse than your typical performance.
6. Hover for Details
Hover your mouse over any point on the chart to see the exact churn percentage for that month.
The tooltip will display the formatted number.
7. Use the Info Tooltip
In the top-right corner of the card, there is an info icon (ℹ).
Hover over it or click it to read important notes about how the churn rate is calculated:
Only contingent, campaign, and personal training memberships are included.
Guest and staff memberships are excluded.
Memberships that are on hold (paused) do not count towards the churn rate.
What Happens Behind the Scenes
You set the filters (date range, membership types, minimum length)
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The system checks which gym is currently selected in the dashboard
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API call: getMembershipChurnReport({ fromDate, toDate, membershipTypeIds, minimumLengthOfMembershipInDays })
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Server calculates monthly churn rates for the selected period and gym
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Server returns: list of monthly churn rates, median churn rate, average churn rate
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Chart renders the monthly data as an area chart
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Median (blue) and Average (orange) annotation lines are drawn on the chart
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Loading spinner disappears and the completed chart is displayed
Troubleshooting
“The chart is empty — I do not see any data”
Make sure the date range covers a period where your gym had active memberships.
Check that you have the correct gym selected in the top of the dashboard. The report only shows data for the currently selected location.
If you filtered by specific membership types, try removing the filter to see if data appears for other types.
The chart intentionally hides itself when all values are zero. If no memberships churned in the period, the chart will appear empty.
“The chart is taking a long time to load”
Large date ranges with many membership types can take longer to process.
Try narrowing the date range or selecting fewer membership types.
Check your internet connection — if it is slow or unstable, the API call may time out.
If the loading spinner spins indefinitely, try refreshing the page.
“I do not see the Median and Average lines”
These lines only appear when there is actual churn data in the chart (at least one month with a churn rate greater than zero).
If all months show zero churn, the annotation lines are hidden because they would not be meaningful.
“The numbers look too high / too low”
Remember that guest and staff memberships are excluded from the calculation. If most of your memberships fall into those categories, the remaining pool may be small, which can make percentages swing dramatically.
Memberships that are on hold (paused) are also excluded from the churn count. If many members paused rather than cancelled, the churn rate will be lower than you might expect.
Check the Minimum Length of Membership filter — setting it too high will exclude short memberships and may change the result significantly.
“I changed the gym but the data did not update”
The report automatically refreshes when you switch gyms. Give it a moment — a loading spinner should appear while the new data is fetched.
If the data still looks the same, verify in the gym selector that the correct location is actually selected.
Try refreshing the page if the report appears stuck.
“The month labels on the X-axis are overlapping or hard to read”
The labels are rotated at a 45-degree angle to save space. If you have a very large date range, there may be many months on the axis.
Try narrowing the date range to show fewer months, which gives each label more room.
Zooming in on your browser (Ctrl/Cmd + scroll) can also help readability.
“I want to see the exact churn rate for a specific month”
Hover your mouse over the data point for that month on the chart.
A tooltip will appear showing the precise percentage value.
If you need to export or compare numbers in a spreadsheet, check whether your system offers a data export option elsewhere in the Insights section.
“I do not understand what churn rate means”
The churn rate is the percentage of active memberships that were cancelled during a given month.
For example, if you had 100 active memberships at the start of the month and 5 people cancelled, the churn rate would be 5%.
A lower churn rate is better — it means fewer people are leaving.
The median is the middle value when all months are sorted, and the average is the sum divided by the number of months. Together they give you a sense of what is “normal” for your gym.