Feature Summary: The Engagement tab in CourtReserve Pulse gives club administrators a comprehensive view of how actively members and players are participating in their club during any selected time period. It surfaces retention, growth, activity levels, and spending patterns in one place — without needing to cross-reference membership reports, booking history exports, or transaction summaries separately.

Use Cases:

The Engagement tab is organized into two areas: two rows of KPI cards at the top of the page, and a Players by Spend table below. The KPI cards give you a high-level read on membership and player health, while the Players by Spend table lets you drill down to individual player and member records.

Each KPI card displays the current value for the selected date range alongside a percentage change compared to the prior equivalent period. A green arrow indicates improvement; a red arrow indicates a decline. Hover over the info icon on any card to see its full definition and formula.

The eight KPI cards on the Engagement tab are your quick-scan indicators of member and player health. They are organized into two rows — the first row focuses on paid members, and the second row covers all active players regardless of membership status. Each shows the current value for the selected period alongside a percentage change compared to the prior equivalent period. A green arrow indicates improvement; a red arrow indicates a decline. Hover over the info icon on any card to see its full definition and formula.

Definition: Unique members with a paid membership active on the last day of the selected period.

Formula: COUNT of unique members with a paid membership active as of the period's end.

How it's Calculated: Snapshot taken at end-of-day on the period's last date. Excludes suspended memberships and free or complimentary cost types. Matches the Membership Status Report's "Active" column for the same date.

Why It Matters: Active Members is your core membership health number. It tells you how many paying members your club had at the close of the selected period. Because it is a snapshot at period end rather than an average, a single period's number may not tell the full story — but tracking it over time reveals whether your paid membership base is growing, holding steady, or shrinking.

For a small club, losing even two or three members in a month is meaningful. For a larger club, this number is most useful when compared alongside Member Retention and Member Growth Rate to understand whether any decline is due to attrition outpacing new signups or simply a slow enrollment period.

For example: Your club shows 28 Active Members for the last 30 days, down 18% from the prior period. Cross-referencing with Member Growth Rate and the Inactive Members table can help you determine whether that drop is driven by cancellations, suspensions, or a slowdown in new member signups.

Note: This metric reflects membership status only — a member who is active but has not visited the club recently will still be counted. Use the Inactive Members view in the Players by Spend table to identify paying members who are not using the facility.

Definition: Percentage of members active at the start of the period who remained active at the end.

Formula: (Retained Members divided by Starting Active Members) x 100.

How it's Calculated: New members who joined during the period are not included in the calculation. Plan changes and upgrades or downgrades are not counted as cancellations.

Why It Matters: Member Retention is one of the most important indicators of club health. Acquiring new members is more expensive than retaining existing ones, so a high and stable retention rate is a strong sign that your members are finding value in their membership. A declining retention rate is an early warning sign worth acting on before it compounds.

For a small club, even one or two cancellations in a period can move this number noticeably. For a larger club, tracking retention month over month helps you understand whether changes to programming, pricing, or the member experience are having a measurable effect.

For example: Your club has a Member Retention rate of 75.8%, holding steady at +0% compared to the prior period. That stability is reassuring — but pairing it with the Inactive Members table might reveal several members who are still active but barely using the facility, and therefore at elevated risk of canceling in the next period.

Definition: Average number of times active members participated in an activity during the selected period.

Formula: Total Member Participation Instances divided by Active Members.

How it's Calculated: Each session, day, or booking played counts as one. Canceled bookings and no-shows are excluded.

Why It Matters: Avg Activities per Member measures how engaged your paying members are with your facility. A member who books courts, attends clinics, and plays in leagues regularly is a retained member. A member who signed up months ago and rarely shows up is a cancellation risk. This metric tells you, on average, how active your membership base is.

For a small club, a high average activities number is a sign of a tight-knit, engaged community. For a larger club, tracking this alongside Member Retention helps you understand whether engagement levels are correlated with your retention rate — and whether programming changes are moving the needle.

For example: Your club shows an average of 13.8 activities per member over the last 30 days, up 6% from the prior period. That increase suggests your members are booking more frequently — which could reflect a new programming initiative, improved court availability, or simply a more active season.

Definition: New members joining during the period, expressed as a percentage of the starting member base.

Formula: (New Members divided by Starting Active Members) x 100.

How it's Calculated: Plan upgrades and downgrades are not counted as new memberships.

Why It Matters: Member Growth Rate tells you how quickly your paid membership base is expanding relative to its current size. A positive growth rate means you are adding members faster than you are losing them — assuming retention is stable. Tracking this alongside Active Members and Member Retention gives you a complete picture of the membership lifecycle.

For a small club, even adding two or three new members in a month represents meaningful growth. For a larger club, a declining growth rate over multiple periods may signal that your acq

uisition funnel — referrals, promotions, trial memberships — needs attention.

For example: Your Member Growth Rate is 12.1%, down 7% from the prior period. Combined with a stable retention rate, this suggests the membership base is not shrinking — but new member acquisition has slowed. That could prompt a review of your current membership promotions or onboarding experience.

Note: Plan upgrades and downgrades do not count toward this metric. Only net-new membership signups are included.

Definition: All unique players with booking or transaction activity during the period, regardless of membership status.

Formula: COUNT of unique players with activity during the date range.

How it's Calculated: Includes members, Public Booking users, guests, and drop-ins.

Why It Matters: Active Players is a broader measure of community engagement than Active Members. It captures everyone who interacted with your club during the period — not just those with paid memberships. This is particularly useful for understanding the full scope of your club's reach and for identifying whether non-member participation is growing alongside or independent of your membership base.

For a small club, a high Active Players count relative to Active Members suggests strong non-member engagement — visitors, drop-ins, and guests who may be candidates for membership conversion. For a larger club, tracking this trend over time helps you understand the overall health of your player community.

For example: Your club has 294 Active Players but only 28 Active Members. That ratio indicates that the majority of activity is coming from non-members — which could reflect a healthy open play or drop-in program, or it could signal an opportunity to convert frequent visitors into paying members.

Definition: Percentage of active players this period who also booked in the equivalent prior period.

Formula: (Players Active in Both Periods divided by Current Active Players) x 100.

How it's Calculated: Covers all player types, not just members.

Why It Matters: Repeat Booking Rate is a measure of stickiness — it tells you what percentage of your current active players were also active in the prior period. A high repeat booking rate means your players are coming back consistently. A declining rate may indicate that new players are cycling through without returning, or that previously active players are becoming less engaged.

For a small club, this metric helps you gauge whether your regulars are staying regular. For a larger club, a declining repeat booking rate across several periods is a prompt to examine whether your programming, pricing, or member experience is creating enough reason for players to return.

For example: Your Repeat Booking Rate is 62.9%, down slightly at -2%. That means roughly 63% of your current active players were also active in the prior period. The 37% who are new to this period's activity are worth monitoring — if they do not appear in next period's active player count, they did not return.

Definition: Average number of times active players participated in an activity during the selected period.

Formula: Total Participation Instances divided by Active Players.

How it's Calculated: Each session, day, or booking played counts as one. Canceled bookings and no-shows are excluded.

Why It Matters: Avg Activities per Player is the player-level equivalent of Avg Activities per Member. Because it includes all player types — members, visitors, drop-ins, and guests — it gives you a broader read on how frequently people are engaging with your facility, not just your paid membership base.

For a small club, a rising Avg Activities per Player alongside a stable or growing Active Players count is a strong sign of a healthy, active community. For a larger club, comparing this metric against Avg Activities per Member helps you understand whether members or non-members are driving the bulk of your activity volume.

For example: Your club shows 4.1 average activities per player, up 9% from the prior period. If Active Players held steady or declined slightly during that same period, the increase in average activities suggests your existing player base is booking more frequently — a positive engagement signal even without new player growth.

Definition: Players whose first-ever booking or transaction in CourtReserve occurred during the selected period.

Formula: COUNT of players with their first activity in the date range.

How it's Calculated: Based on activity history in CourtReserve. Players who were active at the club before CourtReserve was adopted will appear here when they first book through the platform.

Why It Matters: New Players measures the top of your engagement funnel — how many people are interacting with your club for the first time. Tracking this alongside Repeat Booking Rate and Active Players tells you whether new players are converting into regulars or dropping off after a single visit.

For a small club, new players are often the most direct result of word-of-mouth referrals, guest passes, or promotional events. For a larger club, a consistent flow of new players is important for offsetting natural attrition in your active player base.

For example: Your club added 33 New Players over the last 30 days, down 13% from the prior period. If that decline coincides with no scheduled open houses, guest events, or promotions during the period, it may simply reflect a quieter acquisition month rather than a structural problem. If the decline persists across multiple periods, it may be worth reviewing your new player acquisition efforts.

Note: Players who were regulars at your club before CourtReserve was adopted will appear as New Players the first time they complete a booking through the platform, even if they have been members or visitors for years.

The Players by Spend table ranks all players by total spend during the selected period. It is one of the most actionable tools in the Engagement tab — giving you a direct line from high-level engagement metrics down to individual player records.

Use the Players and Inactive Members toggle buttons at the top of the table to switch between the two views. The Players view is useful for understanding who your most engaged and highest-spending players are. The Inactive Members view surfaces members who are paying but not showing up — covered in detail below.

The table defaults to the Players view, which ranks all players with activity during the selected period by total spend. The table displays the following columns for each player:

Switching to Inactive Members changes the table to show members who are paying but not using the facility — a critical list for proactive retention outreach.

The Inactive Members view shows:

For example: A member showing 20 days inactive with a renewal date of June 1 and a monthly value of $100 is a high-priority outreach candidate. Clicking Send Email directly from the table lets you reach out without leaving Pulse.

Clicking View more on any player row opens a Spending Breakdown panel showing that player's total spend broken down by category — such as Misc. Fees, Membership, and Events — with a percentage share for each. Clicking into any category reveals the individual transactions behind that spend, including date, description, payment method, and amount.

For example: A player ranked third by spend at $292 may have their spending split across a gift card purchase ($135), a monthly membership fee ($107), and three event registrations ($50). That level of detail helps you understand not just how much a player is spending, but what they value most about your club.

All columns in the Players by Spend table can be sorted by clicking the column header. Individual columns also support filtering — clicking the filter icon on any column header opens a filter panel where you can set specific value conditions to narrow the list.

For example: Filtering the Activities/Week column to show only players with a value of 0 quickly surfaces players who have spent money at your club but have not had any recent activity — a useful list for re-engagement outreach.

Selecting players using the checkboxes on the left and then clicking Send Email in the top right corner allows you to send a bulk email to all selected players without leaving Pulse. The selection count is displayed next to the button so you always know how many players you have selected.

There are two ways to send email from the Players by Spend table:

Note: Checkboxes only appear next to players and members who have an email address on file in CourtReserve. Players without an email address on file will not have a checkbox and cannot be selected for bulk email.

For example: Select all Inactive Members with a renewal date in the next 30 days and send a targeted re-engagement email in a few clicks — no need to export a list, build a segment elsewhere, or switch to a different tool.

A Search bar at the top left of the table allows you to quickly find a specific player or member by name. This works in both the Players and Inactive Members views and is useful when you want to look up an individual record without scrolling through the full list.

The three-dot menu at the top right of the table includes a Download CSV option, which exports the current table view — including any active filters — as a CSV file for use in external tools. This option is available in both the Players and Inactive Members views.

The Engagement tab can be exported using the Export button in the top right corner of the page. Two formats are available:

The Players by Spend table also has its own independent Download CSV option via the three-dot menu, which exports the table data with any active filters applied.

This article is part of the CourtReserve Pulse series. See the full series below.