Actionable feedback to improve retention
Understanding reasons for cancellations can be difficult to understand if the information isn't logged properly. To help bring more clarity to member churn, we've introduced cancellation reasons for unlimited memberships.
Staff can now add a cancellation reason when scheduling a cancellation for members unlimited membership.
What's New?
Cancellation Reasons Flow: When processing a cancellation for a restricted or unlimited membership, you will now be prompted to select from one of 7 cancellation reasons.
Cancellation Reasons Tab: A new cancellation reasons tab is added to the lost members report. This tab displays a graph indicating cancellation reasons selected from churned members.
How do I add a cancellation reason?
- Locate your member's profile from the 'Clients' list or use 'Global Search' to search for the individual member
- Once you've located the member, click on their name
- From their member profile, click on the 'Membership' tab
- On the active membership, click the 'Actions' button
- From the 'Actions' button drop-down menu, click the 'Cancel Membership' button
- Choose a date for the membership to be cancelled
- Click 'Confirm membership cancellation'
- Select from one of the 7 cancellation reasons within the pop up that appears.
- Click 'Submit' and that cancellation reason will then be logged.
NOTE: Cancellation reasons are available as dictionary keys and can be edited for customers on eligible plans.
Why This Matters:
These enhancements empower you to better understand why members are churning and capitalize on opportunities to build and grow. By automating the process for intaking cancellation reasons and providing aggregate insights, we’re reducing manual effort and saving you time.
- Improved Offerings: Optimize operations and class schedules based on recurring cancellation reasons.
- Actionable insights: Gain more visibility into staff training opportunities.
- Increased Bottom Line: Improve retention with existing and future customers.
For more information, please click into the knowledge base article here.
Let us know what you think!