Churned Accounts Report
Posted by
Support Team
on
October 31, 2024
— Updated on
October 31, 2024
With Exercise.com’s Gym Management Software, you can use the Churned Accounts report to review cancellations on your platform with ease.
This guide will walk you through the Churned Accounts report, including the difference between Churn Events and Churn Conditions, and how the time frame that you select applies to each filter.
1. Go to Reports -> Clients -> Churned Accounts report
You can find the Churned Accounts report under the Clients tab on the Reports page. The goal of this report is to help you review any accounts that downgraded or cancelled your service during the time frame you select.
2. Choose your Churn Event(s).
To use this report, you must select at least one Churn Event that happened during the time frame you select.
This could be a cancelled subscription, package expiration, removal from the Clients list, or removal from a group membership.
You can select multiple Churn Events, and the report will show any account that experienced any of the events you select.
3. Choose your Churn Conditions.
Next, you need to set your Churn Conditions. This is what helps you avoid false positives in the report. The report results will include accounts who match ALL of the Churn Conditions you select right now.
If you set “No Current Active Subscription” as a Churn Condition, only accounts that have no subscription active at the time you run the report will be included in the results.
If you select multiple Churn Conditions, the report will only return accounts that meet ALL of the conditions you choose.
4. The “No Charges” and “No Booked or Scheduled Visits” Churn Conditions also use the dates you select.
Please Note: the “No Charges” and “No Booked or Scheduled Visits” are the only Churn Conditions that will change based on the date range you select.
The other Churn Conditions are based on the current account status rather than a specific time frame.
5. Click “Dashboard Plans Exercises Groups …”
For our example, we will look at all accounts who cancelled a subscription or had a package expire during the time frame we select.
For churn conditions, we only want to see accounts who don’t have an active subscription, have no active packages, and haven’t booked any sessions during the time frame.
6. Review the accounts that match your selected Churn criteria.
Generate your report, and you can review the accounts that match your selected Churn criteria.
7. The “Churned” column shows you the Churn Event(s) that qualified each account for this report.
The “Churned” column shows you the Churn Event(s) that qualified each account for this report.
This guide covered how to set your Churn Event and Churn Conditions to easily see who downgraded their membership on your platform during a given time frame.
Now you can track and reach out to your churned customers with ease!
