Retention Intelligence

Member engagement scoring & churn risk analysis

How are Engagement Scores & Risk Scores calculated?

Engagement Score (0-100)

Higher = more engaged. Measures how connected a member is to the gym.

Component Max Pts How It Works
Visit Frequency300 visits=0, 1-3=10, 4-7=20, 8-12=25, 13+=30
Recency15Last visit: 0-3 days=15, 4-7=12, 8-14=7, 15-21=3, 21+=0
Coaching20PT+Nutrition=20, PT only=15, Nutrition only=10, None=0 (Under 21: 15 baseline)
Retail10Purchases in 90d: 0=0, 1=5, 2-5=8, 6+=10
Tenure100-30d=3, 31-90d=5, 91-180d=7, 180d+=10
Payments100 failed=10, 1 failed=5, 2+ failed=0
Milestones5Placeholder (future enhancement)
76-100 Highly Engaged 51-75 Stable 26-50 At Risk 0-25 High Risk

Churn Risk Score (0-100)

Higher = more likely to cancel. Additive risk factors stack up.

Risk Factor Points Trigger
No Recent Visit30-4014-20 days=+30, 21+ days=+40
Low Usage5-200 visits/30d=+20, 1-3=+15, 4-7=+5
Failed Payment15Any failed payment in last 60 days
No Coaching10No PT and no Nutrition attachment (waived for under 21)
Early Tenure10Member for less than 60 days
PIF Expiring10PIF membership ending within 30 days
No Retail5Zero product purchases in 90 days
70+ Critical 50-69 High 30-49 Moderate 0-29 Low

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