Churn Risk Scoring Engine

The Churn Risk Scoring Engine computes a daily risk score for every member in your gym. Scores are pre-computed each day and displayed on the Owner Console Risk Dashboard, giving you a clear picture of which members are most likely to cancel their subscription.

Risk Levels

Each member is assigned one of four risk tiers:

Level	Meaning
Low	Member is active and engaged — no action needed
Medium	Early warning signals are present — worth monitoring
High	Multiple risk factors are stacking up — consider proactive outreach
Critical	Member is at immediate risk of churning — intervene now

How Scores Are Calculated

The engine evaluates five signals for each member every day:

1. Session Attendance Trend

Tracks how often a member logs training sessions and whether that frequency is increasing, stable, or declining over recent weeks. A downward trend is a strong churn indicator.

2. App Engagement Events

Measures in-app activity including logins, content views, and other interactions. Members who stop opening the app are significantly more likely to cancel.

3. Habit Compliance

Monitors adherence to assigned programming and any daily habits set by the member or their coach. Low compliance correlates with disengagement.

4. Subscription Age

Applies a tenure-adjusted risk weighting. Newer members carry a higher baseline churn risk, particularly in the first 30–90 days of their subscription.

5. Support History

Factors in open support tickets, complaint frequency, and unresolved issues. Members with unresolved problems are at elevated risk regardless of their engagement metrics.

Scoring Schedule

Scores are recalculated once per day. The Owner Console Risk Dashboard always reflects the most recently completed scoring run. There is no manual trigger — the engine runs automatically on a daily schedule.

Owner Console Risk Dashboard

The Risk Dashboard is the primary interface for churn risk data. From the dashboard you can:

View all members alongside their current risk tier (Low, Medium, High, or Critical)
Sort and filter the member list by risk level to prioritise outreach
Spot tier changes — members whose risk level has increased since the previous scoring run are highlighted

Accessing the Dashboard

Log in to the Owner Console.
Navigate to Dashboard → Risk.
The member risk table is displayed with the latest scores.

Recommended Actions by Tier

Risk Level	Suggested Action
Low	No action required
Medium	Schedule a check-in or send an engagement nudge
High	Direct coach or owner outreach; review programming fit
Critical	Immediate personal contact; consider retention offer or programming review

Notes

Scores are computed per-tenant — members from different gyms are never compared against each other.
The scoring model uses all five signals together; no single signal alone will push a member to Critical.
Historical score data is retained so you can track a member's risk trajectory over time.