Schedulous Glossary
At-Risk Members
Members showing behavioral signals that they may cancel soon, such as declining attendance or missed payments.
Definition
Members showing behavioral signals that they may cancel soon, such as declining attendance or missed payments.
Why It Matters
At-risk members are the ones your gym is about to lose, but has not lost yet. Identifying them early is the highest-leverage retention activity a gym owner can do. By the time a member requests cancellation, the decision is usually already made. The window to save them closed weeks ago.
Common risk signals include declining visit frequency, long gaps between check-ins, failed payments, and reduced engagement with classes or community features. No single signal is definitive, but a combination of signals creates a reliable risk score.
The key is turning identification into action. Knowing that 23 members are at risk is useless if no one follows up. The most effective gyms assign at-risk members to specific staff for personal outreach, whether that is a text, a call, or a conversation at the front desk.
Industry Benchmark
At any given time, 10-15% of your member base may be showing at-risk signals. Proactive outreach can save 20-40% of at-risk members.
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Related Terms
Monthly Churn Rate
The percentage of members who cancel their membership in a given month.
Learn morePayment Recovery Rate
The percentage of failed payments that are successfully collected after the initial failure.
Learn moreCost Per Lead (CPL)
The average amount you spend in marketing to generate one new lead.
Learn moreMember Lifetime Value (LTV)
The total revenue a single member generates over the entire duration of their membership.
Learn more