Before You Begin
- The default setting is Rolling 30. This is a brand setting and not something that can be changed for an individual location or group of locations. If you are part of a larger brand, the corporate team has set which setting the dashboard is displaying. In that case you will need to request from your corporate team that we change the entire brand.
- Learn more about the Membership Units module here.
- The Membership Units module is located on the My Dashboard page.
- Permission access needed is 'Membership Units Module'.
- If your membership values are not comparable to ClubReady learn why with our Membership Count Differences article.
Knowing the rate of members leaving your business is a key metric to understanding the health of your business. Attrition is basically a metric that measures how many members are leaving your business over a set period of time. A higher attrition rate means you need to back fill those members more quickly. A lower attrition rate usually means your members are happy with your services. This metric is one of those numbers that you want to see go down or stay low.
There are two different ways iKizmet can calculate your Attrition rate.
Rolling 30: Every day we will look back at the number of members from 30 days ago. That is the starting point of the calculation. Then we will see how many of those members have cancelled. We will then divide the number of cancels by the number of members fro 30 days ago. Using this method the Attrition rate will usually be constant throughout the month.
Monthly: The calculation is exactly like we use to determine the Rolling 30 rate. The difference is where we look to the member count. This starting point we will always be the number of members on the last day of the previous month. The window for the cancel number of cancels is smaller so that number will be less. When a brand has this setting turned on, their rate will start small at the beginning of the month and increase until the last day of the month. Then on the first of the next month, it will reset and be lower again.
Examples for June 11
Rolling 30: 10% = 21/210 (Of the 210 Members starting on May 12, 21 have cancelled)
Monthly: 2.8% = 6/211 (Of the 211 Members starting on May 31, 6 have cancelled)
Frequently Asked Question
Q: Why doesn't the "Cancelled Memberships" number match the cancellations in my attrition rate?
A: These two numbers count different groups, so it's normal for them to differ. "Cancelled Memberships" is the total number of cancellations that happened during the period; every cancel, no exceptions. The cancellations used in the attrition rate only count members who were already in your starting base (the member count from the last day of the previous month, or 30 days ago for Rolling 30), because attrition measures the share of the members you started with that you lost. So if the tile shows 34 cancels but the attrition rate is based on 31, the 3-member difference is people who joined and cancelled within the same period (or reactivated and cancelled again in-month). They're real cancellations, so they appear in the Cancelled Memberships total, but since they weren't part of the starting base they don't count toward the attrition rate.