Analytics & insights · Member insights
Spot members at risk of leaving before they cancel
Churn risk flags paying members who have gone quiet for 30 days or more. Here's how the platform detects them and what you can do to win them back.
How churn risk is calculated
A member almost never cancels out of nowhere — they go quiet first. Your analytics flags this automatically: any paying member (not on free access) with no activity for 30 days or more is counted as churn risk. Activity means real usage — logging in, opening the site or watching a class.
You'll find the churn risk counter in the People view of your analytics, next to active, new and returning member counts. In the activity table below it, at-risk members carry a visible Churn risk tag, and sorting by 'dormant' puts the quietest members at the top.
What the status tags tell you
Each member in the table gets honest, rule-based tags: Very active for members with lots of sessions in the period, Active for anyone with at least one session, New user for members who joined within the last week, Inactive for 30+ days of silence, plus Trial and Paying so you always know who's paying you. Tags update as behavior changes — no manual bookkeeping.
Together the tags turn a raw member list into a retention to-do list: celebrate the very active, welcome the new, and reach out to the at-risk.
Turning insight into retention
Once you've identified at-risk members, act. Open any name to see their full profile — what they used to watch and when they stopped. From your Members page you can select groups and send a message or hand out a coupon as a win-back nudge. You can also ask your AI assistant (Benny by default — tenants can rename it) to draft a friendly check-in email for you to review before anything is sent.
A monthly habit works well: open the People view, sort by dormant, and spend ten minutes reconnecting with the five quietest paying members. Retention compounds — saving one member a month is a real revenue difference by year's end.
Good to know
- Members on annual plans can be silent for months and still renew — read churn risk together with their watch history before assuming the worst.
- Pair a win-back message with something concrete: a new class in their favorite style beats a generic 'we miss you'.
Related articles
See who's actually using your platform (People view)
The People view tracks real member sessions — logins, re-opens and watching — over 30, 60 or 90 days, with counts for new, returning and at-risk members plus a sortable activity table.
View a member's full activity profile
Every member's profile shows classes completed, active days, favorites, total training time, a six-month activity chart and detailed watch activity — everything you need before reaching out.