Keep members
Know who is leaving.
Before they have left.
Nerro scores every member of your gym, every day, and hands you the names in the order you should call them.
- Know who is slipping weeks before they stop paying
- Reach them by phone, or straight to their app
- See whether it actually brought them back
Retention
312 active membersNeeds a call
- Adil Zaman19 days agoHigh
- Sana KhanNeverHigh
- Hassan Raza24 days agoHigh
- Mahnoor Baig9 days agoMedium
- Fatima Ahmed11 days agoMedium
Example figures. The split, the reasons and the days since each member last came in are all real readings from your own check-ins.
Nobody cancels a gym membership. They just stop turning up.
There is no moment of decision to catch. A member comes three times a week, then twice, then once a fortnight, then not at all. By the time the renewal date arrives they left months ago, and the only thing that changed on your side is a payment that never came in.
Every one of those steps was already in your check-in data. Nobody was reading it.
Four things Nerro checks, every day, for every member.
Not a report you run. It happens on its own, and what comes out is a list of names in the order you should call them.
They come in less than they used to
The one that matters most. Nerro compares a member’s last three weeks against their own history, not against an average, so a regular who has quietly halved gets caught.
They joined and never showed up
Counted only after their first fortnight. People often sign up a few days before they intend to start, and a brand-new member is not a warning sign.
Their membership is nearly up
Weighted, not decisive. Expiring soon on its own is routine. Expiring soon while also slowing down is the combination worth a phone call.
They lapsed in the last ten days
Still worth chasing. Someone who left three days ago answers the phone. Someone who left six months ago is not a retention problem any more.
A member who trained three times a week for a year and dropped to once a fortnight still has a perfect lifetime average. That is exactly the member most systems never flag.
It tells you who, and it tells you why.
No score out of ten, no traffic light you have to interpret. Every name comes with the reason it is there, in words you can repeat on the phone.
Today’s watchlist
Sorted by urgency
- Adil ZamanMember for 14 monthsWas here 3 times a week. Now barely once.High
- Sana KhanJoined 21 days agoSigned up 3 weeks ago. Never came in.High
- Hassan RazaMember for 2 yearsMembership ran out 3 days ago.High
- Mahnoor BaigMember for 7 monthsRenewal is 5 days away, and she has slowed down.Medium
Example data. Your list is your own members, updated every time somebody checks in.
Then you reach them, however you like.
Send a message straight to their phone, or pick up the call with their name, their number and the exact reason already in front of you. Log what was said, and Nerro remembers.
Twelve automatic messages run in the background whether you do anything or not, including one that fires when somebody has not been in for a few days.
Logging a contact
Adil Zaman
Nerro now watches whether Adil renews, and counts this call as a win if he does.
And then it tells you whether any of it worked.
This is the part nobody else does. Plenty of software will hand you a list of members at risk. Nerro watches what happened next, and keeps your running score.
- members contacted
- 23members contacted
- renewed after contact
- 14renewed after contact
- success rate
- 61%success rate
- still inside the window
- 4still inside the window
A contact only counts as successful if the member actually renews inside a window you set. Over a few months this becomes the most useful number in the gym: how often reaching out is worth the time.
Figures shown are an illustration until your own gym has run for a few months.
What the research says
A conversation works. A blast mostly does not.
Researchers followed new gym members for a year and watched visits fall from 7.5 a month to 2.4 by month six. By month twelve only 22% were still turning up. What separated the ones who stayed was how often they came in early on, and whether they came at a consistent time.
A second review looked at what actually brings people back. The two most common tactics in the industry, reminder messages and discounts, moved attendance very little. What worked was setting a goal, reviewing progress, and talking through what is getting in the way.
So Nerro gives you both, and scores which one worked. The automatic messages do the easy, tireless part. The watchlist puts the conversation in front of you, and the outreach score tells you whether making that call was worth your afternoon.
Rand M, Goyder E, Norman P, Womack R (2020). Why do new members stop attending health and fitness venues? Psychology of Sport and Exercise, 51, 101771.
Rand M, Norman P, Goyder E (2020). A systematic review of interventions to increase attendance at health and fitness venues. BMC Public Health, 20, 1874.
Effect on attendance
- Problem solving1.45
- Goal setting1.37
- Pros and cons1.00
- Reminder promptssmall
- Discountssmall
Bars for the top three are Cohen’s d as published. The bottom two are shown at the size of the “small or trivial” band the review reported, not as exact figures.
We will show you who is already slipping away.
Bring your member list to the demo and you will see your own watchlist on the first call, not a sample one.