See how many members you gained and lost each day, and whether your member base grew overall. Spotting a rise in lost members early gives you time to plan offers that win them back before your regular visitors drop off.
The permission required to open this report is Can access Guests reports. The administrator and manager roles have this permission enabled by default.
Open the report
To check your membership growth:
From Venue Manager, go to Reports > All reports.
Search for and select Membership Growth.
From an HQ account, the report is in the Guests section of All reports. Choose one venue under Venue Name to see that venue's growth. The report shows one venue at a time. At HQ, you need the Can access guests reports permission.
Filter the report
Choose the period you want to check (eg last month), and the report shows each day in it.
Filter | What it does |
|---|---|
Date selector | Shows the days in the date range you choose. To learn how, see Choose a date range in the guide Filter, customize and download a report. |
Venue Name | HQ accounts only. Shows the venue you select. |
To download this report, see the guide Filter, customize and download a report.
How the report counts members
Knowing what counts as a gain or a loss helps you read a sudden change correctly. The report counts a membership as active while its status is Current or Pending Cancellation, and also Pending Pause or Paused if your venue pauses memberships (beta).
A membership counts as new on the day it becomes active (eg the day a membership bought for a future start date becomes Current).
A membership counts as churned on the day it stops being active (eg it moves to Terminated, Expired or Declined Payment).
A status change between two active statuses doesn't count (eg Current to Pending Cancellation).
The same membership can count more than once in a period. For example, a member whose payment is declined counts as churned that day, then as new on the day their payment goes through.
To learn what each status means, see the guide Membership status.
What the report shows
Use the totals to see your net change for the whole period, and the rows to find the days it happened. Each row is one day, in date order, and every day in your date range has a row, including days with no changes.
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The totals at the top cover the date range you select.
Total | What it shows |
|---|---|
New Members | The number of memberships that became active in the period. |
Churned Members | The number of memberships that stopped being active in the period. |
Growth | New members less churned members. A negative number means you lost more members than you gained. |
The columns show each day.
Column | What it shows |
|---|---|
Date | The day, in your venue's time zone. |
New Memberships | The number of memberships that became active that day. |
Churned Memberships | The number of memberships that stopped being active that day. |
Membership Growth | New memberships less churned memberships for that day. |
Check whether your member base grew
Comparing gains and losses month by month shows whether your membership offers are bringing in more members than you lose.
Choose a date range that covers one month (eg last month).
Check Growth at the top of the report.
A positive number means your member base grew that month. A negative number means it shrank, and the rows show which days the losses came from.
Find out who left on a given day
When one day shows more churned memberships than usual, the Membership Status Log report names the members behind it.
Note the date with the high number in Churned Memberships.
Open the Membership Status Log report and choose that date.
Under New status, select Terminated, Expired and Declined Payment, then select Apply filters.
Each row shows a member who left that day and the status they moved to.
To see why members cancel, see the guide Membership Cancellations report.
FAQs
Why does an upgrade show as a churned membership?
When a member upgrades or renews, their old membership ends and a new one starts. The old one counts in Churned Memberships and the new one in New Memberships, usually on the same day, so Membership Growth doesn't change.
Does a declined payment count as a lost member?
Yes, from the day the membership moves to Declined Payment. If the payment then goes through and the membership returns to Current, it counts as new on that day. To follow up these members, see the guide Membership Status Log report.
When does a canceled membership count as churned?
On the day it moves to Terminated. A recurring membership canceled for a future date stays in Pending Cancellation until then, and the report still counts it as active.
Why doesn't New Memberships match the number of memberships I sold?
New Memberships counts the day a membership becomes active, not the day it was bought. A membership bought for a future start date counts on that date, and members who come back after a declined payment or a cancellation count again. To see memberships by the date they were bought, see the guide Memberships report.
Can I see growth for one membership product?
This report counts every membership product together. To see the memberships sold for one product, use the Membership product filter in the Memberships report. For sales trends by product, see the Analytics guide Membership product sales report.