Membership reports in ROLLER help you track membership sales, redemptions, and status changes to better understand guest behavior and monitor membership activity. These reports provide key details about how guests use their memberships, including discount redemptions and attendance patterns.
Report | Use this to... |
---|---|
Membership Growth report | Track new memberships sold, churned members, and net growth over time. |
Membership Redemptions report | Monitor how often members redeem their membership discount benefits to purchase eligible products. |
Membership Status Log report | See status changes for memberships (eg canceled, suspended, upgraded). |
Memberships report | View a detailed list of all membership product purchases and their usage. |
Membership products | Membership products included in these reports are fixed or recurring membership products created using the membership product type in ROLLER. These reports do not include season or annual passes that have been created using standard pass products. |
Key terms
Before using these reports, it's important to understand:
- Membership product purchase – When a guest buys a membership product variation (eg Platinum Monthly Membership).
- Membership redemption – When guests use their membership discount to purchase eligible products (eg tickets, food, beverages or merchandise). In some cases, POS check-ins of membership purchases may also be counted.
- Membership status – For example: current, pending cancelation, declined payment etc.
- Membership growth – The difference between new memberships sold and those churned over a selected timeframe.
Category | Status | Description |
---|---|---|
Active | Current | Membership is current |
Active | Pending activation | Membership will become current on a future date |
Active | Pending cancelation | Membership will be canceled at the end of the billing period |
Suspended | Declined payment | Recurring payment attempts have failed |
Canceled | Terminated | Member has canceled their membership |
Canceled | Upgraded | Membership has been upgraded to another membership of higher value |
Canceled | Expired | Membership expiry date has passed |
Canceled | Renewed | Membership has been renewed and a new billing cycle started |
How membership redemptions are counted
When guests use their membership discount to purchase eligible products (eg tickets, food, beverages or merchandise), membership redemptions are recorded in relevant membership reports. This may be when guests redeem their membership discount through the online checkout or in venue at POS, or staff adding the membership discount to bookings from Venue Manager.
Depending on the report and your POS device settings, membership redemption counts may also include membership product variation purchases that are checked in at POS:
- If a membership product is sold at POS and auto-check-in is enabled, it's automatically checked in and can be counted as a membership redemption in membership redemption reports.
- Staff can also manually check in a membership product variation at POS when it's sold, and this information is also recorded as a membership redemption.
- If a membership product is sold via Venue Manager or the online checkout, it's not counted as a redemption in reports.
Membership statuses
Category | Status | Description |
---|---|---|
Active | Current | Membership is current |
Active | Pending activation | Membership will become current on a future date |
Active | Pending cancelation | Membership will be canceled at the end of the billing period |
Suspended | Declined payment | Recurring payment attempts have failed |
Canceled | Terminated | Member has canceled their membership |
Canceled | Upgraded | Membership has been upgraded to another membership of higher value |
Canceled | Expired | Membership expiry date has passed |
Canceled | Renewed | Membership has been renewed and a new billing cycle started |
- To learn more about membership emails sent from ROLLER to guests, see the membership management section in the guide Guest email templates.
- See additional options in the guide Create your recurring or fixed-price membership products to enable guest cancelation, upgrades and renewal emails to be sent automatically from ROLLER.
Access membership reports
- From Venue Manager, go to Reports > All reports.
- Scroll down to the Guests report section. Alternatively, search for "Membership" and all reports will be listed.
- Select the report you want to run.
Read on to learn more about each report.
Membership Growth report
This report tracks new memberships sold, churned members and membership growth over time. This helps you track membership trends to assess retention and acquisition.
Guests must have purchased a recurring or fixed-price membership product for it to appear in this report. It does not include season or annual passes are for standard pass products.
Summary metrics
- New memberships – The number of memberships sold within the selected timeframe.
- Churned memberships – The number of memberships canceled within the timeframe.
- Membership growth – The difference between new memberships and churned memberships.
Filter the report
Use filters at the top to refine results:
- Date range – View sales and churn data for a specific timeframe.
- Membership product – Focus on specific membership types to analyze growth trends.
Select Apply filters to update the report.
Tips for interpreting the data
- Only includes recurring or fixed-price membership product types (excludes standard pass season and annual passes).
- Displays data only from 5 February 2020 onwards due to event tracking updates.
View Analytics
The following Analytics visual dashboards and reports can help you regularly monitor the performance and growth of your fixed-cost membership programs over time:
- Fixed-cost membership overview dashboard
- Recurring membership overview dashboard
- Membership retention insights dashboard
- New membership sales report
Membership Redemptions report
This report tracks how often membership product discount benefits are used to purchase eligible products. It can also include membership products sold and checked-in at POS.
Summary metrics
- Members – The number of unique members who redeemed their membership benefits.
- Redemptions – The total number of membership-discounted bookings made from all sales channels (online checkout, POS and Venue Manager) and membership product variation check-ins at POS.
Filter the report
Use filters at the top to refine results:
- Date range – View redemptions for a specific timeframe (eg last 4 weeks).
- Membership product variation – Focus on specific membership types to analyze usage.
Select Apply filters to update the report.
Key insights
- If redemptions are higher than members, some members redeem benefits multiple times.
- If members are low but redemptions are high, a small group uses their benefits frequently.
- If redemptions are low, it may indicate underuse of membership perks, suggesting an opportunity to promote benefits more effectively.
Report breakdown
Each row in the report represents an individual membership redemption and includes the following details:
- Redemption Date – When the member used their membership discount.
- Member Name – The guest who redeemed their membership discount.
- Booking ID – The booking ID linked to the booking for the membership product purchase, not the items redeemed. Select to view further details about the member and the product purchased.
- Ticket ID – The member's membership number (ticket/item ID in ROLLER).
- Product – The membership product variation that was redeemed to purchase eligible products.
Membership Status Log report
This report tracks membership status changes (eg current, payment declined, terminated, upgraded, renewed).
Filter the report
Use filters at the top to refine results:
- Date range – View status changes within a specific timeframe.
- Membership status – Filter by previous or new status (eg from current to canceled).
Select Apply filters to update the report.
Key insights
- Track canceled memberships within a specific timeframe.
- Identify suspended memberships to follow up with affected members.
- Monitor upgrades or downgrades to understand membership trends.
Report breakdown
Each row in the report represents a status change event and includes:
- Event date – When the status was updated.
- Previous Status – The membership status before the change.
- New Status – The updated membership status.
- Member Name – The member whose membership status changed.
- Booking ID - The booking ID for the membership product purchase. Select to view the membership details.
- Ticket ID - The membership number (ticket/item ID)
Memberships report
This report provides a detailed list of all memberships by transaction date (the date of purchase).
Summary metrics
- Total memberships – The number of memberships purchased within the selected timeframe.
- Active memberships – The number of memberships currently active.
Filter the report
Use filters at the top to refine results:
- Date range – View memberships purchased within a specific timeframe.
- Membership product – Filter by membership type.
Select Apply filters to update the report.
Key insights
- Provides a full list of all purchased memberships within the selected timeframe.
- Helps track membership expirations and usage trends.
Report breakdown
Each row in the report represents a membership purchase and includes:
- Transaction Date – When the membership was purchased.
- Booking ID – The transaction linked to the membership.
- Membership ID – The membership number (ticket/item ID in ROLLER).
- Product – The membership product variation purchased.
- Redemption days - Total unique days when the membership was redeemed.
- Member Name – The guest who purchased the membership.
- Membership Status – The current status (eg current, terminated, etc).
- Expiry Date – When the membership expires.
You can right-click the table to add a member’s date of birth, if available. This data is pulled from the waiver date of birth information, but only if a waiver was assigned at the time of the membership purchase.