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Report - Ended Contracts

Updated

Introduction

The Ended Contracts report is an essential tool for understanding member retention and churn. It provides a detailed list of all member contracts that concluded within a specific time frame, giving you a clear picture of who is leaving, why, and whether they have chosen to stay with a new or renewed membership.

This report is designed to help you analyze contract endings, identify trends in cancellations, and track which members have renewed their commitments. By understanding why contracts are ending, you can build more effective retention strategies and proactively manage your member base.

This report is best for Club Managers, Sales Managers, and Retention Specialists who need to monitor member churn, evaluate the success of renewal campaigns, and assess the performance of sales consultants in retaining members.

Before You Start

To view this report, you first need to ensure you have the correct system permissions. If you cannot see the report, please ask your system administrator to grant you access.

Here’s how an administrator can set up the permissions:

  1. Navigate to PGM -> Clubs -> System Permissions.
  2. Select the employee role that you want to give access to (e.g., 'Club Manager').
  3. A list of available reports and system functions will appear. To find the report permission quickly, you can use the search bar and type "Ended Contracts".
  4. Alternatively, you can browse through the categories. This report permission is typically found in the Members or Clubs category.
  5. Check the box next to the Ended Contracts permission to enable it for the selected employee role.
  6. Click Save.

How to Generate the Report

Once you have the necessary permissions, you can generate the report by following these steps:

  1. Navigate to PGM -> Reports -> All.
  2. Use the search bar at the top of the page and type "Ended Contracts" to quickly find the report.
  3. Alternatively, you can select the Members category from the list to filter the reports and then locate "Ended Contracts" from the list.
  4. Click on the report name to open the filters page.

Understanding the Filters

The report includes several filters to help you narrow down the results to get the exact information you need.

  • Club: Select a specific club to see data for, or choose "All Clubs" to view data for every club you have access to.
  • Start Date: Select the first date in the period you want to analyze. The report will only include contracts that ended on or after this date.
  • End Date: Select the last date in the period you want to analyze. The report will only include contracts that ended on or before this date.
  • Show only members who did not renew or upgrade: Check this box if you want to see only members who have truly left and do not have another contract starting after the current one ends. This is useful for identifying members at risk of churning permanently.
  • Include add-on contracts: This box is checked by default. It ensures that secondary or additional contracts (like Personal Training packages) are included in the report. Uncheck it to see only primary membership contracts.
  • Hide free contracts: Check this box if you want to exclude any contracts that had a membership fee of $0. This helps focus on paying members.

After setting your filters, click the Generate button.

Report Output

The report is divided into one or more sections, depending on your company's configuration. The main section, "Contracts", provides a detailed breakdown of each ended contract.

Summary

This summary tab may only be visible for certain company configurations.

This section provides a high-level overview of the data.

  • TotalEnded: The total number of contracts that ended within your selected date range and matched your filter criteria.
  • TotalWithContinuation: The number of members from the "TotalEnded" count who have a new or renewing contract starting in the future.
  • Average: The percentage of ended contracts that have a continuation. This is a key metric for understanding your retention rate. For example, if 100 contracts ended and 25 had a continuation, the average would be 25%.
Total by consultant

This summary tab may only be visible for certain company configurations.

This section breaks down the summary totals by the sales consultant assigned to the member or contract.

  • Consultant: The name of the sales consultant.
  • TotalEnded: The total number of contracts that ended which were assigned to this consultant.
  • TotalWithContinuation: The number of ended contracts for this consultant where the member has a future contract.
  • Average: The retention percentage for that specific consultant, calculated by dividing their "TotalWithContinuation" by their "TotalEnded".
Contracts

This is the main, detailed view of the report. Each row represents a single contract that has ended.

  • ClubName: The name of the member's home club.
  • UserNumber: The member's unique identification number in the system.
  • UserName: The full name of the member.
  • Name: The first name of the member.
  • LastName: The last name of the member.
  • Email: The member's primary email address.
  • PersonalId: The member's personal identification number (if applicable).
  • Mobile: The member's mobile phone number.
  • Address: The member's full mailing address.
  • StartDate: The date the contract officially began.
  • EndDate: The date the contract officially ended.
  • CommitmentDate: The end date of the contract's minimum commitment period.
  • CancelDate: The date the cancellation was processed in the system.
  • CancelReason: The reason provided for the cancellation (e.g., 'Moving', 'Financial reasons').
  • CancelComment: Any additional notes or comments entered by staff when the contract was cancelled.
  • HasContinuation: This shows whether the member has another contract starting after this one.
    • If the member has a new contract or their current one is set to automatically renew, this will show 'True'.
    • If the member has no other contracts scheduled, this will show 'False'.
  • FutureContractPaymentPlans: If 'HasContinuation' is 'True', this column lists the name of the payment plan for the new contract.
  • FutureContractStartDates: If 'HasContinuation' is 'True', this column shows the start date of the new contract.
  • FutureContractMembershipFees: If 'HasContinuation' is 'True', this column shows the price of the new contract's membership fee.
  • MembershipAndPaymentPlan: A combined name for the membership package and its associated payment plan (e.g., 'Gold Annual').
  • MembershipTypeName: The name of the membership package (e.g., 'Gold').
  • PaymentPlanName: The name of the payment plan (e.g., 'Annual').
  • PaymentPlanTypeName: The type of payment plan (e.g., 'Paid in Full', 'Monthly').
  • Payment plan category name: The category assigned to the payment plan for internal classification.
  • ContractDiscount: Lists any discounts that were applied to this contract.
  • ContractType: This specifies the type of contract.
    • If it is a primary membership, it will show 'Contract'.
    • If it is an additional service or add-on, it will show 'AddOn'.
  • MembershipFee: The gross (pre-tax) cost of the membership fee.
  • JoiningDate: The date the member originally signed up for this contract.
  • MembershipStatus: The final status of the contract in the system.
    • If the contract was active when the report was run, it will show 'Live'.
    • If the contract ended because the member transferred to another club, it will show 'Cancelled Transfer'.
    • If the contract ended within the money-back guarantee period, it will show 'XDMB' (e.g., '14DMB').
    • If the contract ended normally after its term, it will show 'Cancelled'.
    • If the contract had not yet started, it will show 'Not started'.
    • If the contract was on hold, it will show 'Freeze'.
  • FinancialStatus: Shows the member's account balance status at the time the report was run.
    • If the balance is zero, it will show 'Ok'.
    • If the member has overpaid and has a positive balance, it will show 'Credit'.
    • If the member owes money, it will show 'Debit'.
  • Balance: The member's exact account balance. A negative value indicates money is owed.
  • Consultant: The name of the employee who is credited with the sale or management of the contract.
  • CompanyName: If the membership is part of a corporate plan, the name of the company will be listed here.
  • Visits: The total number of times the member checked into the club during the life of this contract.

Hints

  • The HasContinuation column is your most important indicator of true member churn. Use this to distinguish between members who upgraded or renewed and those who have truly left.
  • Filter the report to show only records where "HasContinuation" is 'False'. This gives you a list of members you could contact with a "win-back" offer.
  • Use the Consultant and CancelReason columns together to identify if specific consultants have higher cancellation rates or if there are common reasons for leaving that can be addressed through training or service improvements.

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