The tab only appears once your business has at least one membership plan. It loads the first time you open it. Team member and service filters and the date range at the top of Reporting & Intelligence do not apply to it, so changing them keeps what it has loaded.
Read your membership data
Do this to check the health of your membership base, such as at the start of each month.
Open Reporting & Intelligence and choose Memberships.
Read the headline figures, then the member list.
The headline figures
Figure | What it shows |
Active Members | Distinct pet owners on an active membership or one whose payment failed, with how many plans have such members |
Monthly Recurring Revenue | Every active membership, and every one whose payment failed, with any extras still on it, converted to a monthly figure and added up, with the average per member |
Net Change (28d) | Joins minus cancellations over the last 28 days, with the joins, the cancellations and the completed fixed terms underneath |
At Risk | Payment failed plus paused, with each number underneath |
Monthly Recurring Revenue counts a weekly price 52 times a year, a fortnightly price 26 times and a monthly price, billed every 28 days, 13 times, divided by 12, so no plan is understated next to another. Paused memberships are in All but not in this figure. Amounts include GST. A join counts towards Net Change (28d) when the membership started in the last 28 days, whatever its status now, so a member who joined and cancelled inside the window shows as one join and one cancellation. Memberships brought across from another system are not counted as joins. The 28 days are 28 days of your business's calendar, today included, in your business's time zone. A fixed-term membership that finished with every payment made counts as completed, never as a cancellation, so a finished programme does not lower Net Change (28d).
Net Change (28d) is the number to watch. A membership base can look healthy on the headline count while quietly losing more members than it gains.
Find members who need attention
Do this to follow up failed payments and members who have stopped using their plan.
Open Reporting & Intelligence and choose Memberships.
Select the Payment failed chip.
Optional: to find one member, search by name, email, phone or plan.
Start on Payment failed. Those are members who still expect their benefits and whose money has stopped arriving.
The chips under the headline figures filter the member list. Each carries its own count:
All
Active
Payment failed, where the last payment failed
Paused, where the membership is paused
Pending, where the member has signed up but the plan has not started
The member list
The table lists each membership, with the highest risk first:
Column | What it shows |
Member | The pet owner, with their email. An archived customer keeps their name |
Plan | The plan name |
Status | The membership's status. A membership brought across from another system reads Grace period, in All |
Price | What they pay each cycle, with the cycle as /wk, /fn or /mo |
Tenure | How long they have been a member, in days, weeks or months |
Utilisation | A bar and a percentage showing how much of this cycle's capped benefits they have used |
Risk | Healthy, Watch or High |
Select Member, Plan, Price, Tenure or Risk to sort by it, and select it again to reverse the order. On a narrow screen Price, Tenure and Utilisation are hidden.
Utilisation shows a dash where the plan has no capped benefit to measure, which is normal on an open-ended plan. Its bar is green at 75% or more, amber from 25%, and red below 25%.
Reading the Risk badge
High means the last payment failed and its uses are on hold. It needs action now.
Watch means the membership is paused, or it is still paying while, on average, less than a quarter of this cycle's capped benefits have been used. That is the pattern that ends in a cancellation, and it is the one you can still do something about. A message offering to book them in usually costs less than winning the member back later.
Healthy means neither applies.
Export the member list
Do this to build a contact list for the members you want to reach.
Open Reporting & Intelligence and choose Memberships.
Optional: to narrow the list, select a chip or search.
Select Export CSV.
The file holds the filtered list with more detail than the table shows: member name, email, phone, plan, status, price, billing cycle, join date, tenure in days, next billing date, benefit utilisation and risk level. Send to the members on it from Messages.