Member Renewal Tracking

System for tracking and improving member retention

Draft

Member retention is crucial for club sustainability. This system helps track renewals, identify at-risk members, and implement strategies to improve retention rates.

Renewal Process Timeline

Renewal Notice

30 days before expiration

• Send email reminder
• Include renewal link
• Highlight member benefits
• Offer early renewal discount

Follow-up

15 days before expiration

• Second email reminder
• Phone call to premium members
• Personal outreach if needed
• Address any concerns

Final Notice

3 days before expiration

• Final email reminder
• Urgent renewal notice
• Grace period information
• Contact information for questions

Grace Period

30 days after expiration

• Restricted access to facilities
• Continued communication
• Reactivation offers
• Exit survey for non-renewals

Key Performance Metrics

Renewal Rate

Target: 85%

Percentage of members who renew

Average Retention

0 months

Target: 18 months

Average member retention period

Churn Rate

Target: <15%

Percentage of members who don't renew

Reactivation Rate

Target: 25%

Percentage of lapsed members who return

Member Engagement

Keep members actively involved

Regular events and tournaments
Member-only activities
Skill development programs
Community building initiatives

Communication

Maintain regular contact

Monthly newsletters
Event announcements
Member spotlights
Feedback surveys

Value Enhancement

Continuously improve member benefits

New pinball machines
Enhanced facilities
Exclusive member perks
Recognition programs

Personal Touch

Individual member attention

Birthday acknowledgments
Milestone celebrations
Personal check-ins
Customized experiences

At-Risk Member Indicators

• Declining facility usage
• Missed recent events
• Payment issues or delays
• Reduced communication response
• Negative feedback or complaints
• Changes in personal circumstances

Intervention Strategies

• Personal outreach and check-ins
• Special offers or discounts
• Invitations to exclusive events
• Feedback collection and action
• Flexible payment options
• Referral incentives

Communication Templates

Renewal Reminder

Friendly reminder with renewal link and member benefits highlight.

We Miss You

Personal message for lapsed members with reactivation offer.

Exit Survey

Feedback request to understand reasons for non-renewal.

Regular analysis of renewal data helps identify trends and opportunities for improvement. Monthly reviews of retention metrics guide strategy adjustments.