May 29th, 2025
Get Insights Into Why Members Cancel
Gymflow now helps you remove the guesswork behind why your members cancel. Our new cancellation reason tracking gives you clear insights into what’s driving your customers’ decisions, so you can take proactive steps to improve retention and make better business decisions.
What’s New
Cancellation Reasons: Whenever a member cancels a recurring membership, they’ll now be asked to provide a reason for their decision.
Customizable Reasons: There is a global default list of cancellation reasons, but each club can customize them to suit their needs.
Detailed Data: We now track Submission Date (when the cancellation was scheduled) and Submitted By (who processed the cancellation). You can check this in the Memberships ending report.
Please note that by default, self-cancellation is off. If you want to enable it for your club (and save yourself lots of admin time), you can do so from Settings > Rules > Memberships > Default Rule > Self Service Membership Cancellation. You can also see detailed instructions in this guide
We hope this feature will provide you with the insights you need to improve your customer retention!
Kind regards,