The user-friendly KPIs Report gives you a complete picture of how your business is doing, tracking both member activity and financial performance so you can easily monitor growth and spot opportunities to improve retention.
Report Access
To access the KPIs Report follow these steps:
From the main navigation menu select Reports
Choose Financials
Select KPIs
Access to the KPIs Report can be enabled or disabled under the Staff Permissions page. Default settings enable the KPIs Report for staff members with Business Manager or Owner permissions only.
Date Range Filter
The default (Recent) date range includes 3 months back and 2 months forward from the current month. For example: if the current month is November, the default date range displays data from August through January. This report can also be filtered by individual months.
Operations Tab
When you access the KPIs section and select the "Operations" tab, you'll see several columns of data that track different aspects of member retention. Each metric has been carefully designed to give you visibility into different aspects of your membership lifecycle.
Let's explore each metric to help you understand what it means and how to use it:
Autopays Non-PIF (Forecast)
What it shows: The number of clients with recurring autopay plans (excluding Paid in Full plans) that have either successfully paid or are forecasted to be billed in a given month.
The first number represents currently active autopay plans
The number in parentheses represents the total forecasted autopays
How it's calculated:
A plan counts as paid once payment successfully settles
Failed payments are not counted
Each client is counted only once regardless of how many times they're billed in a month
Plans active for any part of the month are included
How to use this metric:
This is your core recurring revenue metric
Monitor the difference between active and forecasted numbers to identify potential billing issues
Track month-over-month to measure membership growth
Refunded Autopays Non-PIF
What it shows: The number of refunds issued in the month that completely cancel a non-PIF autopay plan.
How it's calculated:
Only counts refunds that result in full plan cancellation
Only counts refunds issued in the current month
Partial refunds that don't cancel plans aren't included
PIF autopays are excluded from this count
How to use this metric:
A high number indicates potential issues with billing, service quality, or membership satisfaction
Zero refunds (as shown in your example dashboard) is ideal
Investigate any spike in this metric immediately
Autopays PIF
What it shows: The count of active Paid in Full (PIF) autopay plans in the given month.
How it's calculated:
Includes plans active for even one day in the month
Includes both new and returning PIF plans
Plans count even if paused for part of the month
Based on plan status, not payment status (already paid)
How to use this metric:
PIF plans represent committed members and stable revenue
Higher numbers indicate successful long-term membership sales
Track alongside your recurring plans to understand your membership mix
Accounts Created
What it shows: The total number of new client accounts created during the month.
How it's calculated:
Counts all new accounts created within the reporting month
Does not include migrated clients
Not affected by retroactive changes after the month ends
How to use this metric:
Measures the effectiveness of your lead generation
First step in your acquisition funnel
Should be significantly higher than your new autopays (showing your potential growth pool)
Intro Offers
What it shows: The number of intro offers sold during the month, with refunds shown in parentheses.
The first number represents intro offers sold
The number in parentheses represents refunded intro offers
How it's calculated:
Counts all intro offers paid for in the month (including $0 offers)
Refunds counted are those processed in the current month (regardless of when the intro offer was purchased)
Only counts refunds that completely cancel the intro offer
How to use this metric:
Measures the effectiveness of your acquisition strategy
Serves as the top of your conversion funnel
High refund numbers could indicate misaligned expectations or quality issues
New Autopays
What it shows: The number of new autopay plans sold in the month, with same-month refunds in parentheses.
The first number represents new autopay plans sold
The number in parentheses (0) represents new plans refunded in the same month
How it's calculated:
Counts all new autopay plans (both PIF and non-PIF) purchased in the month
Only includes refunds for plans both purchased AND refunded in the same month
Refunds of previously existing plans are not counted
How to use this metric:
Primary indicator of business growth
Should be higher than Lost Autopays to ensure positive growth
High refund rates might indicate sales process issues
Lost Autopays
What it shows: The number of autopay plans that ended during the month due to expiration, completion, or cancellation.
How it's calculated:
Counts plans with an end date in the current month
Includes plans that previously billed but are no longer active
Includes plans that billed in the current month but won't bill again
Does not include paused plans that will resume in the future
How to use this metric:
Critical indicator of retention issues
Should be minimized through effective retention strategies
Compare across locations to identify problematic studios
Net Change
What it shows: The net change in autopay plans for the month.
How it's calculated:
Simple formula: New Autopays - Lost Autopays
Positive values indicate growth, negative values indicate decline
How to use this metric:
Quick snapshot of overall membership growth or decline
Should be consistently positive for a healthy business
Negative numbers require immediate investigation and intervention
Conversions
What it shows: The percentage of intro offers sold that convert to autopay plans.
How it's calculated:
Formula: (Total autopay pla
ns purchased after an intro offer) ÷ (Total intro offers purchased) × 100
Counts by plan, not by client
Attributes conversions back to the month when the intro offer was purchased
Updates retroactively as conversions occur
How to use this metric:
Measures effectiveness of your sales process
Industry top performers achieve 40%+ conversion rates
Low rates indicate opportunities to improve your sales approach
Churn
What it shows: The percentage of autopay plans lost during the month.
How it's calculated:
Formula: (Lost Autopays ÷ (Autopays Non-PIF + Autopays PIF)) × 100
Measures plan-level attrition against your total active plans
How to use this metric:
Critical indicator of retention health
Industry average is 3-5% monthly; aim for under 2%
Higher percentages require immediate attention
Pauses Ending
What it shows: The number of paused autopay plans where the pause period ended during the month.
How it's calculated:
Counts autopay plans (both PIF and non-PIF) where the pause ended in the month
Each plan is counted individually, even if a client has multiple plans
How to use this metric:
Indicates potential returning revenue
These members need special attention to ensure they stay active
High numbers with corresponding high churn could indicate issues with your pause/return process
Financial Tab
Sales (Paid)
This is all money collected in the month for anything and everything.
Recurring plans paid monthly
Recurring plans paid in full (the ones that paid in the month)
Recurring plans paid every 4 weeks
Recurring plans paid weekly
Drop-ins
Non recurring plans
Appointments
Enrollments
Retail
Penalty Fees (pause, late cancel, no-show)
Gift Cards
Recurring Revenue
This is sum of all payments for non-PIF autopay plans that paid in the month. doesn't matter when the plan starts. this is revenue collected for any non-PIF autopay. This is all plans defined in the Definition of an Autopay tab above. But you're only counting cash receipts. If they pay twice in the month, count them both.
Other
Total of everything other than an autopay plan charge, retail and penalty fee
Retail
All retail sales (not gift cards or gift certs)
Penalty fees
Fees charged for pauses, late-cancels, no-shows
Plans PIF
This is sum of all payments for PIF autopay plans that paid in the month. It doesn't matter when the plan starts. This is revenue collected for any PIF autopay.