What is the AI Churn Predictor?

Important: AI-generated insights are predictions and may not always be accurate. Always use your professional judgment when reaching out to members.

Who can use this feature?

The AI Churn Predictor is available for Performance and Peak plans for gyms that have at least 500 active members.

How does it work?

1. Weekly analysis of your member data

Every week, the system automatically scans all your active members by analyzing:

• Check-in history — visit frequency, recency, and trends

• Class and appointment attendance — booking patterns, late cancellations, and no-shows

• Contract information — membership type, start/end dates, duration

• Payment history — billing amounts and payment patterns

The AI also cross-references your member data against industry benchmarks and retention best practices, so predictions are grounded in what is known to drive churn across the fitness industry — not just patterns from your gym alone.

Based on this data, every member receives a churn likelihood score — a percentage indicating how likely they are to leave.

2. At-risk member dashboard

Your dashboard gives you an at-a-glance view of your retention situation, including:

• Revenue at risk — the estimated monthly revenue you could lose if flagged members churn

• Number of members at risk — total count of members flagged by the AI

• Churn likelihood — average risk score across all flagged members

The dashboard then displays a prioritized list of your most at-risk members, so you always know who to focus on first.

3. Clear explanations for each member

Next to each at-risk member, the AI provides a plain-language explanation of why they were flagged. Examples include:

• "Attendance drop: member averaged 3 visits/week but only checked in twice in the last 30 days"

• "Pack membership with low session usage: 4 out of 10 sessions used over 175 days"

• "Frequent cancellations: 1+ late cancel or no-show in the last 30 days"

This helps you understand the situation at a glance and choose the most appropriate way to reach out.

4. AI-generated personalized messages

For each at-risk member, the AI generates 3 distinct, personalized messages you can send. The three message options cover different approaches:

• Check-in — An empathetic, caring message asking how the member is doing

• Offer — A message proposing an incentive or special offer to re-engage

• Motivational — An encouraging message celebrating the member's progress

Messages are personalized using the member's name, their specific situation, and their preferred language (English or French). You always review and choose the message before it is sent — the AI never sends anything without your approval.

5. What Happens After You Contact a Member?

When you send a message to an at-risk member through the AI Churn Predictor, they are automatically enrolled in a RISE workflow, which handles the message delivery and follow-up sequence.

To prevent over-solicitation and ensure a positive member experience, a contacted member cannot be reached again through the AI Churn Predictor for 30 days. During that period, they will still appear in your dashboard but will be marked as already contacted, along with the timestamp of the first message sent. This gives you full visibility into your outreach history at a glance and helps your team avoid sending duplicate messages.

After 30 days, the member becomes eligible again for AI Churn Predictor outreach if they are still flagged as at risk.

6. Tracking Outcomes

You can track the results of your churn prevention actions directly in FLiiP. A dedicated report — AI Churn Predictor Outcomes — is available under Reports > Members. It shows you which members were contacted and what happened next, helping you measure the impact of your interventions over time.

What data does the AI use?

The AI analyzes the following data points for each member:

• Total visits and visit frequency (check-ins, classes, appointments)

• Last visit date

• Membership type and duration

• Contract start/end dates

• Payment amounts and history

• Class booking behaviour (late cancels, no-shows)

• Notes about the member (if available in your account)

Can I customize the messages?

Yes. You can personalize the AI Churn Predictor to match your gym's style and preferences:

• Message tone & format — Choose between email and SMS, and set the tone (e.g., friendly, professional, motivational). You can also specify a signature name (e.g., "Coach Sarah").

• Offers — Tell the AI which offers or incentives you'd like to propose (e.g., a free personal training session, a discounted renewal).

• Member filters — Exclude certain member types from the analysis (e.g., unlimited contract members, members who visited in the last 7 days).

 

Frequently Asked Questions

How accurate is the AI?

The model achieves approximately 80% accuracy in identifying members who are genuinely at risk of churning. This means the vast majority of flagged members are real retention opportunities — but as with any prediction, some false positives may occur. Always use your own judgment before reaching out.

How often is the at-risk list updated?

The list is refreshed every week, early Monday morning, automatically. You don't need to trigger anything — simply log in to your dashboard at the start of the week to see the latest results.
You can also manually refresh the list whenever you want. However, the manual refresh is limited to once per day.

Do I have to send messages to flagged members?

No. Sending a message is always your choice. The AI never contacts your members without your explicit approval. You review the proposed messages, select the one you prefer, and decide whether to send it.

Can I exclude a member from the at-risk list?

You can set filters to exclude certain categories of members from being analyzed (e.g., members who visited recently, or members on a specific contract type). The ability to permanently exclude individual members from the list is planned for a future update.

Is the messaging feature available in French?

Yes. Messages are automatically generated in the member's preferred language — English or French — based on their profile.

Can multi-location gyms use this feature?

Yes, the AI Churn Predictor is built to support multi-location gyms. Each location's member data is processed independently, giving you accurate, location-specific insights.

Tips for getting the most out of the AI churn predictor

Check your dashboard every Monday — Members at the top of the list are your highest priority. A quick, personalized message can make a big difference.

Customize your message preferences — The more context you give the AI (your tone, your offers, your style), the more on-brand and effective the generated messages will be.

Act early in the week — The AI flags members before they churn. The sooner you reach out after the Monday refresh, the better your chances of retaining them.

 

Track results in Reports — Head to Reports > Members > AI Churn Predictor Outcomes to monitor which interventions worked best for your gym.

For help setting up the AI Churn Predictor or for questions about your plan eligibility, contact your FLiiP Customer Success Manager.