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The Members category in Analytics groups the dashboards and reports that describe your people: how the base is growing, how members progress through skill levels, how engaged they are, and who owes or holds money. Each item is a focused page. Use the dashboard for the headline picture and the reports for member-by-member detail. Owners and managers use it to track the health of their member base.

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When to use it

A flat headcount can hide members who have stopped coming. These pages show who is drifting away, how students progress, and who owes you money. Typical questions they answer:
  • Is the customer base really growing? - a boxing gym reads New customers for the month against the All customers total to see whether new joins are keeping up with members who lapse.
  • Who should you call before they lapse? - the Low engagement alerts list shows each low-scored member with their last activity date.
  • Which students haven’t progressed in a while? - a jiu-jitsu academy reads each student’s belt history in the progression report before its quarterly grading review.
  • Who owes money at month end? - a climbing gym opens the balance report, with the largest debtors listed first and each unpaid charge one click away.
See Worked examples for more on each.

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Reports in this category

Open Analytics and pick the Members category to reach:
  • Dashboard - Customer counts, new customers, growth trends, and top and low-engagement members.
  • Progression Report - Every member’s current level and history across your progression tracks.
  • Member Engagement - Engagement scoring per member and how scores move over time. Documented in full under Engagement analytics.
  • Balance Report - Members with a pending balance, split into amounts owed and wallet balance.
Attendance moved to its own Check-ins category, documented under Schedule and instructor analytics. The dashboard has a date range filter (default: the last 30 days) and always covers the whole organization, whichever club the breadcrumb shows. The progression and balance reports are org-wide snapshots and have no filter bar.

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Members dashboard

The dashboard opens with a row of KPI cards, a growth chart, and two member lists. Set a club and date range in the filter bar to scope the activity-based metrics.

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KPI cards

  • All customers - Members plus Drop-ins, counted right now. This is the number your 1Club subscription is billed on, and the date range does not change it.
  • Members - Contacts with a recurring membership or season pass. A current count across all clubs.
  • Drop-ins - Contacts with a pass, or a visit in the last 30 days. After 30 days without a booking or check-in, a Drop-in moves to Lapsed.
  • New customers - Contacts who became a Member or Drop-in for the first time in the period. Someone who comes back after lapsing, or a Drop-in who takes a membership, is not new.
  • Average engagement - A gauge showing the average engagement score and level (low, medium, high, or rockstar). This card appears only when engagement scoring is turned on.
Hover the help icon on any card for its exact definition. Only New customers reacts to the date range; the other counts are live totals.
A stacked area chart plots Members and Drop-ins week by week across the range. The series are reconstructed from recorded type changes, so a contact converting from drop-in to member moves between the areas. Use it to see whether the base is genuinely growing or just churning in place.

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Top members and low engagement alerts

Below the chart, two lists surface individuals:
  • Top members - The most engaged members by score, for recognition or referrals.
  • Low engagement alerts - Members scored as low engagement, each with a last activity date so you can prioritize a check-in call.
Both lists depend on engagement scoring being enabled and populated. If scoring is off, the gauge and these lists have nothing to show. See Engagement analytics for how scores are calculated.

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Progression report

If you run skill progression, this report lists every member’s level per track. It shows one tab per progression track, and within each track a table with three columns:
  • Member - Links to the member’s profile.
  • Current level - The member’s current skill and level, shown as a chip.
  • History - The chain of level changes over time, oldest to newest, so you can see how far and how fast someone has moved.
Members are ordered by how actively they are progressing. If no tracks are set up, the page shows a “no progression tracks enabled” message. Use the Export button (top right) to pull the full report to CSV.

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Balance report

The balance report is a money-owed and money-held snapshot built from pending charges. It has no date filter because it reflects current outstanding balances, and it offers an Export button for the full list.

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Summary cards

  • Members with pending balance - How many members have any pending charge.
  • Members owing - How many members owe money.
  • Total due - The sum owed to you across all members.
  • Total wallet balance - The wallet balance members hold.
Amounts owed and credit held are reported separately and are never netted against each other. A member who owes 100 and also holds 100 in their wallet still appears as owing 100. This keeps genuine debt visible instead of masking it with unrelated credit.

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Member table

Each row shows the member, a count of their pending charges, the amount due, and their wallet balance, with the biggest debtors listed first. Expand a row to see the individual pending charges (date, description, type, and amount); clicking a charge opens it in Sales > Finance > Charges.

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Worked examples

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Spotting a retention dip

A boxing gym shows 320 customers under All customers, steady for three months. On the members dashboard the owner sets the range to the last 30 days and reads New customers at 25, so roughly as many people lapsed as joined. The Customer growth trends chart shows Drop-ins shrinking while Members hold. The next step is the Low engagement alerts list to call the at-risk members before they lapse.

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Tracking progression in a jiu-jitsu program

A jiu-jitsu academy runs belt progression as a track. The progression report’s track tab lists every student with their current belt and the history of promotions. Coaches sort attention toward students who have not moved in a long time, and export the tab to CSV for the quarterly grading review.

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Chasing outstanding balances at a climbing gym

A climbing gym’s front desk opens the balance report at month end. Members owing and total due quantify the debt; the table puts the largest debtors on top. Expanding a row reveals which specific charges are unpaid, and each links straight through to the charge to take payment or follow up.

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Tips and best practices

  • Read new customers against the growth chart. A flat All customers total with steady New customers means you are replacing lapsed customers, not growing.
  • Turn on engagement scoring to unlock the people lists. The engagement gauge, top members, and low-engagement alerts all need scoring enabled.
  • Balance and progression reports ignore the date range because they are current snapshots. Do not expect them to react to the filter bar.
  • Export for follow-up work. The progression and balance reports both export to CSV for offline lists, grading reviews, or collections.
  • Cross-check activity against attendance. For check-in volume and peak times, open Analytics > Check-ins > Attendance.

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Troubleshooting