U Fit Retention System

Coach dashboard
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v3.0 · Zoho-backed · multi-coach
Retention System2.0Coach Command Centre
0 logs saved As of 15 Apr 2026

Retention Intelligence

60-second scan. What needs attention, what you've done, what it's worth.

This week — interventions logged

0
calls, messages, check-ins

Revenue protected

£0
based on churn probability reduction

Response rate (members contacted)

0%
of high-risk members touched this week
High Risk
Medium Risk
watch list
Retention Rate
vs. base
Revenue at Risk
36-month LTV
6-Month Forecast Loss
without intervention

Key Alerts

Most urgent first

Churn Probability Distribution

% of members by churn risk

Behavioural Segments

click to filter members

Behavioural Segments

Members grouped by patterns, not just totals. Different segments, different playbooks.

Segment Playbook

what to do for each cohort

Coach Load & Risk

Who owns what, and where the pressure is.

By Membership Type

Follow Up Task

Members who have had an action completed and now need a follow-up. Only appears after a call sheet action is logged.

Overdue
0
past due date
Due today
0
action needed now
Completed today
0
well done

Daily Call Sheet

Your personal intervention queue. Tick done, log what you did, keep moving.

All Members

Full roster with risk scoring, sparklines, and drill-down.

Member Coach Segment Churn % Attend. trend Last touch Action

Interventions Log

Everything you've done for each member. This is what turns noise into retention.

Total logged
0
all time
Unique members touched
0
this week
Est. revenue protected
£0
14% churn-prob lift per contact
High-risk coverage
0%
of high-risk contacted
Still untouched
0
high-risk, no log

3–6 Month Forecast

Projected churn trajectory if current patterns continue. Updated based on your interventions.

Projected churn (6mo)
members
Projected MRR loss
over 6 months
LTV erosion
if no intervention
If 50% intervened
modelled recovery
Cohorts at cliff
below 70% retention

Projected Member Count — next 6 months

baseline vs. with intervention

Cohort Retention by Join Month

oldest to newest

Recently Departed

Members missing from the latest CSV. Kept for 30 days for exit-interview follow-up.

Departures

Weekly Data Upload

Drop this week's U Fit Master Membership Report CSV to refresh every score, segment, and action.

Current status

No data loaded yet.

Upload CSV

Drop CSV here
or click to browse
File must match the U Fit Master Membership Report format
Validation runs automatically once you drop the file — all required columns must be present, Member IDs must be unique, and dates must parse as DD/MM/YYYY. If anything's off you'll see a clear error message. If it passes, the dashboard re-scores and shows a week-over-week diff.

Data safety

Intervention logs, renewal status, and your action history are stored in this browser and survive CSV refreshes.

To move your intervention history to another device (or back it up): use Export backup in the header, save the JSON file, then Import backup on the other device after opening the page.

Stage message

Log call

Escalate

Key & Glossary

What every number, colour and label on this dashboard actually means.

Risk & Churn

Churn %
5\u201399
Probability this member will leave in the next ~3 months. Built by a rule-based scorer from the weekly CSV — attendance (att10/14/30), coach touch gap, days since InBody, missed 1:1s, stalled weight progress, unbooked sessions, and contract-end proximity. The renewal window (contract end \u2264 30 days) adds +20 points because that's when coaches need to act. Floor 5 (no-one is zero-risk), cap 99.
Risk Level
High Med Low
High = churn % \u2265 45. Medium = 25\u201344. Low = < 25. Frozen members are scored at a flat 85 internally but display as a FROZEN pill, not a %.
Personal Risk
20\u201375
The subset of churn factors specific to the coach-client relationship: recent attendance, touch gap, missed 1:1s, InBody freshness, unbooked 1:1s. Tells you which members need personal re-engagement vs. structural (programme refresh). Low < 40, Medium 40\u201359, High \u2265 60.
3 / 6mo Forecast
% prob
Projected churn at 3 and 6 months. p3 = churn % \u00d7 1.4 (capped 99), p6 = churn % \u00d7 1.8 (capped 99). Used for forward-looking revenue exposure.

Money

Revenue at Risk (RAR)
\u00a3
Monthly fee \u00d7 remaining contracted months \u00d7 churn %. The expected lost revenue weighted by how likely the member is to leave. Aggregated on Overview to show total RAR across the book.
Expected 6mo Loss
\u00a3
Monthly fee \u00d7 min(6, remaining months) \u00d7 p6 / 100. The expected revenue lost over the next 6 months if no intervention. More honest than total RAR for immediate planning.
LTV
36 mo
Lifetime value model assumes a 36-month average member tenure. Used in the Forecast tab for long-range projections.

Attendance & Engagement

Att 30 / 14 / 10
visits
Number of visits in the last 30, 14 and 10 days. The trend matters more than the absolute \u2014 a healthy 3 / 1 / 0 is a member sliding right now. Att10 = 0 is the earliest strong churn signal.
Silent 10d+
alert
Member hasn\u2019t attended in 10 or more days and isn\u2019t frozen. Earliest moment intervention is reliably effective.
Last touch
days ago
Days since the most recent non-Pending intervention the coach has logged for this member. \u201cNever\u201d = no intervention has ever been recorded. Every Mark Complete / Escalate / message-send updates this. Feeds directly into the churn scorer (>60d = +15, 30\u201360d = +8).
Missed 1:1
count, 30d
Strongest single 3-month churn predictor in the data. One missed 1:1 = warning, two = call them today.
No InBody 60d+
flag
No body composition scan in 60+ days. Coaches can\u2019t demonstrate progress and the client doesn\u2019t see results \u2014 retention quietly erodes.

2.0 Workflow Features

Renewal Status
Renewing Non-Renewing
Set on the Action Panel after a renewal conversation. Renewing \u2713 removes the +20 contract-proximity penalty, so confirmed renewers drop off the call sheet. Non-Renewing \u2717 locks them at High risk and moves them to the Pending Departure stream. Default: no badge = not yet decided.
Goal \u2022 Weight Direction
On track Plateau Wrong way
Pill on each call card showing the member's goal (Fat Loss / Muscle Gain) alongside 30d + 90d weight changes. Green = behaviour matches goal. Amber = flat / signals disagree. Red = moving away from goal. Strong plateau-killing signal for progress reviews.
Weekly CSV refresh
Upload tab
The single source of truth. Drop this week's CSV on the Upload tab and every score, segment, action, and KPI recomputes for every member. Previous week's snapshot is kept for the week-over-week diff modal.
Week-over-week diff
on upload
After each CSV upload: modal shows members improved (moved to lower risk), worsened, new signups this week, and departed. Your coaching impact, made visible.
Recently Departed tab
30 days
Members who disappear from the CSV get captured here for 30 days with their last risk level and final action. Exit-interview queue, and a learning loop for "who left despite intervention."
Export / Import Backup
header buttons
Downloads / restores a JSON of all interventions + renewal statuses + departed history. Used to move your coaching history between devices. Temporary until the shared backend is live.

Behavioural Segments

Champion
healthy
Attending consistently, progress visible, low churn risk. Pull these into referral conversations and testimonials.
Cruising
healthy
Steady attendance but not hitting peak progress. Re-engage with a fresh goal or programme refresh.
New
monitor
In their first 90 days. Highest payoff window for solid onboarding \u2014 a strong start halves long-term churn.
Stalled
warn
Attending, but no progress in 60+ days. Silent dissatisfaction \u2014 needs a programme refresh and InBody.
Drifting
warn
Attendance trending down across consecutive weeks. Catch them on the way down, not at the bottom.
Fading
act
Attendance halved or worse vs. their baseline. Stage 2\u20133 territory.
New-at-risk
act
In first 90 days AND missing sessions or 1:1s. Highest-cost churn group \u2014 acquisition cost not yet recouped.
Ghosting
act
Zero attendance in 14\u201330 days, no freeze, no notice. Phone call today.
Churned-in-place
act
Zero attendance in 30+ days but still paying. They\u2019ve mentally left \u2014 senior-coach call before they cancel.
Frozen
paused
Officially paused membership. Reactivation call is needed before unfreeze date.

Intervention Stages (the engine behind \u201cAction Needed\u201d)

Stage 0 \u2014 Stable
monitor
No action needed now. Quarterly check-in only.
Stage 1 \u2014 Light touch
WhatsApp
Warm, no-pressure WA check-in. Open the door without making them feel chased.
Stage 2 \u2014 Follow-up
WhatsApp
Acknowledge the gap, remove pressure, offer to rework their schedule. Still WA only.
Stage 3 \u2014 Phone call
Call today
Pre-warm WA, then ring. Goal: book one specific session before hanging up.
Stage 4 \u2014 Escalation
Senior
Hand-off to a senior coach or manager. Personal call from a leader, not the original coach.
Stage 5 \u2014 Final
Voice note
Owner / senior leaves a 45-second voice note. Either reopens the conversation or gives the member permission to leave with dignity. No further chasing after this.

V8 Status System (5 statuses)

Needs Attention
Needs Attention
Default starting status. No action has been taken yet, or the situation has worsened. This member needs to be contacted.
Follow-Up
Follow-Up
Action has been taken (message sent or call made). Awaiting response. If a message was sent, a 48-hour clock is running — if no response, it auto-counts as an attempt.
Re-engaging
Re-engaging
Member responded positively or made a commitment. Check-in scheduled to confirm follow-through. Attempt counter keeps ticking.
Escalated
Escalated
Auto-triggered at 3 failed attempts, or manually escalated. Routes to: Stine Sloth (Fusion/group members) or Sam Hanney (Studio/1:3 members). Handled outside the coach’s task list.
Stable
Stable
Fully re-engaged. Attempt counter resets to 0. Moves to quarterly check-in. This is the win state.

Attempt Tracking & 3-Strike Escalation

Each failed contact attempt increments the counter. Messages become attempts after 48h of no response. The counter keeps climbing through Follow-Up, Re-engaging, and Needs Attention — it only resets to 0 when a member reaches Stable. At 3 attempts, the system auto-escalates to the appropriate manager.

Frozen Members (Parallel Track)

Frozen members sit on a separate track and don’t appear in the daily task list until 7 days before their return date. The task is always “Reactivation call.” Only enters the normal 3-strike cycle if the reactivation call gets no response.
Needs Attention
Needs Attention
Live priority \u2014 the next action is overdue or the situation has worsened.
Contact Attempted
Contact Attempted
Coach made the contact (sent message / left voicemail). Awaiting response.
Awaiting Response
Awaiting Response
Ball is in the member\u2019s court. Auto follow-up scheduled in 2 days.
Re-engaging
Re-engaging
Member has responded positively or made a commitment. Check-in scheduled to confirm follow-through.
Review Booked
Review Booked
Specific session, InBody, or 1:1 is in the diary. Best possible outcome short of \u201cstable\u201d.
Escalated
Escalated
Pushed to senior coach or manager. Original coach\u2019s direct attempts didn\u2019t land.
Stable
Stable
No further action needed \u2014 monitor only.
Lost
Lost
Cancelled or fully disengaged. Consider win-back in 60 days.

Alerts & counts (Overview tab)

Contracts ending 60d
days
Members whose contract ends within 60 days. Re-sign conversations should start at 90d, not 30d \u2014 by 30d, disengagement has usually already begun.
Stalled progress
60d+
Attending, but no measurable weight or strength change in 60+ days. The least visible churn risk because they\u2019re still showing up.
Cohorts at cliff
< 70%
Joining cohorts whose retention has dropped below 70% \u2014 a structural problem, not an individual one. Investigate what was different about onboarding that month.
How the dashboard prioritises: alerts on Overview → Action Needed button on each row → full script and decision rules in the slide-out → status updates flow into the Interventions Log automatically. Daily flow: open Daily Call Sheet, work top to bottom.