34 cancellation/termination records pulled from the Mariana Tek insights report, cross-referenced against Outlook correspondence for each member. Prepared for management review.
Ricky Huynh and Lucas Rietsch are Fit Factory staff (shown in the mailbox handling other members' cancellations, not as customers themselves), and Manon Deveau's record is a $0 "Staff Membership" contract. All three are excluded from the analysis below but kept in the full table (grayed out) so you can flag them with Mariana Tek / your ops team as a data entry issue worth fixing at the source.
Mariana Tek's own "Cancellation Reason" field, 31 confirmed customers
Bars scaled to the "Other" / "Upgrade" bars (10 = 100%). "Upgrade" and "Downgrade" mean the member's old contract was closed out because they moved to a different plan — the studio didn't lose them outright.
Grouping the reason codes above into two buckets
Based on a name search of the Fit Factory Outlook mailbox for all 31 confirmed customers — see methodology note at the bottom
Bottom line: staff made a real save attempt (discount, freeze, upsell, or credit) in 11 of 31 cases (35%), and only reacted with a reason-check in another 5. In 10 cases (32%) there is no email evidence a retention conversation happened at all — those may have been handled by phone/in person, but there's no record to confirm that.
Worth calling out live — the good, the concerning, and the process gaps
Wanted to leave due to distance from studio. Staff moved her to a 10-class pack and threw in 15 bonus classes. She stayed — this is the clearest retention win in the batch.
Alice dropped her unlimited plan but is continuing on class packs. Devanshi's old 3-month plan closed out because a friend (Shalu) transferred her a better 12-month plan to her — both effectively stayed customers.
A back injury led to repeated membership restructuring by staff over 5 months (credits, downgrades, re-signup). His final cancellation request in July appears to have gone unanswered in the mailbox.
Asked in early June whether her plan would renew and said she was shopping other gyms. She followed up twice over three weeks with no reply before staff finally engaged — by then she'd decided to leave.
Cancelled in early July citing low usage. A BBB complaint naming her surfaced shortly after (first logged July 10), suggesting a billing dispute wasn't fully resolved before she left.
Both were offered a discounted "Summer Membership" to stay (cost-driven cancellations). Neither responded before their cancellation processed — the offer alone didn't close the save.
Grayed rows are the 3 excluded staff/internal records, included here for completeness
| Member | Cancel initiated | Membership end | Reason (MT code) | Retention effort | What we found |
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