Risk IQ replaces the old member drop-off widget from the dashboard, and is now a dedicated section accessed from the main menu.
We have labelled Risk IQ as being a “beta function”. This doesn’t mean that it’s not tested or un-finished, but instead reflects that the algorithms we have created will continue to evolve and adapt over the coming months.
During our extensive testing phase, Risk IQ correctly predicted 74% of membership cancellations – days, sometimes weeks in advance. Many of those could have been mitigated and avoided, and that is the whole aim of this important feature.
At the top of the screen, you will see the filter criteria. Initially these will be set to their defaults, but are something that you will want to tune for your gym.
One fundamental of Risk IQ is that it is a behaviour analysis tool. It recognises concerning changes in member behaviour and generates a corresponding risk score. It applies only to those members with active memberships, as this is where behaviour patterns can be spotted.
Any member that has been given a score is showing at least one element of concern. The lowest risk score is 1. In reality, members with low scores (whilst showing a sign of potential concern) are likely not a problem. A good filter score to set is 3, or maybe 4. If you go higher than 4 it is very likely you will start to miss members that are going to cancel.
By default, all membership types are included. If you run memberships that have non-regular patterns – such as Open Gym memberships, you will want to exclude these from your listing. This is because members on this type of membership often have irregular behaviour patterns, and you may get false alerts.
Risk IQ will automatically filter out alerts for members that it thinks are due to either paused memberships or known absences. You can amend the filter to re-show these, if you wish.
Planned absences or sickness will be the most common cause of false alerts, so try to encourage your members to record their holidays in the system via the Scheduled Absences function.
Risk IQ performs its analysis on a nightly basis, and new alerts are added daily. We highly recommend that you review the alerts every morning and suggest that each staff member be responsible for reviewing and handling alerts for their mentees. This keeps the workload small, and they should also be best positioned to know what’s going on with that member.
To apply filter changes, click the “Apply Filter” button. The minimum risk score and membership selections will be preserved between sessions, so you don’t need to keep setting them.
Below the filter criteria are the alerts themselves.
The primary order is the alert date, shown on the right-hand side of the title box. The secondary order is the risk score, ordered with the highest score first.
For each alert, as well as the member’s name and the risk score, you can see the last session they attended alongside the next session they have booked. You can also see the most recent, previous time that they were flagged.
A bullet point list shows the one or more concerning behaviours that Risk IQ has detected. These can be taken as fact, and are not something you need to validate – only the causes behind them.
Whilst each element will add a minimum of 1 to the risk score, some will add more depending on the severity of the concern. For example, a member suddenly cancelling all future sessions will immediately trigger a higher risk score.
If a member is a triallist, on a planned absence, or has a paused membership, icons will be shown to indicate this.
If upon reviewing an alert, you immediately know the cause and know it not be a concern, you can click the “Not a concern” button. This will mark the alert accordingly.
For most members, you will likely want to check out their member record. You can click on the member’s name to open the member record in the same tab. Alternatively, and perhaps of more practical use, you can click the “open in new tab” icon alongside to open the member record in a new browser tab. This reduces the number of clicks navigating between Risk IQ and the member record.
As part of the Risk IQ release, the member record has been extended to include a greatly enhanced summary tab. This includes member statistics, a navigable calendar for reviewing their booking and attendance behaviour, and a set of graphs that show behaviour trends on a weekly basis. These allow for easy visual verification of things like increased no-shows, or reduced bookings.
Returning to the Risk IQ function, where a member has previous alerts, you can filter to view the alert history by clicking the filter icon. This enables you to see the progression of the concerns.
It is very important to realise that, because risk is determined from regular behaviour, that a member’s risk score can go DOWN – whilst they still remain a concern. This is because, if a member drifts from 3 sessions per week down to 2, and the alert warning of that change is ignored, 2 sessions a week becomes the members new “norm”.
Alerts are a snapshot in time, and subsequent behaviour changes by the member or to the members record may negate the alert.
These reasons are why it is important, where possible, to review alerts on a daily basis.
In addition to simply clicking “not a concern”, a greater number of actions are available by clicking the “Action” button.
In all cases, select the determination you have made following your review of the alert. You can select that they are “not a concern”, that they “might be a concern”, or you can initiate a mitigation workflow.
In all cases you can add comments. You can also choose to suppress alerts for a period of time. For example, you might do this if you know the member is sick and their behaviour won’t be the usual for, say, 7 days.
Care should be taken before suppressing alerts for a member for all time, and this should only be done for members where you know their attendance to be irregular and that Risk IQ may regularly flag them erroneously.
A mitigation workflow is a special Risk IQ trigger that you can set up. You can create as many different workflows as you wish. You might, for example, have “low concern”, “moderate concern”, and “high concern” workflows.
Within Settings, Lists & Groups, you can configure Risk IQ workflow categories – creating as many as you like.
Risk IQ triggers are then created the usual way, using the “Members” – “Risk IQ” – “Risk IQ mitigation workflow” trigger. Merge fields are available for elements such as the risk score, concern reasons, etcetera.
If you have a member that you know their behaviour will be irregular, such as an occasional guest, you can tick to “exclude them from Risk IQ assessments” by checking the corresponding box on the details tab of their member record.
For members with memberships you can, at any point, select to review their most recent risk alerts by selecting “View Risk IQ alerts” from the actions drop-down box in the member record.
Returning to the Risk IQ function once more, you can amend the filter to show alerts that have already been reviewed. This enables you to see the determinations made previously, alongside any comments you or a team member may have made.
We encourage all team members to add comments to explain their determinations, for the benefit of others – or simply to refresh their memories – at a later date.
Finally, if you get overwhelmed by your Risk IQ alert box (or if you have let it run a little out of control), you can click the “Bulk dismiss all alerts” button at the top of the screen. This will clear all unactioned alerts, and you can start afresh with any new alerts the following day.
With the average gym showing about 20% of members showing signs of disengagement, you may have a handful of alerts every day. By staying on top of these you should find that you have much greater and earlier insight into concerning behaviour, which you can then likely address and resolve – days or weeks before the member requests to cancel.
Of course, using Risk IQ is entirely optional. If you don’t want to know the members who might leave, simply stay away from the Risk IQ function.
We encourage you to check out the support and launch documentation on the Gym OS support website.
We hope that Risk IQ brings your facility added value, and helps you avoid some avoidable membership cancellations.