Customer Support

How to score customer health as Fitness Studio Founders

Customer SupportFor Fitness Studio Founders1 apps12 steps~24 min to set up

You run a 6am bootcamp and a 7pm yoga flow, and somewhere in between you're supposed to know which of your 340 members is about to ghost you. Mindbody doesn't have a churn-risk report. MarianaTek doesn't email you when someone skips three weeks in a row. Wodify tells you who paid, not who's pulling away. So you export attendance CSVs on Sunday night, paste them into a Google Sheet, manually look for members whose visit counts dropped, and by Wednesday that data is already stale. You're reacting to cancellations, not preventing them. A boutique studio lives on retention — losing five members a month at $180/month is $10,800 ARR walking out the door.

Build this on Starch → See the apps used

Customer SupportFor Fitness Studio Founders1 apps12 steps~24 min to set up

Outcome

What you'll set up

A live member health dashboard that automatically flags at-risk members by visit frequency, class attendance patterns, and billing status — pulled from Mindbody, MarianaTek, Wodify, or ClassPass through browser automation on a daily schedule

An automated outreach workflow that drafts personalized check-in messages for members flagged as at-risk, ready for you to review and send each morning in under five minutes

A CRM that tracks every member's health score, last contact, instructor preference, and class attendance history in one place — replacing the Sunday-night spreadsheet entirely

The Starch recipe

Apps, data, and prompts

The combination of Starch apps, the data sources they pull from, and the prompts you use to drive them.

Apps used

CRM

Data sources & config

Starch automates your Mindbody, MarianaTek, Wodify, or ClassPass account through your browser — no API needed — pulling attendance records, class fill rates, and billing status on a daily schedule. Your member data lives in the Starch CRM, where the agent queries it live to run health scores, draft outreach, and surface retention trends. If you use Stripe for membership billing, Starch connects directly to Stripe and syncs charge and subscription data on a schedule to layer in payment health signals.

Prompts to copy

Pull attendance data from my Mindbody account every morning. Flag any member who attended 3+ times per week for a month but hasn't visited in 10 or more days. Show them in a dashboard sorted by last visit date and their average spend per month.

For each flagged at-risk member, draft a short, friendly check-in text from me — reference their usual class by name if possible, keep it under two sentences, and queue them for my review before 8am.

Build me a member health score that weights visit frequency (50%), class type consistency (30%), and billing status (20%). Show a red/yellow/green indicator for every active member in the CRM and update it daily.

Which instructors have the highest 90-day retention rate among members who attend their classes at least twice a week? Show me a breakdown by instructor and class type.

Flag any class in the last 30 days that ran at less than 60% capacity, and tell me what day and time it was scheduled.

Run these in Starch → or paste them into your favorite agent

Walkthrough

Step-by-step

1 Connect your studio management platform. Tell Starch which software you use — Mindbody, MarianaTek, Wodify, or ClassPass — and Starch automates it through your browser on a daily pull. No API keys required; it logs in and navigates the same way you would.

2 Define what 'at-risk' means for your studio. Describe your churn signal in plain language: 'Flag anyone who normally comes 3+ times a week and hasn't visited in 10 days' or 'flag anyone whose visit frequency dropped by 50% month over month.' Starch builds the rule.

3 Starch pulls your member roster, attendance history, and class fill rates each morning and scores every active member red, yellow, or green based on the criteria you set.

4 Open the CRM app and see your member list with health scores, last visit date, usual class, favorite instructor, and billing status in one view. No pivot tables, no CSV exports.

5 Review the red-flagged members for that day — typically 5–20 names depending on studio size — and read the draft check-in messages Starch queued for each one.

6 Edit and send the check-ins directly, or approve them in bulk. Starch logs the outreach date in each member's CRM record so you know who's been contacted and when.

7 Ask Starch a question like 'Which members flagged at-risk last month came back after I reached out?' to track whether your outreach is actually working. Starch queries the CRM and attendance history and gives you a number, not a canned report.

8 Check the class fill-rate view to see which time slots are chronically under 60% capacity. Use this to decide which classes to consolidate, promote, or reprice — based on four weeks of real data, not gut feel.

9 Review the instructor retention breakdown monthly: Starch calculates which instructors have the highest 90-day retention among frequent attendees, so you can structure your schedule around what's actually keeping members.

10 Set a weekly automation: every Monday at 7am, Starch sends you a Slack message with (a) new at-risk members from the past week, (b) members who came back after outreach, and (c) any class that dropped below your fill-rate threshold twice in a row.

11 When a member cancels, Starch logs the cancellation date, their last visit, their health score at the time, and whether they were in the at-risk queue — so you can see patterns over time and adjust your intervention threshold.

12 As your studio grows, customize the CRM schema: add fields like 'referred by,' 'intro offer type,' or 'membership tier' so your health scoring gets more precise without you having to start over.

See this running on Starch

Connect your tools, describe what you want, and the agent builds it. Closed beta is free.

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Worked example

February 2026 Retention Intervention — Riverstone Pilates (52 active members)

Sample numbers from a real run

At-risk members flagged week of Feb 3	11
Check-in messages sent (reviewed + approved)	11
Members who re-booked within 7 days	7
Monthly revenue retained (7 × $165 membership)	1,155
Time spent on outreach (review + send)	18
Classes flagged under 60% fill rate	3

Riverstone Pilates has 52 active members on monthly memberships at $165/month. In the first week of February, Starch's daily attendance pull flagged 11 members who had visited 3–5 times per week in January but hadn't booked a class in at least 10 days. For each one, Starch drafted a check-in message referencing their usual class — 'Hey Sarah, missed you in Tuesday reformer flow — everything okay?' — and queued all 11 for review by 7:30am. The studio owner spent 18 minutes reviewing and sending. Seven of the 11 re-booked within a week. At $165/month, that's $1,155 in monthly recurring revenue that would have quietly cancelled. Starch also flagged three classes running consistently under 60% capacity: the Wednesday 1pm mat class, the Friday 6pm reformer, and the Sunday 8am barre session. The owner consolidated the 1pm mat class into the 12:30pm session the following week, freeing an instructor slot and ending the scheduling conflict that was suppressing bookings.

Measurement

How you'll know it's working

30-day member retention rate (% of active members who visit at least once in any 30-day window)

At-risk member recovery rate (% of flagged members who re-book within 14 days of outreach)

Class fill rate by time slot (average % of capacity booked per session)

Average visits per active member per week (leading indicator before churn happens)

Monthly recurring revenue at risk (count of at-risk members × average membership value)

Comparison

What this replaces

The other ways teams handle this today, and how the Starch version compares.

Mindbody's built-in reports

Mindbody shows historical attendance and revenue but has no configurable churn-risk flagging, no outreach drafting, and no cross-metric scoring — you're still doing the interpretation yourself in a CSV.

Google Sheets + manual CSV export

Works, but requires a Sunday-night ritual, goes stale by Tuesday, can't draft outreach, and breaks the moment you change your at-risk definition.

HubSpot CRM

Powerful pipeline tooling, but costs $90–$800/month depending on tier, requires significant admin configuration, and has no native integration with Mindbody, MarianaTek, or Wodify — you'd still be importing CSVs.

Glofox or Hapana analytics add-ons

Purpose-built for fitness studios, but you're locked into their report templates; you can't ask 'which instructor drives the best 60-day retention for members who started on intro offers' and get a real answer.

Zapier + Airtable

You can build something custom, but Mindbody and MarianaTek don't have open APIs for independents, so you'd hit the same wall Starch solves with browser automation — and you'd need to build and maintain the logic yourself.

On Starch RECOMMENDED

One platform — crm all running on connected data. Setup in plain English; numbers stay current via scheduled syncs and live agent queries.

Try it on Starch →

FAQ

Frequently asked questions

Mindbody and MarianaTek don't have public APIs for independent studios. How does Starch actually get my data?

Starch automates your studio management platform through your browser — the same way you'd log in and click around yourself. It navigates the interface, reads attendance records, class rosters, and billing data, and pulls it into Starch on a daily schedule. No API key required. This is how Starch handles any website that doesn't have an open API, and it's a first-class pattern, not a workaround.

Can I define my own churn-risk criteria, or is it a fixed formula?

You define it. Tell Starch in plain language: 'Flag anyone who visited 3+ times per week for 30 days and hasn't booked in 10 days' or 'flag anyone whose visit count dropped by half compared to the prior month.' If your studio has two membership tiers with different expectations, you can set different rules for each. Change the criteria any time by telling Starch what to update.

Will Starch send the check-in messages automatically, or do I have to approve them?

By default, Starch queues drafted messages for your review each morning so you can read them before anything goes out. You can approve and send individually or in bulk. If you want fully automated sends without review, you can set that up — but most studio owners prefer to stay in the loop on member outreach, and the review step typically takes under 20 minutes.

Is my members' data stored securely? Is Starch SOC 2 certified?

Starch is not SOC 2 Type II certified yet. That's an honest limit worth knowing before you connect any member data. If your studio has compliance requirements around member PII, factor that in. For most independent boutique studios, this isn't a blocker, but it's worth naming upfront rather than finding out later.

What if I use ClassPass alongside my own memberships? Can Starch see that data too?

Yes. ClassPass has a web interface you can log into, so Starch can automate it through your browser — no API needed — and pull class bookings and fill rate data alongside your direct member data. You'd describe what you want Starch to pull and from which platform, and it handles both in the same daily workflow.

I also want to track which Instagram DMs from potential members never got a reply. Can Starch do that?

Instagram DMs are accessible through the Instagram web interface, so Starch can automate it through your browser — no API needed — and surface unanswered messages on a schedule. You'd describe the workflow: 'Every morning, check my Instagram DMs and flag any new message that hasn't been replied to in 24 hours.' Starch builds it. It won't send replies on your behalf without your review, but it will make sure nothing slips through.

The Customer Support Agent app sounds like it could handle member questions automatically. Is that available?

Customer Support Agent is coming soon — it's currently in development and not yet available. You can request beta access to get notified when it launches. For now, the CRM app handles the member tracking and outreach workflow, and the browser automation can surface unanswered messages from whatever channel you use to communicate with members.