Membership Counts

FlexWash shows membership numbers on the Dashboard, in Membership Analytics, and in the Member Behavior Report. Each one answers a different question, so the totals do not always match. This page explains what each number counts and why two numbers for the same period can differ.

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How FlexWash Counts a Membership

Every membership count in FlexWash is a count of vehicle memberships. A customer with three vehicles on a plan counts as three memberships. A vehicle membership counts as active when its status is one of these: House account memberships are not counted.

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Snapshot Time

Active counts are a snapshot of each membership’s status at midnight, site time:

• The start count is taken at the start of the first day of the date range.
• The end count is taken at the end of the last day, so it includes every change made on that day.

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Sales and Churn

Sales and churn are counted from events in the date range:

• New: the first paid membership charge for a vehicle membership.
• Re-Up: a paid membership charge for a vehicle membership whose last status was Cancelled or Invalid Card.
• Prepaid: each prepaid membership sold.
• Churn: an Active membership that moves to Cancelled (voluntary), Invalid Card (involuntary), or Frozen, plus every move to Prepaid Expired.

Sales come from paid charges, so a status change without a charge is never a sale. Unfreezing a membership, or setting it to Active by hand, is not a sale or a Re-Up.

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Site

In a multi-site organization, each number counts toward a site as follows: Active counts always use the site the membership belongs to today. If a membership moves to another site, it also moves out of past active counts at the old site.

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Dashboard

The Aggregate view shows three membership cards: The KPI by Site and Comparison views show these numbers for each site:

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Membership Analytics

Open Reports > Memberships > Analytics, or click any membership card on the Dashboard. Churns also shows Churn Transfers: Invalid Card memberships that are then cancelled. They are not added to the total. When an Invalid Card membership is cancelled, its move to Invalid Card also stops counting as Involuntary churn, so the number for an earlier date range can drop.

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Member Behavior Report

The Member Behavior Report (Reports > Member Behavior Report) answers a different question: which customers are or were members, and how they wash. Its rows do not reconcile with the Dashboard because:

• One row per customer. A customer with several vehicle memberships appears once. The report does not show a per-vehicle Valid Until date.
• Current and lapsed members. It includes customers with a membership that is Active, Prepaid Active, Payment Failed, Invalid Card, Cancelled, Frozen, or Prepaid Expired.
• No date range. It always shows members as of now.
• Customer home site. It filters by the customer’s home site, not the site each membership belongs to.
• Different exclusions. Fleet customers are excluded. House account memberships are included.

Latest Status shows the most recent status change on any of the customer’s vehicles, so filtering on it does not give an active member count. Use the Dashboard or Membership Analytics for that.

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Why Net Members Can Differ

There are two ways to measure membership growth for a date range:

• Snapshot difference: Resulting Memberships minus Initial Memberships in Membership Analytics.
• Net Members: sales minus churn, in the Dashboard KPI by Site and Comparison views.

Most events change both numbers the same way. These do not: In a multi-site organization, a single site can also differ because active counts, sales, and churn can count toward different sites. See Site. Totals across all sites are not affected.

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Why the Churn Numbers Differ

The Dashboard Membership Churn card leaves out freezes. The Churns card in Membership Analytics and the Churn # column include them. For the same date range and sites, the difference equals Frozens.