When a member cancels, the reason rarely shows up in the billing system. Price, schedule changes, a move, an injury, or a better offer down the road all look the same as a cancelled payment. This exit survey helps gyms, boutique studios, and personal training businesses find out why people leave and what might have kept them.
Departing members share their name and email, the type of membership they held, and how long they were a member, then choose the main reason for cancelling. They rate their overall satisfaction and specific parts of the experience, including instructors, cleanliness, class variety, front desk service, and value for money, followed by how likely they are to recommend the studio.
The form adjusts to the reason given. Members who choose other are asked to explain, and those who are joining a different gym or found a cheaper option are asked, optionally, where they are going. Closing questions ask what could have been done differently, which services they wished existed, and whether they would consider pausing, returning at a discount, or buying drop-in passes.
Read together, the ratings and reasons point to fixable problems, while the win-back answers and the opt-in for future offers give the team a short list of former members worth contacting again.
