For gyms and studios
UnderHeard talks to unsatisfied members and turns every conversation into one ranked report.
UnderHeard report
Finding 01Members cannot train between six and eight.
Cohorts build themselves from your member system. Five minutes, no integration.
It speaks, listens, and takes notes on every answer.
Pauses, hesitation and tone get coded like words do.
Ranked reasons, real quotes, and a recommendation, in three days.
Every conversation compounds into one answer you can act on.
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A live view of every conversation, and what to do about it.
What 124 conversations said
124 conversations, three days, one report. Ranked by how often members raised it, unprompted.
"Tuesday I waited twenty minutes for a bench. I did half my plan and left."Interview 23, minute 04
"Booking opens at noon and by five past it's full. My sister got in once this month."Interview 61, minute 02
Amira S.Scored 4 on the last surveyPeak-hour crowding5:12
Ben T.Complained at the front deskPeak-hour crowding4:47
Carla V.Left a two-star reviewClasses booked out6:03
Diego M.Quarterly check-inBroken equipment5:38
Emma R.Scored 6 on the last surveyLocker rooms4:21Insight
58 of the 74 crowding mentions name the same window, six to eight on weekdays. Mornings barely came up.
Insight
Only 9 members asked for more classes. The other 40 asked for a booking system that gives them a real chance at a spot.
Signal
Members stayed calm about broken machines. The tone changed when they talked about reporting them and hearing nothing back.
Quote
"I pay ninety a month and I still train at ten at night. That says it all, no?"
Member churn is the loss of active members who cancel or quietly stop attending. The stated reason often misses the experience that caused the decision.
They can explain the moments that a cancellation form cannot: onboarding gaps, class times, instructor fit, results, community, or a problem no one raised.
Yes. Teams can invite members after attendance drops, after an early membership period, or when a renewal decision is approaching.
Each conversation takes five minutes, making it practical for members between work, training, and family commitments.
Yes. Results can be segmented by location, membership type, class format, tenure, and attendance pattern to find problems local teams can act on.
It groups member conversations into recurring themes, preserves the evidence, and ranks the actions that make the largest difference.
No. Surveys measure broad sentiment. Interviews explain why a member gave that answer and what would change their experience.
Yes. Early member conversations can reveal whether a studio's welcome, goal setting, first classes, and follow-up create a reason to return.
Yes. Themes can be shared as operational insight, helping coaches and managers improve communication, class experience, and member support.
Yes. Members choose whether to take part. Declining an interview does not affect their membership, cancellation, or access to the studio.
