POOR-REVIEW RATE
7.5%
+0.0
BILLING INTENT
50%
+3.1pp
FRONT-DESK EFFECT
+36pp
+0.4
90-DAY CHURN
4.7%
+0.3pp
WEEKLY REVENUE
$122M
+1.2%
DUES AT RISK
$142M
live
God's-eye · global fleet2,715 CLUBS · 6 COUNTRIES · HOVER A MARKET
Global risk map click any market to zoom to club level
healthywatchcriticalhover for detail · click to zoom in
Global fleet summary this week
Clubs
2,715
Members
18.1M
Markets on watch
37
Weekly VoC volume
84.2K
Global NPS
34
Dues at risk
$142M
US · 2,410 clubs31 on watch
Canada · 118stable
Mexico · 744 on watch
Spain · 63stable
Australia · 422 critical
Panama · 8stable
Voice of the Customer · omni-channel84,186 SIGNALS THIS WEEK · 8 CHANNELS
This is the engine every number downstream is derived from member language
Everything else in this console — churn, revenue, operations — is explained by what members say. We enrich all 84,186 pieces of feedback this week, across reviews, app stores, support tickets, social, NPS surveys, call transcripts and the cancellation flow, into 28 structured dimensions, then measure which ones actually cause a member to sour, leave, or spend more.
Feedback by channel 84.2K this week
Support tickets21.4K25%
Social · X/Reddit/IG/TikTok18.7K22%
App Store / Play14.2K17%
Google reviews9.2K11%
NPS surveys9.8K12%
Cancellation flow6.1K7%
Call transcripts3.2K4%
Live chat1.6K2%
Sentiment by channel neg neu pos
Support tickets
78%
Cancellation flow
88%
Social
64%
Google reviews
41%
App Store / Play
57%
NPS surveys
52%
Call transcripts
71%
Live chat
60%
Dimension activity enriched mentions this week · WoW
Billing / cancellation
8.4K+18%
Front-desk conduct
7.1K+4%
Cleanliness
6.2K−2%
Equipment condition
9.9K−6%
Cancellation intent
5.1K+22%
Safety / theft
1.7K+11%
Crowding
4.0K+3%
Judgment-free promise
2.2K+6%
Named-employee praise
3.2K+9%
Price / value
4.7K+2%
Facility infrastructure
3.9K+7%
Black Card amenity
2.5K−1%
Emerging themes share of feedback · 12 weeks
Charge-after-cancel +34% WoW
surging across app + support
Car break-ins +21% WoW
clustering in 3 urban US markets
Hot-water outages +14% WoW
facility signal, Chicago + Dallas
Named-hero praise +9% WoW
retention lever, quietly rising
Charge-after-cancelCar break-insHot-water outagesNamed-hero praise
The causal engine · how feedback explains the business37 SIGNALS → 2 OUTCOMES → $
What causes churn read left → right
① SIGNALS
What members say (purple, from feedback) fused with what they do (cyan, from systems). Every signal is measured, not guessed.
② OUTCOMES
Each signal is tested for how strongly it causes an angry review and a stated quit. A thicker line means a stronger cause.
③ THE MONEY
Follow the gold path: billing most strongly causes defection, which feeds churn and $142M at risk. Fix the gold path first.
Strongest causal paths act on these
Billing → Defection → $
strength 0.92 · the dominant path · $142M exposed
strength 0.92 · the dominant path · $142M exposed
Front desk → Dissatisfaction
strength 0.86 · largest anger driver, odds 35×
strength 0.86 · largest anger driver, odds 35×
Check-ins → Defection
strength 0.74 · structured early-warning signal
strength 0.74 · structured early-warning signal
Billing-system events → Defection
strength 0.88 · the operational tripwire
strength 0.88 · the operational tripwire
strongestunstructuredstructured
Causal drivers · click any driver to read the feedback behind itFEEDBACK → CAUSE → $
Driver leaderboard click a driver ↓
Front desk
+36pp·35×
Safety & theft
+26pp·11×
Billing & cancellation
+25pp·15×
Cleanliness
+25pp·13×
Crowding
+7pp·3×
Broken equipment
+5pp·2×
Root-cause drilldown sub-topics
Front deskBilling & cancellationCleanlinessSafety & theftBroken equipmentCrowding
Charged after cancelling38 mentions
+34
Cannot cancel / runaround27 mentions
+31
Surprise or hidden fee22 mentions
+26
Annual fee shock19 mentions
+22
Double-charged card14 mentions
+30
Guest feedback · omni-channel driver: billing & cancellation
All channelsGoogleApp StoreSupportSocialNPSCancel flow
Every piece of feedback is enriched live — hover any highlighted phrase or dimension chip to trace exactly which words became which structured field.
Google ReviewsLogan Square · 2026-03-31
Terrible gym. Hot water is always out and they won’t let me cancel my membership. Worst decision I’ve made in years.
Sentiment: Strongly negativeFacility: Hot water outBilling signal: Blocked cancellationRecommendation: Will not return
App Store / PlayiOS app · v9.4 · 2026-07-12
Charged $58 after I cancelled in the app. Support just closed my ticket. Uninstalling.
Billing signal: Charge after cancelResolution: Ignored
Support TicketTicket #482201 · 2026-07-14
Requested cancellation three times — still being billed. Final notice before a chargeback.
Billing signal: Cannot cancelTrust: BrokenRecommendation: Dispute / warns
SocialReddit r/planetfitness · 2026-07-13
PF billed me for a year after I moved. Class action when?
Billing signal: Charge after cancelRecommendation: Warns others
NPS SurveyNPS · detractor (score 2) · 2026-07-11
Would not recommend. The cancellation runaround is predatory.
Recommendation: Will not returnFriction: Cancellation runaround
Cancel FlowCancellation exit survey · 2026-07-15
Tried to cancel online, got redirected to call, nobody answered.
Billing signal: Cannot cancelFriction: Cancellation runaroundResolution: Ignored
Signal trends · 12 weeks billing breaking its band
billing intent1–2★ share5★ share
Retention by cohort 1 billing failure = −36pts
clean · 87%billing-failure · 51%
This week's action queue · do these now6 ACTIONS · MEMBER + CLUB LEVEL
P1
Contact 412 members at imminent churn risk
This week's model flagged 412 members who hit a billing-failure event and dropped below 2 check-ins/week in the last 30 days — 90-day churn probability above 68%. Highest-value segment to save.
412 members · 7 clubs$528K dues at riskMember Services
act by Wed
P1
Dispatch a safety review to Avondale
Avondale logged 6 safety reports this week (car break-ins in the lot), the most in the fleet. Safety carries +26pp dissatisfaction and 12% stated leaving-intent — and it clusters.
Avondale · 6 reportstrust + liabilityRegional Ops · Security
by Tue
P1
Freeze the charge-after-cancel & surprise-fee flow
38 charge-after-cancel complaints this week (+2.4pp WoW), the strongest leaving signal in the model at +34pp churn. Every week it runs feeds the $142M exposure and the securities-fraud narrative.
38 complaints · +2.4pp$142M exposureBilling systems · Corporate
now
P2
Front-desk retraining at Little Village & N. Broadway
Urban 1–2★ share widened +1.8pp, concentrated in Little Village and N. Broadway. The front desk is the largest cause of an unhappy member (odds 35×) and the cheapest to fix.
2 clubs · staff conduct+36pp driverOperations
this week
P2
Dispatch a facilities tech to Logan Square
Logan Square has the fleet's lowest equipment uptime (84%) with repeat hot-water and machine complaints. Uptime below 95% costs ~1.4 check-ins/member/week.
Logan Square · 84% uptimecheck-in lossFacilities
48h
P3
Recognize 3 named employees driving 5★ reviews
Named-employee praise is the strongest cause of a 5★ review (+42pp) and the cheapest retention lever the company owns. Three surfaced by name this week.
Maria, Denise, Coach Ray+42pp 5★ leverPeople team
this week
Operational performance · Chicago region drill-down33 CLUBS · ILLUSTRATIVE FIRST-PARTY
WEEKLY REVENUE
$2.97M
+1.2%
REV / MEMBER
$79
−0.4%
CHECK-INS / DAY
41.2K
+0.6%
UTILIZATION
61%
−2pp
STAFF ATTENDANCE
91%
−1pp
EQUIPMENT UPTIME
95.4%
+0.3pp
PT ATTACH RATE
9.1%
+0.4pp
NPS
34
−3
Weekly revenue by stream $2.97M · Chicago region
Membership dues$1.42M48%
Black Card upgrades$0.76M26%
Personal training$0.43M14%
Food & beverage$0.21M7%
Retail & apparel$0.09M3%
Day passes$0.05M2%
Causal drivers of revenue & retention structured model
PT attach +1pp
+$41 LTV / member+2.1pp retention
Staff attendance <90%
+7pp dissatisfaction−$0.8/check-in F&B
Equipment uptime <95%
+5pp 1–2★−1.4 check-ins/wk
F&B attach +5pp
+$0.9/check-in+0.6pp retention
Billing failure event
+34pp 90-day churn−$212 LTV
First-month check-ins <2/wk
+21pp churn−$164 LTV
Top revenue clubs
| Club | Rev/wk | $/mbr | PT | F&B | Chk/d | Staff | Uptime | NPS | Status |
|---|---|---|---|---|---|---|---|---|---|
| Elgin | $75K | $45 | $23K | $7K | 1,371 | 98% | 90% | 70 | HEALTHY |
| N. Broadway | $72K | $39 | $16K | $5K | 1,208 | 87% | 91% | 14 | CRITICAL |
| Little Village | $71K | $36 | $13K | $5K | 1,547 | 84% | 85% | -1 | CRITICAL |
| Washington Square | $69K | $38 | $15K | $5K | 1,520 | 83% | 91% | 22 | CRITICAL |
| Waukegan Lewis | $69K | $43 | $16K | $9K | 1,169 | 89% | 93% | 72 | HEALTHY |
| Lockport | $67K | $42 | $12K | $10K | 1,018 | 88% | 91% | 65 | HEALTHY |
Underperforming clubs revenue + ops
| Club | Rev/wk | $/mbr | PT | F&B | Chk/d | Staff | Uptime | NPS | Status |
|---|---|---|---|---|---|---|---|---|---|
| Elmwood Park | $49K | $35 | $8K | $4K | 1,100 | 87% | 88% | 21 | CRITICAL |
| Schaumburg Barrington | $51K | $41 | $13K | $3K | 883 | 82% | 89% | 11 | CRITICAL |
| Oak Lawn | $51K | $45 | $15K | $5K | 998 | 77% | 91% | 16 | CRITICAL |
| Forest Park | $53K | $46 | $15K | $7K | 861 | 79% | 86% | 33 | WATCH |
| Bolingbrook | $53K | $46 | $12K | $9K | 917 | 98% | 90% | 66 | HEALTHY |
| Joliet Voyager | $54K | $36 | $11K | $3K | 1,406 | 87% | 101% | 75 | HEALTHY |
Revenue at risk
$142Mannualized dues at risk from billing-driven churn
LTV / member $1,284
CAC $38
LTV:CAC 33.8×
Payback 2.1 mo
CAC $38
LTV:CAC 33.8×
Payback 2.1 mo
Member funnel this week
Joined12,940
Activated · 2+ check-ins8,120
Engaged · class/PT4,510
F&B attach3,180
Retained 90d9,530
At risk3,410
Across the Chicago portfolio · all 33 clubsONE-STAR RATE · CLUB × DRIVER · DRILL-DOWN
Every club, every failure green = healthy · red = act now
| Club | Front desk | Billing | Clean | Equip | Safety | Crowd |
|---|---|---|---|---|---|---|
| Avondale | 24 | 19 | 29 | 21 | 18 | 29 |
| Little Village | 45 | 42 | 40 | 23 | 33 | 25 |
| Schaumburg Barrington | 22 | 19 | 23 | 46 | 43 | 42 |
| N. Broadway | 42 | 22 | 26 | 36 | 39 | 43 |
| Oak Lawn | 44 | 19 | 35 | 37 | 32 | 22 |
| Cicero | 31 | 19 | 46 | 44 | 34 | 26 |
| Back of Yards | 45 | 34 | 44 | 43 | 32 | 29 |
| Logan Square | 35 | 30 | 21 | 26 | 42 | 17 |
| Pullman Park | 17 | 36 | 25 | 33 | 31 | 27 |
| Elmwood Park | 48 | 22 | 29 | 22 | 36 | 25 |
| Washington Square | 27 | 40 | 26 | 34 | 45 | 19 |
| Chatham | 9 | 12 | 20 | 18 | 12 | 13 |
| Melrose Park | 11 | 15 | 9 | 19 | 22 | 23 |
| Forest Park | 20 | 23 | 8 | 13 | 23 | 20 |
| Crystal Lake | 15 | 23 | 18 | 21 | 13 | 11 |
| W Foster | 15 | 10 | 14 | 23 | 13 | 8 |
| Tinley Park | 3 | 4 | 8 | 5 | 5 | 4 |
| South Loop | 9 | 6 | 4 | 3 | 3 | 4 |
| Joliet Jefferson | 7 | 4 | 3 | 6 | 4 | 9 |
| Deerfield | 4 | 6 | 8 | 5 | 9 | 6 |
| Lockport | 4 | 5 | 3 | 6 | 4 | 8 |
| New Lenox | 8 | 6 | 3 | 5 | 4 | 4 |
| Aurora Lake St | 4 | 8 | 4 | 3 | 9 | 6 |
| Bolingbrook | 9 | 5 | 8 | 7 | 8 | 7 |
| Plainfield | 6 | 4 | 4 | 8 | 8 | 9 |
| West Dundee | 5 | 7 | 8 | 7 | 8 | 6 |
| Mundelein | 7 | 7 | 5 | 9 | 9 | 3 |
| Montgomery | 9 | 9 | 7 | 3 | 8 | 4 |
| Naperville | 9 | 7 | 3 | 4 | 7 | 6 |
| Elgin | 7 | 9 | 4 | 3 | 9 | 3 |
| Waukegan Lewis | 8 | 4 | 8 | 8 | 8 | 6 |
| Addison | 8 | 4 | 7 | 5 | 8 | 8 |
| Joliet Voyager | 6 | 6 | 3 | 3 | 7 | 6 |
Live signal log · this week's eventsREAL-TIME · GATED 95%
07:42Billing-failure spike detected — Cicero (+9 events)
07:20Front-desk complaint · N. Broadway (named staff)
06:15Safety report logged — Avondale (lot break-in)
YesterdayCheck-in frequency dipped at 4 urban clubs
YesterdayNamed-hero praise · Maria @ Belmont Cragin
MonSurprise-fee complaints +2.4pp WoW
MonEquipment uptime restored · Oak Lawn 91%→96%
MonNew 1–2★ cluster · Little Village
DIMENSION LABS · CAUSAL INTELLIGENCE OS — illustrative product preview. Causal effects, odds ratios and club rating gaps are seeded from the real July 2026 analysis of 9,186 Google reviews across 33 Chicago clubs (g-computation ATEs, 95% bootstrap intervals, club fixed-effects confirmation). The map, causal-graph weights, weekly series, member counts, revenue streams, per-club operational metrics and funnel are fabricated to demonstrate the god's-eye product once all first-party data is fused. No live or operational figure here is a real observation.