Membership Renewal Survey
This membership renewal survey helps clubs, gyms, and membership organizations understand satisfaction levels and renewal intent before renewal deadlines. Identify members at risk of churning, understand the reasons behind their decisions, and gather actionable feedback to improve retention rates. The form uses NPS and conditional logic to personalize the experience based on member sentiment.
Try the Form
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export function clubMembershipRenewalSurvey(form: FormTs) {
// Membership Renewal Survey - Pre-renewal feedback and retention
// Demonstrates: RatingScale (NPS), StarRating, EmojiRating, ThumbRating, MatrixQuestion, CheckboxList, Dropdown, Slider, conditional visibility, dynamic labels, npsCategory, computed values
// State for tracking at-risk status
const isAtRisk = form.computedValue(() => {
const nps = satisfactionSection.ratingScale('npsScore')?.value() ?? 10;
const intent = renewalSection.radioButton('renewalIntent')?.value();
return nps <= 6 || intent === 'unlikely' || intent === 'definitely-not';
});
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Your Membership Matters',
computedValue: () => 'Help us serve you better as your renewal approaches.',
customStyles: {
backgroundColor: '#0d9488',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Member Information
// ============================================
const memberSection = form.addSubform('member', {
title: 'Your Membership'
});
memberSection.addRow(row => {
row.addDropdown('membershipType', {
label: 'What is your current membership type?',
options: [
{ id: 'individual', name: 'Individual Membership' },
{ id: 'family', name: 'Family Membership' },
{ id: 'student', name: 'Student Membership' },
{ id: 'senior', name: 'Senior Membership' },
{ id: 'corporate', name: 'Corporate Membership' },
{ id: 'premium', name: 'Premium/VIP Membership' }
],
isRequired: true
}, '1fr');
row.addDropdown('membershipLength', {
label: 'How long have you been a member?',
options: [
{ id: 'first-year', name: 'This is my first year' },
{ id: '1-2', name: '1-2 years' },
{ id: '3-5', name: '3-5 years' },
{ id: '5-10', name: '5-10 years' },
{ id: 'more-10', name: 'More than 10 years' }
],
isRequired: true
}, '1fr');
});
memberSection.addRow(row => {
row.addSlider('visitFrequency', {
label: 'On average, how many times per month do you visit/use our facilities?',
min: 0,
max: 30,
step: 1,
showValue: true,
unit: ' visits',
defaultValue: 8
});
});
// ============================================
// SECTION 2: Satisfaction & NPS
// ============================================
const satisfactionSection = form.addSubform('satisfaction', {
title: 'Your Satisfaction',
customStyles: () => {
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (category === 'passive') return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
if (category === 'detractor') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px', border: '1px dashed #e5e7eb' };
}
});
satisfactionSection.addRow(row => {
row.addRatingScale('npsScore', {
label: 'How likely are you to recommend our membership to friends or colleagues?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true,
alignment: 'center',
isRequired: true
});
});
satisfactionSection.addRow(row => {
row.addTextarea('npsReason', {
label: () => {
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return "What do you love most about your membership?";
if (category === 'passive') return "What would make your membership a 9 or 10?";
if (category === 'detractor') return "We're sorry you're not satisfied. What's not working for you?";
return 'Tell us about your experience';
},
placeholder: () => {
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'Share what makes your membership valuable...';
if (category === 'detractor') return "We want to make this right...";
return 'Your feedback...';
},
rows: 3,
autoExpand: true,
isVisible: () => satisfactionSection.ratingScale('npsScore')?.value() !== null
});
});
// ============================================
// SECTION 3: Value Assessment
// ============================================
const valueSection = form.addSubform('value', {
title: 'Membership Value'
});
valueSection.addRow(row => {
row.addMatrixQuestion('valueRatings', {
label: 'Rate the value you receive from each aspect of your membership:',
rows: [
{ id: 'facilities', label: 'Facilities & Equipment', description: 'Quality and availability', isRequired: true },
{ id: 'programs', label: 'Programs & Classes', description: 'Variety and scheduling', isRequired: true },
{ id: 'staff', label: 'Staff & Service', description: 'Helpfulness and expertise', isRequired: true },
{ id: 'community', label: 'Community & Social', description: 'Member events and networking', isRequired: true },
{ id: 'price', label: 'Price for Value', description: 'Worth what you pay', isRequired: true }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'below', label: 'Below Avg' },
{ id: 'average', label: 'Average' },
{ id: 'above', label: 'Above Avg' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
valueSection.addRow(row => {
row.addStarRating('overallValue', {
label: 'Overall, how would you rate the value of your membership?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 4: Benefits Usage
// ============================================
const benefitsSection = form.addSubform('benefits', {
title: 'Benefits & Programs'
});
benefitsSection.addRow(row => {
row.addCheckboxList('benefitsUsed', {
label: 'Which membership benefits have you used in the past year?',
options: [
{ id: 'fitness-equipment', name: 'Fitness equipment/gym' },
{ id: 'group-classes', name: 'Group fitness classes' },
{ id: 'personal-training', name: 'Personal training' },
{ id: 'pool-spa', name: 'Pool/Spa facilities' },
{ id: 'sports-courts', name: 'Sports courts (tennis, basketball, etc.)' },
{ id: 'member-events', name: 'Member events & socials' },
{ id: 'discounts', name: 'Member discounts' },
{ id: 'childcare', name: 'Childcare services' },
{ id: 'none', name: "I haven't used many benefits" }
],
orientation: 'vertical'
});
});
benefitsSection.addRow(row => {
row.addThumbRating('benefitsSufficient', {
label: 'Do you feel you get enough benefits for your membership fee?',
size: 'lg',
showLabels: true,
upLabel: 'Yes, good value',
downLabel: 'No, need more',
alignment: 'center'
});
});
benefitsSection.addSpacer();
benefitsSection.addRow(row => {
row.addTextarea('additionalBenefits', {
label: 'What additional benefits would make your membership more valuable?',
placeholder: 'Tell us what you wish we offered...',
rows: 2,
autoExpand: true,
isVisible: () => benefitsSection.thumbRating('benefitsSufficient')?.value() === 'down'
});
});
// ============================================
// SECTION 5: Renewal Intent
// ============================================
const renewalSection = form.addSubform('renewal', {
title: 'Your Renewal Decision'
});
renewalSection.addRow(row => {
row.addEmojiRating('renewalFeeling', {
label: 'How do you feel about renewing your membership?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
renewalSection.addRow(row => {
row.addRadioButton('renewalIntent', {
label: 'At this point, how likely are you to renew your membership?',
options: [
{ id: 'definitely', name: 'Definitely will renew' },
{ id: 'probably', name: 'Probably will renew' },
{ id: 'undecided', name: 'Undecided - need to think about it' },
{ id: 'unlikely', name: 'Probably will not renew' },
{ id: 'definitely-not', name: 'Definitely will not renew' }
],
orientation: 'vertical',
isRequired: true,
isVisible: () => renewalSection.emojiRating('renewalFeeling')?.value() !== null
});
});
// At-risk follow-up
renewalSection.addRow(row => {
row.addCheckboxList('nonRenewalReasons', {
label: "We're sorry to hear that. What factors are influencing your decision?",
options: [
{ id: 'cost', name: 'Cost is too high' },
{ id: 'usage', name: "Don't use it enough" },
{ id: 'moving', name: 'Moving/Relocating' },
{ id: 'alternative', name: 'Found an alternative' },
{ id: 'facilities', name: 'Unhappy with facilities' },
{ id: 'service', name: 'Poor customer service' },
{ id: 'schedule', name: 'Hours/schedule issues' },
{ id: 'life-changes', name: 'Life changes (health, family, etc.)' },
{ id: 'other', name: 'Other reason' }
],
orientation: 'vertical',
isVisible: () => {
const intent = renewalSection.radioButton('renewalIntent')?.value();
return intent === 'unlikely' || intent === 'definitely-not' || intent === 'undecided';
}
});
});
renewalSection.addSpacer();
renewalSection.addRow(row => {
row.addTextarea('whatWouldChange', {
label: 'What would change your mind about renewing?',
placeholder: 'We want to keep you as a member. What can we do?',
rows: 3,
autoExpand: true,
isVisible: () => {
const intent = renewalSection.radioButton('renewalIntent')?.value();
return intent === 'unlikely' || intent === 'definitely-not' || intent === 'undecided';
}
});
});
// ============================================
// SECTION 6: Contact for Follow-up
// ============================================
const contactSection = form.addSubform('contact', {
title: 'Stay in Touch',
isVisible: () => isAtRisk()
});
contactSection.addRow(row => {
row.addTextPanel('contactNotice', {
computedValue: () => "We value your membership and would like to discuss how we can better serve you.",
customStyles: {
backgroundColor: '#fef3c7',
padding: '12px 16px',
borderRadius: '8px',
borderLeft: '4px solid #f59e0b',
fontSize: '14px'
}
});
});
contactSection.addRow(row => {
row.addRadioButton('contactPreference', {
label: 'Would you be open to a brief call to discuss your concerns?',
options: [
{ id: 'yes-call', name: 'Yes, please call me' },
{ id: 'yes-email', name: 'I prefer email' },
{ id: 'no', name: 'No thanks, I just wanted to share feedback' }
],
orientation: 'vertical'
});
});
contactSection.addRow(row => {
row.addTextbox('contactPhone', {
label: 'Best phone number to reach you:',
placeholder: '(555) 123-4567',
isVisible: () => contactSection.radioButton('contactPreference')?.value() === 'yes-call'
});
});
// ============================================
// SECTION 7: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: () => isAtRisk() ? 'Member Status: At Risk' : 'Member Feedback Summary',
isVisible: () => satisfactionSection.ratingScale('npsScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const nps = satisfactionSection.ratingScale('npsScore')?.value();
const npsCategory = satisfactionSection.ratingScale('npsScore')?.npsCategory();
const overallValue = valueSection.starRating('overallValue')?.value();
const renewalIntent = renewalSection.radioButton('renewalIntent')?.value();
const membershipLength = memberSection.dropdown('membershipLength')?.value();
const visits = memberSection.slider('visitFrequency')?.value();
if (nps === null || nps === undefined) return '';
const intentLabels: Record<string, string> = {
'definitely': 'Will Renew',
'probably': 'Likely to Renew',
'undecided': 'Undecided',
'unlikely': 'Unlikely to Renew',
'definitely-not': 'Will Not Renew'
};
const lengthLabels: Record<string, string> = {
'first-year': 'First year',
'1-2': '1-2 years',
'3-5': '3-5 years',
'5-10': '5-10 years',
'more-10': '10+ years'
};
let summary = `Member Renewal Assessment\n`;
summary += `${'═'.repeat(28)}\n\n`;
if (membershipLength) {
summary += `Tenure: ${lengthLabels[membershipLength] || membershipLength}\n`;
}
if (visits !== undefined) {
summary += `Activity: ${visits} visits/month\n`;
}
summary += `\nNPS: ${nps}/10 (${npsCategory})\n`;
if (overallValue !== null && overallValue !== undefined) {
summary += `Value Rating: ${overallValue}/5 stars\n`;
}
if (renewalIntent) {
summary += `\nRenewal Status: ${intentLabels[renewalIntent] || renewalIntent}\n`;
}
if (isAtRisk()) {
summary += `\n⚠️ ATTENTION NEEDED\nThis member may need personal outreach.`;
}
return summary;
},
customStyles: () => {
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (isAtRisk()) {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (category === 'passive') {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
}
return { ...baseStyles, backgroundColor: '#f3f4f6', borderLeft: '4px solid #0d9488' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => isAtRisk() ? 'Submit & Request Follow-up' : 'Submit Feedback',
isVisible: () => renewalSection.radioButton('renewalIntent')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'Thank You for Your Loyalty!';
if (isAtRisk()) return "We've Heard You";
return 'Thank You for Your Feedback!';
},
message: () => {
const category = satisfactionSection.ratingScale('npsScore')?.npsCategory();
const contactPref = contactSection.radioButton('contactPreference')?.value();
if (category === 'promoter') {
return 'We truly appreciate your support and kind words. Members like you are the heart of our community. See you soon!';
}
if (isAtRisk() && (contactPref === 'yes-call' || contactPref === 'yes-email')) {
return 'A member of our team will reach out to you within 48 hours. We value your membership and want to make things right.';
}
if (isAtRisk()) {
return 'We appreciate your honest feedback and take your concerns seriously. We hope you will give us another chance to serve you better.';
}
return 'Your feedback helps us improve the membership experience for everyone. We look forward to seeing you soon!';
}
});
}
Frequently Asked Questions
When should I send the renewal survey?
Send the survey 30-60 days before the membership renewal date. This gives you time to address concerns and implement retention strategies for at-risk members before they decide not to renew.
How do I identify at-risk members?
Look for low NPS scores (0-6), low value ratings, hesitant renewal intent responses, and detailed complaints in open feedback. The survey flags these automatically in the summary section.
What should I do with at-risk members?
Reach out personally to understand their concerns. Offer solutions like flexible payment plans, additional benefits, or a personal tour of new facilities. Address specific complaints mentioned in their feedback.
Can I use this for non-sports memberships?
Yes. The template works for any membership organization: professional associations, clubs, subscription services, or community groups. Simply customize the benefits and programs sections.
How often should I survey members?
Send this renewal-focused survey annually before renewal. Supplement with quarterly pulse checks or post-visit feedback surveys for ongoing engagement monitoring.