Will switching gym software wake up sleepers?

Waking up sleeping gym members is a common concern for operators looking to upgrade to a new software solution. Read on to understand more about the risk and how to decide whether you should make the switch.

Sleeping gym members, also known as sleepers, are those gym members who are still paying, but haven’t used their membership in 3+ months.

These members are an attrition risk. Why? They are more likely to cancel (or even just stop paying) than members who are still making use of their membership.

Like many gym operators, you may want to switch to a new gym management software and payments partner. But, the risk of waking sleeping members, causing them to cancel, is holding you back.

And honestly, if you have sleepers, some will leave when you make the switch. Yet, by maintaining the status quo to hold on to sleeping members, you could be hurting your business in the long run.

Want to understand the risk of waking sleepers? And how to decide if upgrading to a new gym management system is worth the risk? Yes?! Then read on…

Let’s get stuck in!

How many members are sleeping?

The Winning The War On Attrition research found that 17% of UK gym and fitness club members were sleeping – with no visits tracked in 90+ days.

This will be different for every business. If you’re proactive in engaging members, your percentage of sleeping members could be lower.

For example, before switching to Xplor Gym, S20 Health and Fitness reported that 10% of the club’s members were sleeping.

Plus, the likelihood is that if your business opened prior to 2020, you’ve probably already dealt with waking sleepers during lockdowns. During this time, lots of gyms and fitness clubs froze memberships to pause payments. And in the process, woke sleepers.

At the same time, during 2021 and 2022, the cost of living increased sharply. Many are still struggling to make ends meet. As of January 2025, 57% of adults in Great Britain reported that cost of living had increased compared to the previous month.

People are paying attention to what’s coming into and out of their bank accounts. And are more likely to spot that gym membership they’ve forgotten to cancel. So, reducing the likelihood of businesses like yours retaining a high percentage of sleepers.

Are members really sleeping?

HCM & Active Insight research explored the reasons why sleepers keep paying despite not having visited for 3+ months.

The findings revealed that many sleepers actively choose to keep their membership for many reasons. For example:

All these reasons suggest that many sleeping members are actually awake. Fully aware they still have a membership and are not using it.

Similarly, the Winning The War On Attrition research found that on average members cancel around 5 months after their last visit. This is a period of hope. With members feeling the benefits, without getting the most out of their membership investment.

In the example of S20 Health and Fitness, where 10% of members were classified as sleepers. 80% of that group chose to stick with the club after the software switch. Resulting in the independent keeping 98% of its membership base. Again, reflecting the nuanced reasons why members choose to pay despite not attending.

Short-term losses bring long-term gains

The likelihood is that many sleeping members are doing so actively. But the reality is, switching to a new gym management system will contribute to some sleepers cancelling. Yet, that number might well be lower than you’d expect.

And in the longer term, upgrading to a new all-in-one gym management system (like Xplor Gym), can help you grow your business. Reducing the chances of members sleeping and cutting attrition with:

How to decide if waking sleepers is worth it

Is waking sleepers the main factor holding you back from switching software? Follow these steps to work out if waking sleepers is a risk worth taking:

Step 1: Know your numbers

Start by getting a list of paying members who haven’t visited in the last 3 months.

Using the number in this list, calculate what percentage of your total membership base is sleeping. And workout what this means from a revenue perspective.

This is your risk – the number of members and the revenue that could be lost.

Address sleepers ahead of switching

When you’ve identified your sleeping gym members, you could see if there are any obvious opportunities to address the issue before switching.

Look for common trends – demographics, membership types, previous visit habits, past activity preferences. Try to look for reasons why certain groups of sleeping members are no longer actively using their memberships.

Reach out and ask for feedback. Consider if there’s a relevant incentive you can offer to get sleepers back in. For example, a free guest pass, a complimentary programme review, or a new class/activity that would suit their preferences.

Start small and test with a selection of sleepers.

Ultimately, if you can reduce the number of sleepers, you’ll reduce the risk they represent to your business.

Step 2: Know the benefits

Next, make sure you really understand all the benefits of the new software that you’re considering switching to.

Assess what the features available will mean for your ability to:

4 signs it’s time to switch

Tip

How do you really know it’s time to make the move to a new all-in-one gym management system? There are 4 common things most gym operators experience.

See if you’re experiencing them too

Step 3: Know your appetite for risk

Weigh the potential attrition risk for sleepers against the longer-term benefits that your new software will bring. Are you comfortable with the risk of:

This approach should help you make the right choice for your individual business.

5 ways to take the stress out of switching

Tip

Find out how to make upgrading to a new gym management system a smooth experience.

Read now

The wrap up…

Sleepers are members who’ve not used your facilities in 3+ months and are still paying for their membership. These members are an attrition risk, more likely to cancel than members who are actively using their membership.

When you switch to a new gym management and payments solution, you risk waking up sleeping members. And that might mean they choose to cancel, taking their money with them.

Typically, between 10 and 20% of a gym’s membership base will be sleeping. This can vary widely depending on the type of club and how proactively members are engaged.

Research has found that many sleeping members are doing so by choice. Holding on to a membership so they can go if they want to, for a feel-good factor, or in the hope it will motivate them to be more active.

So, the number of sleepers lost when switching could be much lower than you’d expect. And by upgrading to a new software solution, you’ll get access to features that help you reduce the likelihood of members sleeping. Features that help you actively cut attrition.

To decide if short-term losses are worth it for long-term gains, work out the revenue risk that sleepers represent. And understand the benefits that a new gym management system would bring. 

Weigh the two up against one another and decide if it’s a risk your business should take.

Ready to make the move to a software solution that will help you keep more members for longer? Speak with our team to see what Xplor Gym can do for you.