Member reliability indicator
GymOS features a member reliability indicator, which is used to encourage “good behaviour” in members, and to show gyms those members whose booking behaviour might be problematic.
Within the GymOS administration portal, the reliability indicator bar is displayed below the member’s name on the summary tab of their member record.
It may be optionally displayed to the member within their GymOS FitnessHub mobile app. This is controlled by the Show member reliability option within the Strike rules section of Settings.
How the reliability score is calculated
The algorithm for calculating the reliability score is proprietary to GymOS and not publicly disclosed. However, the essential elements of the calculation are summarised below.
- Every member starts with a reliability score of 100%.
- Booking and attending sessions does not impact the score.
- Cancelling a booking within the cancellation window will reduce the score an amount.
- A late cancellation will reduce the score a greater amount.
- A no-show will result in a reduction of the score by a greater amount.
- More recent bookings have a greater weighting than historical bookings. This essentially means that poor historical behaviour is eventually “forgiven”, but current poor behaviour is considered more “serious”.
Strike rules and penalising poor behaviour
Within GymOS, it is possible to configure automated strike rules that block a member from being able to book any additional sessions for a period of time, once their reliability score drops to a given amount.
Booking blocks may also be applied using triggers, which offer a significant amount of flexibility.
Financial penalities
GymOS does not provide automated functions to apply financial penalties for non-attendance or late cancellations. This is not an approach that we view as appropriate for the wellness industry.
If you wish to apply your own manual financial penalties, you may do this using the store functionality and by raising an ad hoc charge.
Encouraging good behaviour
Showing the reliability indicator to members has proven to be a good way of encouraging considerate booking behaviour. Psychologically, nobody wants to have a “poor score” against their record, so this tends to get people into a community-spirited mindset naturally.