The Correlation Between Payments and Member Churn

2025 State of the Industry Outlook

Happy members are better business. Members that mistrust their health club billing or payments are not happy. Getting the billing and payments right seems like table stakes for any business. So, it’s shocking that getting it wrong is surprisingly commonplace. That’s the reality and it can lead to churn. Mehdi Benjelloun, President of Exerp, participated in an interview with Athletech News that appeared in their report, 2025 State of the Industry Outlook. You can read it in an excerpt from the publication below, or download the complete report here.

THE FUTURE OF GYM BILLING: TRENDS DRIVING SMARTER, SEAMLESS PAYMENTS

A seamless, error-free payment system isn’t just about transactions — it’s a direct driver of retention, revenue, and member satisfaction

The Link Between Payments and Churn Reduction

A seamless payment experience is often the unsung hero of member retention.

“Addressing common pain points in billing can have a significant impact on retention rates,” says Benjelloun. “When payments are smooth and intuitive, members are far less likely to experience frustration or disengage from their gym or fitness facility.”

Two key factors he points to are access to payments transparency. Members should be able to view and manage their payments without needing to contact customer service, reducing frustration and enhancing convenience.

“Invoices and receipts should be easy to read and understand, as transparency builds trust and increases retention,” Benjelloun emphasizes.

Additionally, the purchase experience must be intuitive. Whether booking a personal training session, signing up for a course, or paying for a specialized class, transactions should be easy and hassle-free. To achieve this, operators can implement installment plans, allowing members to split large purchases into manageable payments, making services more accessible while reducing drop-offs.

Flexible payment processing is another game-changer, enabling transactions even when a member lacks an active payment method by using a card on file or sending a payment link for later payment.

Benjelloun says digital wallets like Apple Pay and Google Pay have also proven effective in enhancing convenience and improving conversion rates, and on-the-go payment options – such as tap-to-pay on the gym floor – expedite the purchasing process even further.

By incorporating these capabilities, fitness operators can significantly enhance the payment experience, reduce operational overhead, and ultimately retain more members – turning billing from a source of frustration into a value-added service.

What Sets Exerp Apart

Unlike traditional gym management payment systems, Exerp is an enterprise solution designed to provide the flexibility that large fitness operators require. “We go beyond just being a software provider; we work closely with our clients to tackle their payment challenges and optimize their financial operations,” Benjelloun says.

Exerp has built a comprehensive and flexible payment ecosystem that integrates seamlessly with a variety of partners. Key features include:

With an open API that allows clients to leverage the full capabilities of Exerp’s backend, the platform ensures optimal integration with preferred systems. Its robust and accurate billing engine efficiently handles high transaction volumes, making it an ideal solution for large or growing fitness businesses.

Benjelloun says optimizing payments doesn’t just improve the member experience – it also has a direct impact on a gym’s bottom line.

“One of our clients had a high volume of unpaid debt cases that were regularly sent to a debt collection agency. By implementing our automated debt collection process, including sending direct payment links to members to make things quick and easy, they saw a significant drop in cases sent to collections and recovered revenue much faster. It was a game-changer for their cash flow and profitability.”

Looking ahead, Benjelloun sees several key trends shaping the future of fitness payments. “I believe the future of payments lies in a combination of digital wallets and tap-to-pay technology,” he says. “The ability to make payments on the go, without relying on traditional terminals, will transform transactions. Tap-to-pay is set to revolutionize the payment experience, making it faster, more seamless, and more accessible than ever.”

As gyms, studios, and independent contractors navigate an increasingly digital world alongside members and clients who demand flexibility, offering intuitive and error-free billing solutions will be a defining factor in long-term success. With Exerp at the forefront of eliminating outdated billing practices, offering a smoother, more engaging member experience is easier than ever.

Contact Exerp to Learn More.