Beta: Engagement features are currently being beta tested, and the views described here are currently only available to PassPlay staff. If you would like an analysis run for your organization prior to general availability, contact us.
The Analysis section
Select Analysis in the left navigation to open the engagement analysis page for your organization. From there you can start a new analysis run, view results, download the per-membership CSV, and open any past run again.
The engagement analysis is always retrospective. It takes the memberships that reached a renewal decision point in a date window you choose, measures their engagement in the months before that point, and reports whether the more-engaged members renewed at higher rates.
Engagement is measured strictly before the renewal decision point on purpose: if activity after the renewal point was included, members who renewed would always look more engaged, because they are still active members.
Create a new analysis run
On the Analysis page, fill in options under Run new analysis and click Start analysis:
Option | What it does |
Start Date and End Date | The window in which renewal decision points are evaluated. The default window ends 60 days ago and covers the 12 months before that. Renewal event tracking began in February 2025. |
Observation months | How many months of activity before each decision point are counted. Default 12, maximum 36. |
Tier scheme | Signals (breadth of use) is the default and the recommended setting - it is the same tier shown on the membership. Score (weighted) buckets by the score instead: 0 is None, 1-3 Low, 4-9 Medium, 10 or more High. It is not adjusted for the features your organization offers. |
Because an analysis run reads a large part of your organization’s event history, only one run at a time is permitted for each organization. Progress is shown live while the run works through its phases: loading renewal events, building the cohort, classifying renewals, aggregating engagement signals, and summarizing findings. You can leave the page and come back; reopening it picks the progress back up.
How a membership is classified
The decision point is the date a renewal was recorded in the window, or, if there is none, the date the membership’s term expires. Gift memberships are excluded, and decision points before February 2025 are dropped because renewal tracking starts there.
Outcome | Meaning |
Renewed | A renewal was recorded in the window, or within 30 days before or 90 days after the decision point, or the membership’s last-renewed date advanced past the decision point |
Lapsed | No renewal was found, and more than 60 days have passed since the decision point |
Indeterminate | The decision point is too recent to call - it is inside the 60-day settle period. These are excluded from the renewal rates. |
Findings
The results card shows:
Decision points, Renewed, Lapsed, Indeterminate: the size and make-up of the cohort.
How renewals were classified: how many rest on a recorded renewal event, and how many on the last-renewed date alone. A warning appears when more than 10% rest on the last-renewed date, because that field is overwritten by sync and means different things in different membership systems. Read the rates with more caution when you see it.
Renewal rate by engagement tier: the count, renewals, and rate for each tier. This is the main result.
Renewal rate by signal: for each signal, the renewal rate of members who used it against members who did not, and the lift between them. Only members whose organization offers that signal are counted. A large positive lift points to a signal that correlates with higher renewal rates.
Correlation is not causation: The analysis shows that engaged members renew more often. It does not show that engagement caused the renewal - members who intended to renew are also more likely to have been active. Use the findings to decide where to put your effort into things like message campaigns, not as proof of a result.
The CSV and past runs
Every completed run offers a Download CSV with one row for each membership: the organization, the membership number, name and level, the decision point, the term start and tenure, the observation window, each signal count, the number of distinct signals used, the score, the tier, and the renewal outcome.
Past runs lists each run with its window, observation months, tier scheme, membership count, and status. Select the date of a run to open its findings again - they are saved with the run, so no work is repeated.
Things to be aware of
Days are counted in UTC. A member who is active late in the evening can occasionally have that activity counted on the next day.
PassPlay only sees the data that passes through PassPlay.
Renewal history starts February 2025. Analysis windows that reach further back have less to work with, and rows whose observation window is cut short by that date are flagged in the CSV.