The Mariana Tek Report Your Studio Actually Needs — And Why You Can't Get It

Most Mariana Tek studio owners have never opened the Customer Retention Report. Not because they don't care about retention. They care deeply. It's because the report is buried, slow to load, and when it finally does render, the data just sits there staring at you with no obvious next step. So you close the tab and go back to putting out fires.

That's a mistake. Here's why.

Where to find it

Go to:

That's it. Three clicks. The hard part isn't finding it. It's what comes next.

Now you wait

Set the date range as far back as your data goes. For me that was January 1, 2024. Then hit run and put your phone down, because this thing takes a while. Five minutes, sometimes more.

I know what's going to happen while you wait. Your front desk person is going to have a question. Someone's going to text you. You'll think of three other things you need to do. The report will still be spinning, and you'll think: you know what, I'll come back to this later.

You won't come back to it. Or if you do, you'll start the whole process over.

Push through. Sit there. Let it run. Because what's inside is genuinely worth it.

What's actually in there — and most owners have never seen half of it

• Retention Segment — the big picture: is this person active, at risk, or lost?
• Activity Segment — an RFM-style tier that ranks active customers by recency, frequency, and spend
• Membership Status — their current subscription state
• Identity & Contact — name, email, customer ID
• RFM Scores — recency, frequency, and monetary value, each scored 0 to 5
• Dates — when they joined, first check-in, last check-in, last order, next reservation
• Check-In Activity — total visits in rolling windows: 1 week, 2 weeks, 1 month, 3 months, 6 months, 1 year, and all time
• Third-Party & Guest Check-Ins — ClassPass visits and guest passes used in the past year
• Purchase Behavior — total order count, total spent, remaining credits
• Location Data — home studio and every location they've ever visited

Most owners, when they finally download this and open it in Excel or Google Sheets, scroll through once and don't know where to start. I get it. It's a lot. But there's one thing that should jump out at you immediately.

Okay, but now what?

This is the part nobody talks about. And it's the part that actually matters.

Let's say you see a member. Call her Sarah. She's been with you for three years. 180 all-time check-ins. She spends around $2,400 a year. Her RFM scores are high across the board. By every measure in this report, she's one of your most valuable members.

Her last check-in was in February.

It's the end of March.

That's six weeks of silence from someone who was coming in three or four times a week. That's not a scheduling conflict. That's a warning sign. And if Sarah cancels, you're not losing a customer. You're losing $2,400 in annual revenue that you now have to replace with someone new, who you then have to onboard and retain all over again.

That's what this report lets you see. High-value members who have quietly gone quiet. These are the people worth picking up the phone for. A personal call, a check-in text, a "hey, we miss you." It works, but only if you know to make it.

The other thing this report gives you, if you pull it consistently, is a picture of how your business is shifting over time. Are more people moving from active to at-risk? Is your average monetary score going up or down? Is your retention segment holding steady or slowly eroding? That's the data that tells you whether what you're doing is working. Not just month-over-month revenue, but actual member behavior.

The hard part

To track any of this over time, you have to pull the report every week. Wait five minutes. Download the file. Compare it manually to last week's version. Figure out who moved segments and who disappeared.

That's not a quick task. It's a part-time job. And it requires you to be reasonably comfortable with spreadsheets, remember to do it consistently, and somehow find the time in between running classes, managing staff, and keeping the lights on.

Most owners don't have that. So the data sits in Mariana Tek, technically available, practically inaccessible.

Why I built StudioPulse

I went through all of this myself. The waiting, the downloading, the manual comparisons. And kept thinking: there has to be a better way.

This is exactly why I built StudioPulse: so the report runs itself, the at-risk members surface automatically, and you spend your time on the call, not the spreadsheet.