How WorkSpace Hub Increased Member Retention by 40%

WorkSpace Hub, a thriving coworking space network, was facing a common challenge: while they were great at attracting new members, retention rates were declining. After implementing Journey Mapper, they discovered the insights needed to turn things around.

The Challenge

WorkSpace Hub had solid acquisition numbers but was losing members after their first few months. Exit interviews revealed general dissatisfaction, but the specific issues remained unclear.

The Journey Mapping Process

Using Journey Mapper, the WorkSpace Hub team mapped their complete member experience:

Pre-Membership Phase

Initial website visit and inquiry
Tour scheduling and experience
Membership consultation
Contract signing and onboarding

Active Membership Phase

First day experience
Community integration
Regular workspace usage
Events and networking
Support interactions

Retention Decisions

Renewal conversations
Feedback collection
Exit interviews

Key Insights Discovered

The Summary Panel revealed critical patterns:

Onboarding Gap: Members who didn’t connect with the community within their first week were 3x more likely to leave
Support Delays: Technical issues taking more than 24 hours to resolve led to immediate dissatisfaction
Community Integration: Members attending at least one community event in their first month had 85% higher retention

Solutions Implemented

Enhanced Onboarding

Assigned community ambassadors to new members
Created a structured first-week experience
Implemented automated check-ins at key milestones

Improved Support

Reduced response time to under 4 hours
Added proactive communication about common issues
Created self-service resources for frequent questions

Community Building

Mandatory community introduction for all new members
Personalized event recommendations based on interests
Follow-up system for event attendance

Results

40% increase in member retention within six months
60% increase in event attendance among new members
85% reduction in support response time
Net Promoter Score improved from 6.2 to 8.7

Key Takeaways

Data-Driven Decisions: Journey mapping revealed specific pain points that weren’t obvious from general feedback
Early Intervention: Most retention issues could be prevented with better onboarding
Community Matters: Social connections were the strongest predictor of long-term retention
Continuous Improvement: Regular journey reviews help identify new opportunities

About WorkSpace Hub

WorkSpace Hub operates 12 coworking locations across the Pacific Northwest, serving over 2,000 members with flexible workspace solutions and vibrant professional communities.

Ready to transform your customer experience? Start your Journey Mapper trial today.