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Sales Performance Analytics: Terms

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This is a short explanation of the terms you will find on your Sales Performance Analytics dashboard. If you need more information, check out our comprehensive overview of this tool

Leads | Scheduled Follow-Ups | Initial Contact | Events | Sales 

 


Leads Dashboard

This dashboard is based on lead creation date. Other activity reported here may or may not have occurred in that range. This dashboard excludes deleted leads completely.

  • New Leads: New leads created within the selected date range (includes all new Prospects or Members added to Club OS, whether added manually or via integrated member management system.)
  • Leads Contacted: Leads created within the date range that received a Follow Up or Direct Contact. Includes Walk-ins and Telephone Inquiries.
  • Lead with Events: Leads created within the date range with a completed event (Unscheduled Visit or Scheduled Appointment).
  • Closed Lead Events: Leads created within the date range with a completed event resulting in a membership sale. Excludes online purchases.
  • Web Sign Up: Number of memberships sold online for leads created within the selected date range.
  • Memberships Closed: Leads created in the date range that ultimately purchased a membership. (Purchase may have occurred outside the date range).
  • Contacts to First Membership: Average number of contacts (Follow Up or Direct Contact)  made with leads prior to a membership purchase. Excludes web sign ups and walk-ins.
  • Contacts to First Appointment:  Average number of contacts (Follow Up or Direct Contact) made with leads prior to an appointment being scheduled. Excludes walk-ins.
  • Leads by Day: New leads created each day, grouped by origin.
  • Leads by Source: New leads created each day, grouped by Marketing Source. Will show as “unknown” if a source is not specified.
  • Leads by Origin: New leads created each day, grouped by Origin.
  • Appointments Created: Appointments created each day for leads created during the reported date range, grouped by Origin. 
  • Memberships Closed by Source:  Number of leads created in the date range that ultimately purchased a membership.

 


Scheduled Follow-Ups Dashboard

All data in this dashboard are reported using the date the Follow-Up was completed. This dashboard includes information on scheduled Follow-Ups only, not Direct Contacts.

  • Completed Follow Ups: Number/percentage of scheduled, completed follow-ups (call, email, or text) completed in the reported date range.
  • Direct Contacts: Number of direct contacts completed in the reported date range.
  • Follow-ups Performed by Action: Follow-ups completed each day, grouped by the action taken (call/email/text).
  • Follow-up Action by Origin: Completed Follow-Ups by Origin type and whether they were conducted by call, email, or text. 
  • Follow-up Phone Calls by Outcome: Follow-up phone calls completed each day during the date range.
  • Follow-up Method: Number/percentage of manual and automatic follow-ups completed in the reported date range.
  • Automatic vs. Manual Follow-up Completions: Manual and automatic follow-ups completed within the reported date range, organized by Follow-Up status.
  • Follow-ups Performed by Action & Follow-up Status: Follow-ups completed for each Follow-Up Status with an outcome date in the reported date range, grouped by follow up action.

 


Initial Contact Dashboard

Based on lead creation date and organized by Follow-Up Status, Origin and Lead Source. “Business Hours” are from 8 am - 8 pm. 

  • Time to First Contact (Web):  Average number of business hours between a lead being created with an origin of ‘Web’ and a Follow-Up being completed. 
  • Time to First Contact (Referrals): Average number of business hours between a lead being created with an origin of ‘Referral' and a Follow-Up being completed. 
  • Leads Not Contacted: Leads created within the date range that have not received a Follow Up or Direct Contact. (Excludes walk-ins and telephone inquiries.)
  • First Follow up Action for Web Leads: Action used to contact web leads for the first contact.
  • Initial Contacts by Origin:  Number of initial contacts (first Follow-Up) that are completed each day, grouped by origin.
  • Web Leads Contacted with 1, 4, or 12 business hours: Percentage of web leads that received a Follow-Up within that number of hours of submitting the web form.
  • Time to First Contact by Follow Up Status: Number of business hours between the lead created date and the first Follow-Up, grouped by follow up status. 
  • Time to First Contact by Origin: Number of business hours between lead created date and first Follow-Up, grouped by Origin. 

 


Events Dashboard

Based on the event start date. Other activity reported here may or may not have occurred in that range.  Closes on this dashboard exclude web sign ups. This dashboard excludes deleted events completely.

  • Lead Events: Number of events that occurred during the selected date range. This includes both unscheduled visits and scheduled appointments. 
  • Unscheduled Visits: Number of unscheduled visit events that occurred during the selected date range.
  • Unscheduled Visits Closed: Number of unscheduled visit events that occurred during the selected date range resulting in a membership purchase. Excludes web sign ups.
  • Appointments: Number of scheduled appointments that occurred during the selected date range.
  • Appointments Show: Number of scheduled appointments that occurred during the selected date range with a status of completed. 
  • Appointments Closed: Number of scheduled appointments that occurred during the selected date range that resulted in a membership purchase. Excludes web sign ups.
  • Events by Day: Events that occurred during the date range, grouped by attendee status. The line represents the the number of be-back events in the period.
  • Traffic (Appointment Show / Unscheduled Visit): Amount of club traffic by date. Includes appointments and unscheduled visits with a completed status. The line represents the number of events that resulted in a close
  • Appointments by Status: Appointments occurring during the date range, grouped by appointment status.
  • Unscheduled Visits Outcome: % of unscheduled visits each day that resulted in a sale or no sale.
  • Appointments Show Outcome: Number of unscheduled visits each day that resulted in a sale or no sale.

 


Sales Dashboard

Based on the membership sale date.  (Clubs choose whether to designate this as the Sign Date or Start Date.) All data refers to new memberships only (excluding rewrites and renewals), except for the specific Rewrite and Renewal statistics.  Will not include any Membership Type that is set to "ignored" in Club OS System Admin.

  • New Memberships: New memberships with a sale date in the reported date range. (Excludes memberships that are renewals and rewrites.)
  • Rewrites: Rewritten memberships with a sale date in the reported date range.
  • Renewals: Renewal memberships with a sale date in the reported date range.
  • RFCs: Rewritten memberships designated as ‘RFC’ with a sale date in the reported date range.
  • Average Recurring Membership Payment: Average recurring membership fee (excluding taxes) for memberships sold in the date range. Includes new memberships only.
  • Average Agreement Length (months): Average agreement length in months for memberships sold in the date range. Includes new memberships only.
  • Memberships by Source: Membership sales with a date in the report date range, grouped by source. Includes new memberships only. Will display source as “unknown” if not specified.
  • Memberships by Origin:  Membership sales with a date in the report date range, grouped by origin.  Includes new memberships only. 
  • Memberships by Type: Membership sales with a sale date in the report date range, grouped by membership type. Includes new memberships only.  
  • Lead Close Aging: Number/type of memberships sold in the report date range,  summarized by lead created date. 
  • Membership Type by Origin: Most common origin and membership type combination.Darker blocks indicate higher numbers.
  • Membership Type Distribution: Proportion of each membership type that was sold in the report date range. Includes new memberships only (not renewals, rewrites, or Return for Collections (RFCs).
  • Contacts Resulting in a Membership: Number of contacts made via scheduled follow up or direct contact prior to the membership being sold.

 

Need more information? Check out our full analytics overview

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