Key Reports to Manage Your Chapter

Transcription

1 Key Reports to Manage Your Chapter Michael Gilman Sr. Business Systems Analyst, Technology

2 CORE Reports

3 Clients Not Yet Counseled Report Lists client Mentoring Requests (MRE) with No Mentoring Session in CORE Includes client MREs listed on Not Yet Assigned and Contacted Reports Client MREs grouped by age 1-7 Days, 8-14 Days and >14 Days

4 Clients Not Yet Counseled Report

5 Why Clients Show on this Report Never Assigned to a Mentor Client has NOT been Mentored Unable to reach client and set appointment

6 Common Issues Client mentored but NO session notes entered Duplicate client - MRE notes assigned to wrong MRE Client no-show or canceled. Check chapter follow-up process Are mentors or admin using non session notes to record attempted s/calls?

7 NPS Detail Report Net Promoter Score Developed by Bain Consulting in 2003 Measures customer s satisfaction or happiness

8 How NPS Works

9 NPS Scale Promoter (9 or 10) Loyal, enthusiastic fans. Sing praises to friends, colleagues. Far more likely to remain clients and recommend to others Passive (7 or 8) Passively satisfied" = satisfied for now Referrals are likely to be qualified and less enthusiastic. Detractor (0 to 6) Unhappy customers Account for more than 80 % of negative word-of-mouth. High rates of defection Criticism/bad attitudes hurt a company s reputation.

10 NPS Detail Report

11 NPS Takeaway Read the comments Critical to interpret the numbers Clients occasionally mis-read or misunderstand the scale

12 Volunteer Performance Report Tracks Individual Volunteer Mentoring Contributions Quality Metrics Available: Long Term Clients Follow-On % NPS Score Co-Mentoring Activity Included in Totals Drilldown Reports with Client and Session Details

13 Volunteer Performance Report

14 Dashboard Performance Report Drilldown from National to District to Chapter Totals Available by Month and YTD Additional Metrics than on MIS Report Follow on rate One and done rate Long term clients Active Volunteer certification % Women and minority volunteers % New Volunteers

15 Dashboard Performance Report

16 MIS Report Drilldown from National or Region to District and Chapter Similar Metrics as Dashboard Report Compare your chapter's performance to National totals or to other chapters in your district

17 MIS Report

18 Exporting CORE Reports Benefits of Exporting Report Data Download and Save as Excel Spreadsheet Formatting and Headers Removed Additional Data Available Sort and Filter Information as Needed Easier for In-Depth Analysis of Data How-to Guide Available at help.score.org

19 Exporting CORE Reports Additional Data Available in Report Export: Chapter Volunteer Rosters Report Client Conversion Report Clients Not Yet Counseled Report Client Sessions Summary Report Local Workshop Reports National Online Workshop Client Leads Report Volunteer Performance Reports

20 Exporting CORE Reports

21 Exporting CORE Reports Select Custom Report Use Arrows to Select Fields to Export Click OK

22 Available Training & Support Help Site: help.score.org Access Training on Various Topics CORE & Reports Chapter Websites Scorevolunteer.org Accounts Search for Content by Keyword View Past & Upcoming Tech Webinars Review CORE Report Release Notes SCORE Help Desk:

23 Questions? Michael Gilman Sr. Business Systems Analyst

24 Client Conversion Report Provides Insight into the Effectiveness of the Client Intake Process Measures Conversion of Client Mentoring Requests to Mentoring Sessions Compare Your Chapter s Conversion Rate to Other Chapters Calculate Client Conversion Rate of District and Region

25 Client Conversion Report

26 National Online Workshop Client Leads Report Provides Prospective Client Leads to Chapters Promote Local Chapter Services List of Clients that Viewed Recorded Online Workshop on Zip Code Used to Determine Closest Location Credited to Chapter and Included in Total Chapter Services on MIS Report

27 National Online Workshop Client Leads Report

28 National Online Workshop Clients Leads on MIS Report

29 Other Report Updates National CNYC Aging Report Total Number of MREs on CNYC Grouped By Age Local Workshops for All Chapters Ranked Report All Chapter Workshops, Ranked by Total Attendees View Popular Workshops and Sort/Filter by Topic Dashboard Performance Reports Accessibility Changes % of Women and Minority Volunteers Metric Separated

30 Upcoming Report Changes Dashboard Performance Reports New Quality Data Metrics Total Mentoring Requests on CNYC >14D % of Mentoring Requests on CNYC >14D New Volunteer Data Metric Total Volunteer Applications Received Compare to New Volunteers to Calculate Volunteer Conversion Rate Available on National, District and Chapter Dashboard Reports

31 Upcoming Report Changes Client Contact Info Report List of Clients with a Mentoring Request in Your Chapter Includes All Info from Client s Profile in CORE Contact and Demographic Data Client s Business Information Mentoring Request Details Export & Upload into Constant Contact to Promote Chapter Services