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    Why Aren't My Membership Sales Representing Correctly in KPI?

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    Glossary:
    KPI: Key Performance Indicators

    Issue Background:
    KPI's are a snapshot into a club's performance at any given time, tracking figures such as prospects and sales. In the event that a KPI is reporting sales incorrectly, this TSG will fix the issue.

    Good to Have Open:
    1) Club OS
    2) Gmail
    3) JIRA
    4) System Admin App

    Solution #1: Accessing the Reports

    Step #1:

    Suppose a club (ex. The Edge Fitness) has commented that their membership sales are not adding up accurately within KPI. To begin solving the matter, open Club OS, go to User Search, and (for ultimate access) locate the club's Admin page.


    Screen_Shot_2017-12-13_at_1.57.57_PM.png


    > Club OS > User Search > Club Admin Page

    ***

    Step #2:

    Click 'Reports'.

    Screen_Shot_2017-12-13_at_1.58.40_PM.png


    > Reports

    ***

    Step #3:

    Scroll down for four sections to find the 'Memberships Sold Report'. Click it.

    Screen_Shot_2017-12-13_at_1.59.41_PM.png


    > Memberships Sold Report

    ***

    Step #4:

    A window will appear. Here, specify the date(s) in question, the club's location, and the employee affected (presuming that this issue is not club-wide).


    Screen_Shot_2017-12-13_at_2.01.38_PM.png


    When finished, hit 'Email Now'.

    > Email Now

    ***

    Step #5:

    Access your Gmail account. Within minutes, the Memberships Sold Report will appear in your inbox. Upon its arrival, first open it...


    Screen_Shot_2017-12-13_at_2.02.27_PM.png


    ...then find its attachment at the bottom of the page. Click it, as well.


    Screen_Shot_2017-12-13_at_2.02.58_PM.png


    > Gmail > Memberships Sold Report

    ***

    Step #6:

    Count up what sales are listed in the report. _Are they equal to the number of sales listed in KPI?_


    Screen_Shot_2017-12-13_at_2.03.19_PM.png


    If the KPI and Reports Do Not Match:

    This proves an issue with the system. Request the club's DataTrak report that displays every unit sold for the date(s) in question. Take the screenshot to JIRA and report your findings.

    > (JIRA)

    If the KPI and Reports Match:

    Contact your club and request that they review not only the New Agreements Report but the adjoining Rewrite and Renewal Reports, as well.

    Screen_Shot_2017-12-13_at_2.03.53_PM.png


    > Contact Client

    ***

    Step #7:

    Once the reports have been reviewed, ask:_Are there any services, in either report, that Club OS was meant to exclude? Are any services absent?_

    I. If The Answer is 'No': Stop. You've discovered a bug. Request their DataTrak report, displaying every unit sold for that date(s). Take the screenshot to JIRA and report your findings.

    > (JIRA)

    II. If The Answer is 'Yes, in the New Agreements': Reference Table I below.
    III. If the Answer is 'Yes, in the Rewrite/Renewal Agreements': Reference Table II below.

    ***

    Table I: Membership Types

    Step #1:

    In this instance, it is likely that KPI is registering a Membership Type originally intended for Club OS to ignore.

    Now informed of which Membership Type ought to be omitted, enter the System Admin and search for the club. Once there, locate and click 'Club Lists'.


    Screen_Shot_2017-12-13_at_2.04.24_PM.png


    System Admin > Club Search > Lists

    ***

    Step #2:

    Click 'Membership Types'.


    Screen_Shot_2017-12-13_at_2.05.04_PM.png


    > Membership Types

    ***

    Step #3:

    On display is the list of Membership Types sold by the club. Notice the 'Ignored' column. Here, each club choose which of their Membership Types tracks in KPI.


    Screen_Shot_2017-12-13_at_2.05.28_PM.png


    Find the unwelcome Membership Type. _Is it, in fact, arranged to be 'Ignored'?_

    If Yes: This proves an issue with the system. Request the club's DataTrak report that displays every unit sold for the date(s) in question. Take the screenshot to JIRA and report your findings.

    If No: Check the box. From here, the KPI's stats ought to stabilize. It should be noted, however, that, in terms of reporting, this fix can only alter future reports. It will not re-write any report proceeding the instant in which the issue was fixed.

    > (JIRA) > Contact the Club


    ****

    Table II: Rewrite and Renewal Reports

    Step #1:

    Before moving forward, it is important to know how rewrites and renewals differ from 'typical' Membership Sales.

    Rewrite: An expired Membership that has now been reactivated.
    Renewal: A Membership that has been renewed.

    One can see how each event toes the concept of 'new' Membership Sales. Each club has to decide for themselves if they believe either event is KPI-worthy. These decisions are committed to and carried out through Data Settings. To access Data Settings, begin by entering the System Admin, then search for the club in question. Upon finding it, locate and click 'General'.


    Screen_Shot_2017-12-13_at_2.05.54_PM.png

    > System Admin > Search > General

    ***

    Step #2:

    Halfway down, on the right, is 'Data Settings' Notice the bottom three boxes.


    Screen_Shot_2017-12-13_at_2.07.10_PM.png

    Like rewrites and renewals, Secondary Memberships challenge the concept of 'new' Membership Sales.

    Secondary Membership: A discounted add-on, meant to sweeten a Primary Membership deal. (ex. for a spouse)

    Make certain that the Data Settings matches the club's desired settings. If any box is unexpectedly checked or unchecked, that club's KPI could be noticeably off. If everything does match, you've got a bug. Request the club's DataTrak report that displays every unit sold for the date(s) in question. Take the screenshot to JIRA and report your findings.

    > JIRA

    ****

    Note:

    This is not a part of the TSG. While the steps featured above will resolve the issue, here is an alternative way of calculating KPI:

    Membership Units populate the KPI once that sale event is completed in the calendar. Technically, then, one could second-check KPI's stats by counting every single sales appearance in the client or club's calendar for the date(s) in question.

    Here's how an individual sale appears in the calendar. Note the presence of 1) the orange Prospect icon; and 2) the green dollar sign.


    Screen_Shot_2017-12-13_at_2.07.44_PM.png


    When confronted with a calendar full of events, one can quickly see how time-consuming this task can be.

    Screen_Shot_2017-12-13_at_2.08.15_PM.png


    For this reason, we strongly recommend the alternative as posted above.

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