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    KPI Definitions

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    1. KPI: An Overview
    2.
    KPI Definitions
    3. How Can I Expand My KPI Table?
    4. How Do I Filter My KPIs?
    5. How Can I Compare My Current KPIs With Historical KPIs?

    KPIs, or ‘Key Performance Indicators’, are real-time stats that signify how successfully a club’s staff is accomplishing their Club Admin’s designated goals.

    Due to Club OS' customization capabilities, it is highly unlikely that every club will possess each KPI listed below. Furthermore, certain clubs call specific KPIs by multiple names. (Such discrepancies are pointed out below.) Here, KPIs are named as they appear within Club OS's without customization.

    • Appts Book %: The rate in which an employee/location booked appointments for Prospects acquired within the designated date range. This figure can be found by dividing the ‘Appts Made’ KPI with the ‘New Leads’ KPI.

    • Appts Closed: The total number of an employee/location’s appointments that resulted in the Prospect purchasing a membership within the designated date range.

    • Appts Made: The total number of an employee/location’s appointments that were scheduled within the designated date range.

    • Appts Show: The total number of an employee/location’s appointments that were attended within the designated date range.

    • Appts Show %: The rate in which an employee/location’s appointments were attended within the designated date range. This figure can be found by dividing the ‘Appts Show’ KPI by the ‘Appts Today’ KPI.

      Note: This KPI expands to include the following additional fields:

      • Walk-In: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Walk-In’.

      • Phone Inquiry: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Phone Inquiry’.

      • Web Lead: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Web Lead’.

      • Referral: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Referral’.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘VIP Guest’ or ‘Preferred Guest’.

      • Outreach: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Outreach’.

      • Other: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Other’.

    • Appts Today: The total number of an employee/location’s appointments that are scheduled for a specific date in question.

    • Asmts Made: The total number of an employee/location’s Assessments that were scheduled within the designated date range.

    • Asmts Show: The total number of an employee/location’s Assessments that were attended by Members within the designated date range.

    • Asmts Today: The total number of an employee/location’s Assessments that are scheduled for a specific date in question.

    • Calls: The total number of times in which an employee/location contacted a Prospect or Member via phone call within the designated date range. This figure can be found by adding together the ‘Calls (D)’, ‘Calls (M)’, and ‘Calls (PT)’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • Calls (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via phone call within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

      • Calls (M): The total number of times in which an employee/location contacted a Prospect via phone call within the designated date range in the effort to sell membership.

      • Calls (PT): The total number of times in which an employee/location contacted a Member via phone call within the designated date range in the effort to sell PT.

    • Calls (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via phone call within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

    • Calls (M): The total number of times in which an employee/location contacted a Prospect via phone call within the designated date range in the effort to sell membership.

    • Calls (PT): The total number of times in which an employee/location contacted a Member via phone call within the designated date range in the effort to sell PT.

    • Close %: The rate in which an employee/location’s interaction with a Prospect resulted in that Prospect purchasing a membership within the designated date range. This figure is calculated as a weighted percentage based on the total contributing values from Close Walk Ins % and Close Appts %

      Note: This KPI expands to include the following additional fields:

      • Close Walk Ins %: The rate in which an employee/location’s walk-in events resulted in a Prospect purchasing a membership within the designated date range. This figure can be found by dividing the ‘Walk Ins Closed’ KPI by the ‘Walk Ins’ KPI.

      • Close Appts %: The rate in which an employee/location’s appointments resulted in a Prospect purchasing a membership within the designated date range. This figure is calculated as a weighted percentage based on the total contributing values from Close Walk Ins % and Close Appts %

     

    • Close Appts %: The rate in which an employee/location’s appointments resulted in a Prospect purchasing a membership within the designated date range. This figure can be found by dividing the ‘Appts Closed’ KPI by the ‘Appts Show’ KPI.

    • Close Walk Ins %: The rate in which an employee/location’s walk-in events resulted in a Prospect purchasing a membership within the designated date range. This figure can be found by dividing the ‘Walk Ins Closed’ KPI by the ‘Walk Ins’ KPI.

    • Closed: The total number of instances in which an employee/location’s Prospect purchased a membership. This figure can be found by adding together the ‘Appts Closed’ and ‘Walk Ins Closed’ KPIs.

    • Club Traffic: The total number of visitors that an employee/location received within the designated date range. This figure can be found by adding together the ‘Walk Ins’ and ‘Appts Show’ KPIs.

    • Contacts: The total number of times in which an employee/location contacted a Prospect or Member within the designated date range. This figure can be found by adding together the ‘Contacts (D)’, ‘Contacts (M)’, and ‘Contacts (PT)’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • Contacts (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up within the designated date range. Here, the ‘(D)’ stands for ‘Direct’. This figure can be found by adding together the ‘Calls (D)’, ‘Emails (D)’ and ‘Texts (D)’ KPIs.

        Note: This KPI also expands to include the following additional fields:

        • Calls (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via phone call within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

        • Emails (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via email within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

        • Texts (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via text within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

      • Contacts (M): The total number of times in which an employee/location contacted a Prospect within the designated date range in the effort to sell membership. This figure can be found by adding together the ‘Calls (M)’, ‘Emails (M)’ and ‘Texts (M)’ KPIs.

        Note: This KPI also expands to include the following additional fields:

        • Calls (M): The total number of times in which an employee/location contacted a Prospect via phone call within the designated date range in the effort to sell membership.

        • Emails (M): The total number of times in which an employee/location contacted a Prospect via email in the effort to sell membership within the designated date range.

        • Texts (M): The total number of times in which an employee/location contacted a Prospect via text in the effort to sell membership within the designated date range.


      • Contacts (PT): The total number of times in which an employee/location contacted a Member within the designated date range in the effort to sell PT. This figure can be found by adding together the ‘Calls (PT)’, ‘Emails (PT)’ and ‘Texts (PT)’ KPIs.

        This KPI also expands to include the following additional fields:

        • Calls (PT): The total number of times in which an employee/location contacted a Member via phone call within the designated date range in the effort to sell PT.

        • Emails (PT): The total number of times in which an employee/location contacted a Member via email within the designated date range in the effort to sell PT.

        • Texts (PT): The total number of times in which an employee/location contacted a Member via text within the designated date range in the effort to sell PT.

    • Contacts (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up within the designated date range. Here, ‘(D)’ stands for ‘Direct’. This figure can be found by adding together the ‘Calls (D)’, ‘Emails (D)’ and ‘Texts (D)’ KPIs.

    • Contacts (M): The total number of times in which an employee/location contacted a Prospect within the designated date range in the effort to sell membership. This figure can be found by adding together the ‘Calls (M)’, ‘Emails (M)’ and ‘Texts (M)’ KPIs.

    • Contacts (PT): The total number of times in which an employee/location contacted a Member within the designated date range in the effort to sell PT. This figure can be found by adding together the ‘Calls (PT)’, ‘Emails (PT)’ and ‘Texts (PT)’ KPIs.

    • Emails: The total number of times in which an employee/location contacted a Prospect or Member via email within the designated date range. This figure can be found by adding together the ‘Emails (D)’, ‘Emails (M)’ and ‘Emails (PT)’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • Emails (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via email within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

      • Emails (M): The total number of times in which an employee/location contacted a Prospect via email in the effort to sell membership within the designated date range.

      • Emails (PT): The total number of times in which an employee/location contacted a Member via email within the designated date range in the effort to sell PT.

    • Emails (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via email within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

    • Emails (M): The total number of times in which an employee/location contacted a Prospect via email within a designated date range in the effort to sell membership.

    • Emails (PT): The total number of times in which an employee/location contacted a Member via email within the designated date range in the effort to sell PT.

    • Memb Down: The total worth of down payments that were collected toward memberships that were sold by an employee/location within the designated date range.

    • Memb EFT: The total worth of regular payments that were collected toward memberships that were sold by an employee/location within the designated date range. Here, the ‘EFT’ stands for ‘Electronic Fund Transfer’.

    • Memb Units: The total number of memberships that an employee/location sold within the designated date range.

    • New Leads: The total number of Prospects that an employee/location acquired within the designated date range. This figure can be found by adding together the ‘New Walk-In (Origin)’, ‘New Phone Inquiries’, ‘New Web Leads’, ‘New Referrals’, ‘New Outreach’, and ‘New Other’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • New Walk-In (Origin): The total number of an employee/location’s Prospects who initially visited the club without having previously scheduled an appointment.

      • New Phone Inquiries: The total number of an employee/location’s Prospects who were acquired by that Prospect placing a call to the club.  

      • New Web Leads: The total number of an employee/location’s Prospects who were acquired through their submission of the club’s online application.

      • New Referrals: The total number of an employee/location’s Prospects who were acquired via recommendations from pre-existing Prospects and Members.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘New VIP Guest’ or ‘New Preferred Guest’.

      • New Outreach: The total number of an employee/location’s Prospects who were acquired via events that were held outside of the club. (Example: A public booth.)

      • New Other: The total number of an employee/location’s Prospects who were acquired through means other than Walk-Ins, Phone Inquiries, Web Leads, Referrals, or Outreach.

    • New Memb ORTs: The total number of an employee/location’s New Members who scheduled their Orientation within the designated date range.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs’, ‘New Memb FCs’, ‘New Memb Intros’, or ‘New Memb QSs’.

    • New Memb ORTs %: The rate in which an employee/location’s New Members have scheduled their Orientation within the designated date range. 

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs %’, ‘New Memb FCs %’, ‘New Memb Intros %’, or ‘New Memb QSs %’.

    • New Memb ORTs Non-POS: The total number of an employee/location’s New Members who did not schedule their Orientation on the same day in which their membership was purchased.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs Non-POS’, ‘New Memb FCs Non-POS’, ‘New Memb Intros Non-POS’, or ‘New Memb QSs Non-POS’.

    • New Memb ORTs POS: The total number of an employee/location’s New Members who scheduled their Orientation on the same day in which their membership was purchased.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs POS’, ‘New Memb FCs POS’, ‘New Memb Intros POS’, or ‘New Memb QSs POS’.

    • New Memb ORTs Non-POS %: The rate in which an employee/location’s New Members did not schedule their Orientation on the same day in which their membership was purchased.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs Non-POS %’, ‘New Memb FCs Non-POS %’, ‘New Memb Intros Non-POS %’, or ‘New Memb QSs Non-POS %’.

    • New Memb ORTs POS %: The rate in which an employee/location’s New Members scheduled their Orientation on the same day in which their membership was purchased.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New Memb FAs POS %’, ‘New Memb FCs POS %’, ‘New Memb Intros POS %’, or ‘New Memb QSs POS %’.

    • New Other: The total number of an employee/location’s Prospects who were acquired through means other than Walk-Ins, Phone Inquiries, Web Leads, Referrals, or Outreach.

    • New Outreach: The total number of an employee/location’s Prospects who were acquired via events that were held outside of the club. (Example: A public booth.)

    • New Phone Inquiries: The total number of an employee/location’s Prospects who were acquired by that Prospect placing a call to the club.  

    • New Referrals: The total number of an employee/location’s Prospects who were acquired via recommendations from pre-existing Prospects and Members.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘New VIP Guest’ or ‘New Preferred Guest’.

    • New Walk-In (Origin): The total number of an employee/location’s Prospects who initially visited the club without having previously scheduled an appointment.

    • New Web Leads: The total number of an employee/location’s Prospects who were acquired through their submission of the club’s online application.

    • ORTs Closed: The total number of an employee/location’s Orientations held within the designated date range that resulted in the Member purchasing a PT package.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Closed’, ‘FCs Closed’, ‘Intros Closed’ or ‘QSs Closed’.

    • ORTs Made: The total number of an employee/location’s Orientations that were scheduled within the designated date range. This figure can be found by adding together the ‘ORTs Made Non-POS’ and ‘ORTs Made POS’ KPIs.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Made’, ‘FCs Made’, ‘Intros Made’ or ‘QSs Made’.

      This KPI expands to include the following additional fields:

      • ORTs Made POS: The total number of an employee/location’s Orientations held within the designated date range that were scheduled on the same day in which their Prospects purchased their memberships.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Made POS’, ‘FCs Made POS’, ‘Intros Made POS’ or ‘QSs Made POS’.

      • ORTs Made Non-POS: The total number of an employee/location’s Orientations held within the designated date range that were not scheduled on the same day in which their Prospects purchased their memberships.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Made Non-POS’, ‘FCs Made Non-POS’, ‘Intros Made Non-POS’ or ‘QSs Made Non-POS’.

    • ORTs Made Non-POS: The total number of an employee/location’s Orientations held within the designated date range that were not scheduled on the same day in which their Prospects purchased their memberships.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Made Non-POS’, ‘FCs Made Non-POS’, ‘Intros Made Non-POS’ or ‘QSs Made Non-POS’.

    • ORTs Made POS: The total number of an employee/location’s Orientations held within the designated date range that were scheduled on the same day in which their Prospects purchased their memberships.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Made POS’, ‘FCs Made POS’, ‘Intros Made POS’ or ‘QSs Made POS’.

    • ORTs Show: The total number of an employee/location’s Orientations that were attended within the designated date range.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Show’, ‘FCs Show’, ‘Intros Show’ or ‘QSs Show’.

    • ORTs Today: The total number of an employee/location’s Orientations that are scheduled for a specific date in question. This figure can be found by adding together the ‘ORTs Today Non-POS’ and ‘ORTs Today POS’ KPIs.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today’, ‘FCs Today’, ‘Intros Today’ or ‘QSs Today’.

      This KPI expands to include the following additional fields:

      • ORTs Today POS: The total number of an employee/location’s Orientations that are scheduled for a specific date in question that were scheduled on the same day in which their Prospects purchased their memberships.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today POS’, ‘FCs Today POS’, ‘Intros Today POS’ or ‘QSs Today POS’.

      • ORTs Today Non-POS: The total number of an employee/location’s Orientations that are scheduled for a specific date in question that were scheduled on the same day in which their Prospects purchased their memberships.

        Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today Non-POS’, ‘FCs Today Non-POS’, ‘Intros Today Non-POS’ or ‘QSs Today Non-POS’.

    • ORTs Today Non-POS: The total number of an employee/location’s Orientations that are scheduled for a specific date in question that were scheduled on the same day in which their Prospects purchased their memberships.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today Non-POS’, ‘FCs Today Non-POS’, ‘Intros Today Non-POS’ or ‘QSs Today Non-POS’.

    • ORTs Today POS: The total number of an employee/location’s Orientations that are scheduled for a specific date in question that were scheduled on the same day in which their Prospects purchased their memberships.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today POS’, ‘FCs Today POS’, ‘Intros Today POS’ or ‘QSs Today POS’.

    • Other: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Other’.

    • Other: The total number of an employee/location’s Prospects who possess an ‘Origin’ origin.

    • Outreach: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Outreach’.

    • Outreach: The total number of an employee/location’s Prospects who possess an ‘Outreach’ origin.

    • Phone Inquiry: The percentage of an employee/location’s appointments in which the Prospect’s origin is listed as ‘Phone Inquiry’.

    • Phone Inquiry: The total number of an employee/location’s Prospects who possess a ‘Phone Inquiry’ origin.

    • POS Referrals: The total number of referrals that an employee/location acquired within the designated date range from Prospects or Members upon their purchase of agreements.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘POS VIP Guest’ or ‘POS Preferred Guest’.

    • POS PT: The total number of times in which an employee/location’s Prospects purchased PT packages within the same day that they purchased their membership.

    • PT Agreements New: The total number of packages that an employee/location sold within the designated date range.

    • PT Agreements Renew Open: The total number of an employee/location’s previously-sold packages that automatically renewed with the designated date range on a per-bill-cycle basis.

    • PT Agreements Renew Term: The total number of an employee/location’s previously-sold packages that automatically renewed within the designated date range for the same length of time as its original agreement.

    • PT Agreement Value: The total worth of packages that an employee/location sold to Members within the designated date range.

    • PT Total: The total worth of packages that an employee/location sold within the designated date range. This figure can be found by adding together the ‘PT Total New’ and ‘PT Total Recur’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • PT Total New: The total worth of packages that an employee/location sold within the designated date range to Members who had never purchased packages before.

      • PT Total Recur: The total worth of packages that an employee/location sold within a designated date range to Members who had purchased packages before.

    • PT Total New: The total worth of packages that an employee/location sold within the designated date range to Members who had never purchased packages before.

    • PT Total New Invoices:

    • PT Total Recur: The total worth of packages that an employee/location sold within a designated date range to Members who had purchased packages before.

    • PT Total Recur Invoices:

    • PT Units: The total number of packages that an employee/location sold within the report’s designated date range. This figure can be found by adding together the ‘PT Units New’ and ‘PT Units Recur’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • PT Units New: The total number of packages that an employee/location sold within the designated date range to Members who had never purchased packages before.

      • PT Units Recur: The total number of packages that an employee/location sold within the designated date range to Members who had purchased packages before.

    • PT Units New: The total number of packages that an employee/location sold within the designated date range to Members who had never purchased packages before.

    • PT Units Recur: The total number of packages that an employee/location sold within the designated date range to Members who had purchased packages before.

    • Referral: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Referral’.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘VIP Guest’ or ‘Preferred Guest’.

    • Referral: The total number of an employee/location’s Prospects who possess a ‘Referral’ origin.

    • Referrals: The total number of referrals (new or repeated) that an employee/location acquired via pre-existing Prospects and Members within the designated date range.

      Note: Depending on a club’s preference, this KPI might instead appear as ‘VIP Guests’ or ‘Preferred Guests’.

    • Supp Total: The total worth of supplements that an employee/location sold within the designated date range.

    • Supp Units: The total number of supplements that an employee/location sold within the designated date range.

    • Texts: The total number of times in which an employee/location contacted a Prospect or Member via text within the designated date range. This figure can be found by adding together the ‘Texts (D)’, ‘Texts (M)’ and ‘Texts (PT)’ KPIs.

      Note: This KPI expands to include the following additional fields:

      • Texts (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via text within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

      • Texts (M): The total number of times in which an employee/location contacted a Prospect via text in the effort to sell membership within the designated date range.

      • Texts (PT): The total number of times in which an employee/location contacted a Member via text within the designated date range in the effort to sell PT.

    • Texts (D): The total number of times in which an employee/location contacted a Prospect or Member outside of their scheduled follow-up via text within the designated date range. Here, the ‘(D)’ stands for ‘Direct’.

    • Texts (M): The total number of times in which an employee/location contacted a Prospect via text in the effort to sell membership within the designated date range.

    • Texts (PT): The total number of times in which an employee/location contacted a Member via text within the designated date range in the effort to sell PT.

    • Walk-In: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Walk-In’.

    • Walk-In (Origin): The total number of an employee/location’s Prospects who possess a ‘Walk-In’ origin.

    • Walk Ins: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Walk-In’.

    • Walk Ins Closed: The total number of times in which an employee/location’s walk-in events resulted in a Prospect purchasing a membership within the designated date range.

    • Web Lead: The percentage of an employee/location’s appointments held within the designated date range in which the Prospect’s origin is listed as ‘Web Lead’.

    • Web Lead: The total number of an employee/location’s Prospects who possess a ‘Web Lead’ origin.

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