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    Top Ten: KPI

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    1. Top Ten: An Overview
    2. Top Ten: KPI
    3. How Do I Filter My Top Ten?
    4. The Bottom Ten: An Overview

    Club OS’s Top Ten is a window in which a club’s ten highest-performing locations and employees are ranked for comparison. This allows Location Managers and Admins to evaluate a single party’s output in relation to the work produced by other staff.

    Note: Certain clubs call specific KPI's by multiple names. (Such discrepancies are pointed out below.) Here, the Top Ten’s KPI's 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.
    • 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)’ KPI’s. 
    • 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 can be found by adding together the ‘Close Walk Ins %’ and ‘Close Appts %’ KPI’s.
    • 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’ KPI’s.

    • 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’ KPI’s.

    • 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)’ KPI’s. 
    • 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)’ KPI’s.

    • 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)’ KPI’s.

    • 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)’ KPI’s.

    • 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)’ KPI’s. 
    • 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’ KPI’s.
    • 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’ KPI’s.

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

      Note: Depending on a club’s preference, this KPI might instead appear as ‘FAs Today’, ‘FCs Today’, ‘Intros Today’ or ‘QSs Today’.
    • 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’ KPI’s.
    • 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’ KPI’s.
    • 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)’ KPI’s. 
    • 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 total number of an employee/location’s Prospects who initially visited the club without having previously scheduled an appointment.

    • 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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