Organization Performance
Purpose:
This report tracks organizational performance across key onboarding and engagement metrics at year-to-date, quarterly, and monthly intervals. It includes Net Promoter Score (NPS) insights and definitions for standardized metric interpretation.
Key Contents:
- Onboarding & Early Engagement Metrics:
- Staff vs. self-onboarding rates
- Staff conversion rates and average invites/onboards per staff
- Member engagement within first 31 days post-onboarding
- Activation Metrics:
- Condition-specific program enrollment within 14 days
- Messaging within 72 hours of onboarding
- Net Promoter Score (NPS):
- Member survey responses and average scores
Usage:
This report is used to monitor organizational health, assess engagement strategies, and guide leadership decisions on staffing, care management program design, and member experience.
Dashboard Filters
- Customer Group
- Business Unit Code
- Employer Group
- Line of Business (Member)
- Access Code Prefix
- Enrollment Primary Care Area
Definitions
| Filters | ||||||||||
| Field | Description | Customer Group | Business Unit Code | Employer Group | Member Line of Business | Access Code Prefix | Enrollment Primary Care Area | |||
| Members Invited by Staff | Number of members invited by staff in timeframe | X | X | X | X | X | X | |||
| Staff with Invites | Number of staff that invited at least one member in timeframe | X | X | X | X | X | X | |||
| Average Invites per Staff | Members Invited by Staff divided by Staff with Invites | X | X | X | X | X | X | |||
| Members Onboarded | Number of members onboarded in timeframe | X | X | X | X | X | X | |||
| Members Onboarded by Staff | Number of members onboarded via a staff invite in the timeframe | X | X | X | X | X | X | |||
| Members Self Onboarded | Number of members onboarded via marketing in the timeframe | X | X | X | X | X | X | |||
| Percent of Onboards that are Staff Onboards | Members Onboarded by Staff divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Onboards that are Self Onboards | Members Self Onboarded divided by Members Onboarded | X | X | X | X | X | X | |||
| Staff with Onboards | Number of staff with at least one onboard in timeframe (after staff invite) | X | X | X | X | X | X | |||
| Average Onboards per Staff | Members Onboarded by Staff divided by Staff with Onboards | X | X | X | X | X | X | |||
| Staff Conversion Rate | Members Onboarded by Staff divided by Members Invited by Staff (can be over 100%) | X | X | X | X | X | X | |||
| Members with Access 1+ Days | Number of members that were onboarded, enrolled, and eligible for at least one day in the timeframe | X | X | X | X | X | X | |||
| Members Engaged 1+ Days (including onboard date) | Number of members that engaged for at least one day in the timeframe, including the date of onboard | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Engaged 1+ Days Between Days 0 and 30 | Number of members onboarded in the given timeframe that engaged for at least one day in their first 31 days on the app, including the onboard date. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Engaged 3+ Days Between Days 0 and 30 | Number of members onboarded in the given timeframe that engaged 3+ days in their first 31 days on the app, including the onboard date. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Engaged 5+ Days Between Days 0 and 30 | Number of members onboarded in the given timeframe that engaged for 5 or more days in their first 31 days on the app, including the onboard date. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Engaged 1-4 Days Between Days 0 and 30 | Number of members onboarded in the given timeframe that engaged between 1 and 4 days in their first 31 days on the app, including the onboard date. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Engaged 0 Days Between Days 0 and 30 | Number of members onboarded in the given timeframe that engaged 0 days within their first 31 days on the app, including the onboard date. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Did Not Have Access on Day 30 | Number of members onboarded in the given timeframe that did not have access on day 30. This may be because the member was marked done, was terminated, or was ineligible. Onboarded members will not count towards this metric until 30 days have passed (for year-to-date) or 30 days have passed since the last day of the month/quarter in which they onboarded. | X | X | X | X | X | X | |||
| Members Onboarded Within Last 30 Days | Number of members onboarded within the last 30 calendar days. These members will not yet count towards an engagement group based on the first 30 days on the app. This is only available in the Year-to-Date table because the monthly and quarterly tables have a 30-day lag for engagement metrics. | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Engaged 1+ Days Between Days 0 and 30 | Members Onboarded in Timeframe that Engaged 1+ Days Between Days 0 and 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Engaged 3+ Days Between Days 0 and 30 | Members Onboarded in Timeframe that Engaged 3+ Days Between Days 0 and 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Engaged 5+ Days Between Days 0 and 30 | Members Onboarded in Timeframe that Engaged 5+ Days Between Days 0 and 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Engaged 1-4 Days Between Days 0 and 30 | Members Onboarded in Timeframe that Engaged 1-4 Days Between Days 0 and 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Engaged 0 Days Between Days 0 and 30 | Members Onboarded in Timeframe that Engaged 0 Days Between Days 0 and 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Did Not Have Access on Day 30 | Members Onboarded in Timeframe that Did Not Have Access on Day 30 divided by Members Onboarded | X | X | X | X | X | X | |||
| Percent of Members Onboarded within Last 30 Days | Percent of members that have onboarded in the last 30 calendar days. These members will not yet count towards an engagement group based on the first 30 days on the app. This is only available in the Year-to-Date table because the monthly and quarterly tables have a 30-day lag for engagement metrics. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Received Message from Staff within 72 Hours (excludes group messages) | Number of members onboarded in the timeframe that received a non-group message from any staff member within 72 hours of onboarding. | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Received Message from Staff within 72 Hours (excludes group messages) | Members Onboarded in Timeframe that Received Message from Staff within 72 Hours divided by Members Onboarded | X | X | X | X | X | X | |||
| Members Onboarded within Last 3 Days | Number of members onboarded in the last 3 calendar days. This is only available in the Year-to-Date table because the monthly and quarterly tables have a 3-day lag for the 72-hour staff message metrics. | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Had a Subscription to a Condition-Specific Program at Any Point within the First 14 Days | Number of members in the given timeframe that had an active subscription to a condition-specific care program or procedure at any point within the first 14 days. This includes programs tied to access codes and programs added by staff. | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Had a Subscription to a Condition-Specific Program at Any Point within the First 14 Days | Members Onboarded in Timeframe that Had a Subscription to a Condition-Specific Program at Any Point within the First 14 Days divided by Members Onboarded | X | X | X | X | X | X | |||
| Members Onboarded in Timeframe that Had a Recurring Med Reminder Created at Any Point within the First 14 Days | A count of members who have a recurring med reminder (setup by either self or staff) that was created within the first 14 days. A recurring reminder means it has a delivery schedule. | X | X | X | X | X | X | |||
| Percent of Members Onboarded in Timeframe that Had a Recurring Med Reminder Created at Any Point within the First 14 Days | Members onboarded in Timeframe that had a recurring reminder setup by staff or self divided by Members Onboarded | X | X | X | X | X | X | |||
| Members Onboarded within Last 14 Days | Number of members onboarded in the last 14 calendar days. This is only available in the Year-to-Date table because the monthly and quarterly tables have a 14-day lag for the condition-specific metrics. | X | X | X | X | X | X | |||
| Members Responded to Net Promoter Score Survey | Number of members that completed the Net Promoter Score survey in the timeframe | X | X | X | X | X | X | |||
| Average Net Promoter Score Survey Response (between 0 and 10, if threshold is met) | Average of all responses by members to the Net Promoter Score Survey in the timeframe. Responses are on a scale of 0-10. There must be at least 30 responses for this to populate. | X | X | X | X | X | X | |||
| Member Net Promoter Score (if threshold is met) | Net Promoter Score: Percent of detractors subtracted from the percent of promoters (member responses only). There must be at least 150 responses for this to populate. | X | X | X | X | X | X |
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