Selecting the Right Report
🧭 1. Member Onboarding & Conversion
Key Questions:
- How many members are onboarding, and through which channels?
- What is our staff conversion rate?
- Are onboarding trends improving over time?
Recommended Reports:
- Onboarding Details – Use for weekly onboarding performance by staff vs. self, care area, and employer group.
- Organization Performance – Use for YTD, quarterly, and monthly onboarding metrics and conversion rates.
📈 2. Member Engagement & Retention
Key Questions:
- Are members engaging in the first 30 days?
- What are our long-term retention rates?
- Which care areas drive the most engagement?
Recommended Reports:
- Member Activity – Early Engagement – Use to assess engagement in the first 31 days post-onboarding.
- Member Activity – Overall Engagement – Use for long-term engagement trends, retention by care area, and activity types.
- Organization Performance – Use for standardized engagement metrics across timeframes.
👥 3. Staff Performance & Accountability
Key Questions:
- Which staff are performing well or need support?
- Are follow-ups and messages being completed on time?
- How responsive is our team?
Recommended Reports:
- Primary Staff Performance – Weekly & Monthly Report – Use for weekly/monthly staff performance scores, week over week or month over month changes, and caseloads.
- Staff Values Audit – Use to identify staff missing team/manager assignments for accurate reporting.
🧑⚕️ 4. Care Program Interest & Fulfillment
Key Questions:
- Are members requesting care programs?
- Are staff fulfilling those requests in a timely manner?
- Which care programs are utilized?
Recommended Reports:
- Care Program Browse and Request to Enroll – Member Usage – Use to track member-initiated program requests by care area and program.
- Care Program Browse and Request to Enroll – Staff Usage – Use to monitor staff fulfillment rates, response times, and pending requests.
- Ecosystem Report – Use to track program subscriptions in progress and started year to date.
🧮 5. Operational Oversight & Capacity Planning
Key Questions:
- How many members are assigned to staff?
- Are staff interacting with their assigned members?
- What is our panel size trend?
Recommended Reports:
- Member States – Use to understand member distribution across engagement states and staff caseloads.
- Ecosystem Report – Use to track year to date trends and trends over the last 12 months across onboards, member states, members marked as done, and program subscriptions.
📊 6. Strategic Planning & Executive Reporting
Key Questions:
- What is our overall performance YTD?
- How are we trending across key KPIs?
- What’s our Net Promoter Score?
Recommended Reports:
- Organization Performance – Use for executive-level summaries of onboarding, engagement, and NPS across timeframes.
- Ecosystem Report – Use for a high level overview of trended metrics year to date and last 12 months.
Last Updated: