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Key Reports to Manage Your Chapter

This report provides insights on managing SCORE chapter operations, including client mentoring requests, client counseling status, volunteer performance, NPS score, and more.

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Key Reports to Manage Your Chapter

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  1. www.score.org Key Reports to Manage Your Chapter Michael Gilman Sr. Business Systems Analyst, Technology

  2. CORE Reports

  3. Clients Not Yet Counseled Report • Lists client Mentoring Requests (MRE) with No Mentoring Session in CORE • Includes client MREs listed on Not Yet Assigned and Contacted Reports • Client MREs grouped by age • 1-7 Days, 8-14 Days and >14 Days

  4. www.score.org Clients Not Yet Counseled Report

  5. Why Clients Show on this Report • Never Assigned to a Mentor • Client has NOT been Mentored • Unable to reach client and set appointment

  6. Common Issues • Client mentored but NO session notes entered • Duplicate client - MRE notes assigned to wrong MRE • Client no-show or canceled. Check chapter follow-up process • Are mentors or admin using non session notes to record attempted emails/calls?

  7. NPS Detail Report • Net Promoter Score • Developed by Bain Consulting in 2003 • Measures customer’s satisfaction or happiness

  8. How NPS Works

  9. NPS Scale Promoter (9 or 10) • Loyal, enthusiastic fans. • Sing praises to friends, colleagues. • Far more likely to remain clients and recommend to others Passive (7 or 8) • “Passively satisfied" = satisfied for now • Referrals are likely to be qualified and less enthusiastic. Detractor (0 to 6) • Unhappy customers • Account for more than 80 % of negative word-of-mouth. • High rates of defection • Criticism/bad attitudes hurt a company’s reputation.

  10. NPS Detail Report

  11. NPS Takeaway • Read the comments • Critical to interpret the numbers • Clients occasionally mis-read or misunderstand the scale

  12. Volunteer Performance Report • Tracks Individual Volunteer Mentoring Contributions • Quality Metrics Available: • Long Term Clients • Follow-On % • NPS Score • Co-Mentoring Activity Included in Totals • Drilldown Reports with Client and Session Details

  13. Volunteer Performance Report

  14. Dashboard Performance Report • Drilldown from National to District to Chapter • Totals Available by Month and YTD • Additional Metrics than on MIS Report • Follow on rate • One and done rate • Long term clients • Active Volunteer certification % • Women and minority volunteers % • New Volunteers

  15. Dashboard Performance Report

  16. MIS Report • Drilldown from National or Region to District and Chapter • Similar Metrics as Dashboard Report • Compare your chapter's performance to National totals or to other chapters in your district

  17. MIS Report

  18. Exporting CORE Reports • Benefits of Exporting Report Data • Download and Save as Excel Spreadsheet • Formatting and Headers Removed • Additional Data Available • Sort and Filter Information as Needed • Easier for In-Depth Analysis of Data • How-to Guide Available at help.score.org

  19. Exporting CORE Reports • Additional Data Available in Report Export: • Chapter Volunteer Rosters Report • Client Conversion Report • Clients Not Yet Counseled Report • Client Sessions Summary Report • Local Workshop Reports • National Online Workshop Client Leads Report • Volunteer Performance Reports

  20. Exporting CORE Reports

  21. Exporting CORE Reports • Select Custom Report • Use Arrows to Select Fields to Export • Click OK

  22. Available Training & Support • Help Site: help.score.org • Access Training on Various Topics • CORE & Reports • Chapter Websites • Scorevolunteer.org Accounts • Search for Content by Keyword • View Past & Upcoming Tech Webinars • Review CORE Report Release Notes • SCORE Help Desk: help@score.org

  23. Questions? Michael Gilman Sr. Business Systems Analyst michael.gilman@score.org

  24. Client Conversion Report • Provides Insight into the Effectiveness of the Client Intake Process • Measures Conversion of Client Mentoring Requests to Mentoring Sessions • Compare Your Chapter’s Conversion Rate to Other Chapters • Calculate Client Conversion Rate of District and Region

  25. Client Conversion Report

  26. National Online Workshop Client Leads Report • Provides Prospective Client Leads to Chapters • Promote Local Chapter Services • List of Clients that Viewed Recorded Online Workshop on www.score.org • Zip Code Used to Determine Closest Location • Credited to Chapter and Included in Total Chapter Services on MIS Report

  27. National Online Workshop Client Leads Report

  28. National Online Workshop Clients Leads on MIS Report

  29. Other Report Updates • National CNYC Aging Report • Total Number of MREs on CNYC Grouped By Age • Local Workshops for All Chapters Ranked Report • All Chapter Workshops, Ranked by Total Attendees • View Popular Workshops and Sort/Filter by Topic • Dashboard Performance Reports • Accessibility Changes • % of Women and Minority Volunteers Metric Separated

  30. Upcoming Report Changes • Dashboard Performance Reports • New Quality Data Metrics • Total Mentoring Requests on CNYC >14D • % of Mentoring Requests on CNYC >14D • New Volunteer Data Metric • Total Volunteer Applications Received • Compare to New Volunteers to Calculate Volunteer Conversion Rate • Available on National, District and Chapter Dashboard Reports

  31. Upcoming Report Changes • Client Contact Info Report • List of Clients with a Mentoring Request in Your Chapter • Includes All Info from Client’s Profile in CORE • Contact and Demographic Data • Client’s Business Information • Mentoring Request Details • Export & Upload into Constant Contact to Promote Chapter Services

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