6
Overview
This guide will outline the FAQs for the Dashview platform - one of our Hapana products. Dashview is a BI (Business Intelligence) tool that is used to create a high level overview of metrics for day to day management and decision making within a business.
Contents
- Access
- Dashboards
- Metric Definition
Access
Q: How can I give access to Dashview to a new user?
A: Go to your Hapana Hub https://[brand].hapana.com
- Click on the Key in the bar menu to access the
User Accesstab - Click on + Add new user and add the access rule(s) for the user - includes access policies and location access.
Once the user has been created, they will be added to Dashview the following day at 9:00 AM AEST, with the same permissions set in Brands.
Dashboards
General
Q: When is the data refreshed?
A: Dashview is refreshed daily at 9:00 AM AEST to capture the previous day’s data, with the exception of the member statistics metrics (Active Members, Suspended Members, New Members, and Cancelled Members). These KPIs are sourced front he KPI report in CORE and are subject to a two-day delay (48 hours).
Q: Can I remove the locked dashboards?
A: The locked dashboards cannot be removed since they are part of the Hapana suite.
Q: Why do I see 0 Suspended members from time to time in my dashboard?
A: The Suspended Members metric is sourced from the KPI report in CORE. If the report fails to collect the metric, it defaults to '0' in both the KPI report and Dashview. When a data collection failure occurs, an alert is sent and re-trigger the data collection within a few hours.
Q: Why do I see 0 Active members from time to time in my dashboard?
A: The Active Members metric is sourced from the KPI report in CORE. If the report fails to collect the metric, it defaults to '0' in both the KPI report and Dashview. When a data collection failure occurs, an alert is sent and re-trigger the data collection within a few hours.
Q: Can I drill through my Active, Suspended, Cancelled and New members?
A: Drill-through functionality is not currently available for these KPIs. These figures are sourced from the KPI report and are presented in an aggregated format, which does not support detailed breakdowns at this time.
Revenue
Q: Why can’t I see the Gross Revenue in Dashview?
A: If you are working with multiple currencies, you will need to select a country in order to view the Gross Revenue.
Q: Why do I have ‘Unknown' revenue in Dashview when selecting Type from the Membership Table?
A: The ‘Unknown’ revenue includes all types of revenue which are not Package or Membership, e.g., POS, Giftcard, Event (Walk-in), etc. To see the ‘Revenue' breakdown, select ‘Revenue Type’ (Payment) instead of ‘Type’ (Membership).
Intro Offers
Q: Why does the # of Intro Offer sales not match the # of sales in Sales by Service in CORE?
A: The Intro Offer metric in the Sales | Intro Offers dashboard only reflects items explicitly flagged as Intro Offer in CORE. If a package or membership is created with the category set to Intro Offer but the Intro Offer flag is not enabled in the settings, Dashview will not count it.
Metric Definition
Metrics flagged KPI REPORT are sourced from the KPI report in CORE and are subject to a two-day delay (48 hours).
Daily Snapshot
| Metric | Definition | Excludes |
|---|---|---|
| # Active Members KPI Report | Count of unique member records with an active membership with greater than $0.00 recurring, or having been paid in full (no future dues, but is not yet expired or cancelled) of the last date in the range selected. | $0 memberships, suspensions, future dated memberships and packages |
| # Active Clients KPI Report | Count of unique clients with an active package that has credits available for use as of the last date in the range selected. | $0 packages, future dated packages and memberships |
| Total Session Attendance | Count of the total clients marked as attended at sessions in the range selected. Note: If client attends multiple session on same day, all attendances during the day will be counted. | General checkin, Late Cancel, No Show |
| Avg Session Attendance | Number of attendances divided by total number of active clients + active members at the end of a selected date range. | |
| # New First Time Members KPI Report | Count of unique clients who have purchased for the first time a recurring membership with amount greater than $0.00 within the selected date range. | Clients who have already purchased before (paid package or membership), $0 memberships and packages. |
| # Cancelled Members KPI Report | Count of members made inactive (no future recurring dues) due to being cancelled on, or is expired within the selected date range. | Clients having an other active membership at the time of the cancellation. |
| # Suspended Members KPI Report | Total count of clients with a suspended payment as of the last date in the range selected. Note: If client has two suspended memberships, they will be counted twice. | Membership suspended when payment is cancelled |
| Gross Revenue | Total income received, adjusted by adding all taxable and non-taxable revenue sources (fees) and subtracting outflows such as discounts, refunds, credits, and gift card redemptions. |
Revenue
| Metric | Definition | Excludes |
|---|---|---|
| Gross Revenue | Total income received, adjusted by adding all taxable and non-taxable revenue sources (fees) and subtracting outflows such as discounts, refunds, credits, and gift card redemptions. | |
| Active Members Current Lifetime Value | Average revenue generated per active member across business locations. It is calculated by dividing the total gross revenue by the average number of active members per business. Note: It only shows the current Lifetime Value, no historical data available. | No historical data, only looks at current active members. |
| Avg Revenue per Location | Average revenue generated per business location. | |
| Revenue Per Members KPI Report | Average amount generated per active member, normalized by business location. | |
| New Membership Yield KPI Report | Total amount of New Clients with Membership recurring dues. Note: It is fetching the first recurring invoice amount to calculate the total amount. | |
| Cancellation Yield KPI Report | Total amount of Cancelled memberships on a given day. Note: It is fetching the membership value to calculate the total amount. | Clients having an other active membership at the time of the cancellation. |
| Net Yield KPI Report | New Membership Yield / Cancellation Yield |
|
| Gross Revenue - Recurring | Total income earned through recurring billing (i.e., memberships or subscriptions). | One-time payments |
| Gross Revenue - Non Recurring | Total income earned through non-recurring revenue such as: Casual or drop-in session payments Intro packs Packages Single-use purchases or POS | Recurring payments (i.e., memberships or subscriptions) |
Locations
| Metric | Definition | Excludes |
|---|---|---|
| # Locations | Count of business names in the location dataset | |
| Avg Revenue per Location | Average revenue generated per business location. | |
| Avg Location Age | How long (in years) locations have been operating, on average. | |
| Avg # of Active Memberships KPI Report | Average number of active members (paid memberships) per location. Note: It is fetching the MAX of Active Members for each location within the selected date range. | Active Clients (paid packages) |
| Locations with less than 140 Members KPI Report | Count of locations with number of active members as of the last day of the range selected is less than 140. |
Members
| Metric | Definition | Excludes |
|---|---|---|
| Total Members KPI Report | # Active Members + # Suspended Members |
$0 memberships, future dated memberships and packages |
| # Active Members KPI Report | Count of unique member records with an active membership with greater than $0.00 recurring, or having been paid in full (no future dues, but is not yet expired or cancelled) of the last date in the range selected. | $0 memberships, suspensions, future dated memberships and packages |
| # Suspended Members KPI Report | Total count of clients with a suspended payment as of the last date in the range selected. Note: If client has two suspended memberships, they will be counted twice. | Membership suspended when payment is cancelled |
| Member Retention Rate KPI Report | The percentage of members who remained active (did not cancel) during the selected date range. Note: Higher Retention Rate is good, it means more members are staying with your service. Only available month by month. | $0 memberships, future dated memberships and packages |
| Member Attrition Rate KPI Report | The percentage of members who have cancelled their memberships during the selected date range, relative to the total number of members at the start of that period. Note: Lower Attrition Rate is good, it means fewer members are leaving (cancelling their membership). Only available month by month. | $0 memberships, future dated memberships and packages |
| Avg Tenure | Average duration (in days) of current active and suspended memberships. Note: It only shows the current Avg Tenure, no historical data available. | Future dated memberships and packages No historical data, only looks at current active and suspended memberships |
| # New First Time Members KPI Report | Count of unique clients who have purchased for the first time a recurring membership with amount greater than $0.00 within the selected date range. | Clients who have already purchased before (paid package or membership), $0 memberships and packages. |
| Avg Suspension | Average duration (in days) of current suspended memberships. Note: It only shows the current Avg Suspension, no historical data available | No historical data, only looks at current suspended memberships |
| % Suspended Members KPI Report | # Suspended Members / Total Members This metric reflects the share of suspended memberships among currently active or suspended members. |
Non-members like cancelled or inactive clients |
| # Cancelled Members KPI Report | Count of members made inactive (no future recurring dues) due to being cancelled on, or is expired within the selected date range. | Clients having an other active membership at the time of the cancellation. |
| # New Members KPI Report | Count of unique clients who have purchased for the first time a recurring membership with amount greater than $0.00 within the selected date range. Note: Same as # New First Time Members |
Clients who have already purchased before (paid package or membership) and $0 memberships |
| # Active Members – Starting KPI Report | Count of unique member records with an active membership with greater than $0.00 recurring, or having been paid in full (no future dues, but is not yet expired or cancelled) of the start date in the range selected. | $0 memberships, suspensions and future dated memberships |
| # Suspended Members - Date Range Start KPI Report | Total count of clients with a suspended payment as of the start date in the range selected. Note: If client has two suspended memberships, they will be counted twice. | Membership suspended when payment is cancelled |
Sales | Intro Offers
| Metric | Definition | Excludes |
|---|---|---|
| Intro Offers | Total number of packages purchased flagged as Intro Offer in CORE settings and has at least one payment recorded. | Intro Offers with a flag turned off in CORE. |
| Intro Offers Value | Value of intro offers purchased during the selected date range, including packages and memberships. | |
| Intro Offers Average Value | Intro Offers Value / Intro Offers |
Sales | Packages
| Metric | Definition | Excludes |
|---|---|---|
| Packages Purchased | Total number of package purchased. | Flagged Intro Offers and Memberships |
| Packages Purchased Value | Value of packages purchased the selected date range. | Flagged Intro Offers and Memberships |
| Packages Average Value | Packages Purchased Value / Packages Purchased |
Sales | Memberships
| Metric | Definition | Excludes |
|---|---|---|
| Memberships Purchased | Total number of package purchased. | Flagged Intro Offers and Packages |
Attendance
| Metric | Definition | Excludes |
|---|---|---|
| Total Bookings | Sessions Booked |
|
| Booking Utilisation | Sessions Booked / Booking Capacity |
|
| Total Attendance | Sessions |
|
| Attendance Utilisation | Sessions Attended / Booking Capacity |
|
| Total Sessions | Count the total number of sessions open within the selected date range. | Sessions cancelled by location |
| Booking Capacity | Count the total of spots available for the total sessions within the selected date range. | |
| Sessions Booked | Count the total number of bookings within the selected date range. | |
| Sessions Attended | Count the total number of attendee check-ins within the selected date range. | Late Cancel and No Show |
| Sessions Late Cancel | Count the total number of late-cancelled bookings within the selected date range. Note: Clients did not cancel in time to retain their credits. | |
| Sessions No Show | Count the total number of No Show bookings within the selected date range. Note: Clients did not cancel and did not show up, their credits were forfeited. |
Payments
| Metric | Definition | Excludes |
|---|---|---|
| Payments | Number of payments broken down by status (i.e., Paid, Partially Refunded, Pending, Refunded, Failed) and by method of payment (i.e., Cash, Credit Card, Bank, etc.). |
Rankings & Benchmarks dashboards use existing metrics displayed in the previous dashboards.
