This report will guide you in interpreting data, covering both the management of points and redeemed rewards as well as the analysis of the referral system.
This report is designed to provide you with a clear and detailed view of key metrics related to the Trainingym Rewards gamification and referral module; trial requests, invitation validation, sign-ups through referrals, and the conversion rate.
What content will we cover in this tutorial?
Next, we will explain everything step by step.
To access this report, go to the Pro Reports menu > Rewards from Trainingym Manager.
Rewards Report
We will now explain each section of the report and how you can interpret the data to get the most benefit.
General 📊
At the top of the report, you have several filters that allow you to adjust the information you want to view.
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Center: Select the center or centers from which you want to obtain the desired information.
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Dates: Select the date range for the report.
🚨 Caution
When setting the date range for the report, start with the end date, as it can never be earlier than the start date.
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Last Update: This indicates the date and time of the last report update, which is useful to know if the data is current.
Filtering options in the "General" section of the report
Key Performance Indicators (KPI)
At the top of the report, you will see four key indicators that summarize the activity for the selected period.
Main Performance Indicators (KPI)
1. Trial Requests
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What it is: This number represents the total number of trial requests received during the selected period.
🔖 Interpretation:
A high number of requests indicates a good level of interest in your products or services. If the number is low, it may be necessary to review your marketing strategies or promotional campaigns.
2. Validated Trials
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What it is: This indicator shows how many of the trial requests have been effectively validated, meaning the customer validated the day pass by accessing your services.
🔖 Interpretation:
A high validation rate suggests that those interested are seriously committed to your offers. If this number is low, it could indicate issues in the validation process or a lack of proper follow-up.
3. Sign-ups Through Referrals
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What it is: This metric indicates how many people have signed up (converted) through an invitation.
🔖 Interpretation:
Referrals are a strong signal of customer satisfaction. A high number of sign-ups through referrals suggests that your customers are happy and are sharing it with others.
4. Conversion Rate (%)
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What it is: This percentage shows the proportion of trial requests that have been converted into effective sign-ups.
🔖 Interpretation:
A high conversion rate indicates an efficient sales process and a good match between what you offer and what customers are looking for. A low rate could indicate the need to improve the sales process or refine conversion strategies.
Bar and Line Chart
At the bottom of the report, you'll find a combined bar and line chart that details the monthly behavior of the following metrics:
- Requests (Red Bars): Reflect the number of trial requests received each month.
- Sign-ups Through Referrals (Purple Bars): Indicate how many of those requests resulted in sign-ups due to referrals (invitations).
- Validated Trials (Orange Bars): Show how many requests were validated each month.
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Conversion Rate (Yellow Line): Represents the month-to-month conversion rate.
🔖 Interpretation:
- Identifying Trends: Observe how the bars and line change over the months. An increase in the purple bars may indicate a rise in referrals, while a stable yellow line suggests consistent conversion.
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Month-to-Month Comparison: You can see how the metrics vary from one month to the next. For example, if there is a spike in sign-ups through referrals (purple bar) in March but the conversion rate decreases, you might investigate if there were any changes in campaigns or issues with follow-up on trials.
💡 Recommendation:
With the data provided in the report, you can draw the following conclusions:
- Strengths: If you notice some months have a high conversion rate, you can analyze which strategies worked well during that period and replicate them.
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Areas for Improvement: If you observe months with low requests or conversions, this might indicate a need to review your marketing strategies, client follow-up, or sales processes.
Details 📑
At the top of the report, you again have several filters that allow you to adjust the information you want to view.
- Center: Select the center or centers from which you want to obtain the desired information.
- Dates: Select the date range for the report.
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Last Update: Indicates the date and time of the last report update, which is useful to know if the data is current.
Table Data
The table in the detailed report is divided into several columns, each representing a key metric. Below, we explain each column and how to interpret it:
1. Month/Year
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What it is: This column indicates the month and year when the trials/sign-ups occurred (e.g., 03-2024 means March 2024).
2. Week
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What it is: Indicates the week of the month when the trials/sign-ups were recorded. In the current report, this detail seems to be condensed to a monthly level, which is useful for getting a broader overview.
3. Date
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What it is: Displays the specific date when the trials/sign-ups occurred.
4. Registered Trials and Sign-ups
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What it is: This column shows the total number of trials and sign-ups that were registered during the month.
🔖 Interpretation:
A high number indicates good reception or interest in your services during that specific month. If you see a low number, it might be helpful to review the marketing strategies or promotions for that month.
5. Validated Trials and Sign-ups
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What it is: Reflects how many of the registered trials and sign-ups were effectively validated, meaning the customer or user successfully completed the trial process.
🔖 Interpretation:
High validation suggests good follow-up and genuine interest from users in becoming active customers. If this number is low compared to registered trials, you might need to review the follow-up processes or the quality of the trials offered.
6. Sign-ups Through Referrals
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What it is: Shows how many of those sign-ups were achieved through recommendations from other users.
🔖 Interpretation:
Referrals are a key indicator of customer satisfaction. A high number in this column suggests that your customers are happy and willing to recommend your services. If this number is low, consider encouraging word-of-mouth or referral programs.
7. Conversion Rate
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What it is: Represents the conversion rate as a percentage, calculated based on registered trials and sign-ups compared to validated ones.
🔖 Interpretation:
A high percentage indicates that most of the registered trials are converting into active customers. This is a positive sign that the process from trial to sign-up is working well. A low percentage might signal the need to improve certain stages of the process, such as the trial experience or post-trial follow-up.
With this data, you can conduct a detailed monthly analysis of the sign-ups generated through referrals in your business. Here are some suggestions on how to use this information:
💡 Recommendation:
- Identify Trends: Observe how the metrics vary over the months. If you notice an increase in registered trials but a drop in validations, it's a sign to investigate what might have changed in the process.
- Optimize Referrals: If sign-ups through referrals are low, you could implement strategies to motivate your current customers to recommend others, such as referral programs or special discounts.
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Improve Conversion Rate: If the conversion rate is low in certain months, review what factors might be negatively affecting it and adjust your strategies accordingly.
Points 🏆
At the top of the report, you again have several filters that allow you to adjust the information you want to view.
- Center: Select the center or centers from which you want to obtain the desired information.
- Client: Select one client, several clients, or all clients from whom you want to obtain the desired information.
- Employee: Select one employee, several employees, or all employees from whom you want to obtain the desired information.
- Dates: Select the date range for the report.
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Last Update: Indicates the date and time of the last report update, which is useful to know if the data is current.
Report Contents
Here we explain each metric and how to understand it:
1. Points Earned by Member
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What it is: This metric shows the total points that members have earned during the selected period.
🔖 Interpretation:
A high number indicates that members are actively participating in the rewards system. The percentage shown (%Earned vs Total Points) gives you an idea of how many earned points represent the total available points.
2. Points Redeemed by Member
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What it is: Shows how many points have been redeemed for rewards by members.
🔖 Interpretation:
If the redemption percentage is low, it may indicate that although members are earning points, they are not using them. This could suggest a need to review the rewards offered or improve communication about how to redeem points.
3. Points Pending by Member
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What it is: Reflects the points that members have earned but have not yet been redeemed.
🔖 Interpretation:
A high percentage of pending points may indicate that members are accumulating points instead of using them. This is useful for predicting future redemptions or for encouraging the use of points.
4. Points Lost Due to Member Cancellation
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What it is: Indicates how many points have been lost due to member cancellations.
🔖 Interpretation:
If there are lost points, it would be important to investigate the reasons behind the member cancellations.
5. Points Earned vs. Visits Ratio
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What it is: This metric relates the points earned to the members’ visits to the center.
🔖 Interpretation:
A low ratio may suggest that points are not being sufficiently incentivized by visits to the center.
6. Points Earned by Employee
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What it is: Indicates the points earned by employees, possibly as part of an incentive or internal rewards program.
🔖 Interpretation:
This shows employee participation in the points system, reflecting their motivation or performance.
7. Points Redeemed by Employee
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What it is: Shows how many points have been redeemed by employees.
🔖 Interpretation:
Similar to members, a low redemption rate may indicate the need to review the rewards or encourage employees more to use their points.
8. Points Pending by Employee
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What it is: Reflects the points earned by employees that have not yet been redeemed.
🔖 Interpretation:
This is an indicator of point accumulation by employees. A high level of pending points may suggest future redemptions or the need to encourage the use of points.
9. Points Lost Due to Employee Departure
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What it is: Indicates how many points have been lost due to employee departures.
🔖 Interpretation:
As with members, the absence of lost points is positive. If there were lost points, it would be crucial to understand why employees are leaving the company and how this affects the rewards system.
Summary Table
At the end of the report, you'll find a summary table that breaks down points by category, center, and role (member or employee). This table provides a quick and clear overview of the total points earned, redeemed, pending, and lost.
- Center: Specifies the center being analyzed.
- Member Points Earned: Total points earned by members.
- Member Points Redeemed: Total points redeemed by members.
- Member Points Pending: Total points pending for members.
- Member Points Lost: Points lost due to member cancellations.
- Points vs. Visits: Ratio between points earned and visits.
- Employee Points Earned: Points earned by employees.
- Employee Points Redeemed: Points redeemed by employees.
- Employee Points Pending: Points pending for employees.
- Employee Points Lost: Points lost due to employee departures.
💡Recommendation:
- Participation Analysis: Use this data to measure the participation of both members and employees in the points system. A high level of pending points, for example, could signal a need to incentivize redemptions.
- Rewards Program Improvement: If you notice that redeemed points are low, consider reviewing the rewards offered or making the redemption process more accessible.
- Attrition Management: Keep an eye on points lost due to cancellations to assess the impact of member and employee turnover on the points program.
Rewards 🎁
At the top of the report, you again have several filters that allow you to adjust the information you want to view.
- Center: Select the center or centers from which you want to obtain the desired information.
- Client: Select one client, several clients, or all clients from whom you want to obtain the desired information.
- Status: Select the status or statuses of the requested rewards for which you want to obtain the desired information.
- Dates: Select the date range for the report.
- Last Update: Indicates the date and time of the last report update, which is useful to know if the data is current.
Detailed view of rewards requested, delivered, canceled, or refunded by members
The table in the rewards report is divided into several columns that detail relevant information about the rewards managed in the system. Below, we explain each of these columns and how to interpret the data they contain:
1. Center
What it is: Indicates the specific center where the member is enrolled or where the reward was managed.
🔖Interpretation:
This data is useful if you manage multiple centers and need to compare or analyze behavior across different locations
2. Member
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What it is: Displays the name of the member who requested the reward.
🔖 Interpretation:
It allows you to easily identify who has requested which rewards, which is useful for personalized follow-ups or identifying behavioral patterns among members.
3. External Member ID and Member ID
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What it is: These are unique identifiers for the member within the system. The "External Member ID" may be linked to external management systems, while the "Member ID" is the internal identifier in the TG Academy system.
🔖 Interpretation:
These IDs are crucial for integration with other systems or for conducting specific searches within the database.
4. Email
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What it is: This is the email address of the member who requested the reward.
🔖 Interpretation:
The email is essential for communications, follow-ups, and notifications related to the reward
5. Reward
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What it is: Describes the type of reward that the member has requested. It may include promotions like "This month is free!", "Surprise gift", "50% off services," among others.
🔖 Interpretation:
It allows you to see which types of rewards are most popular among members. If certain rewards are frequently requested, you might consider offering more of those options or creating similar promotions.
6. Request Date
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What it is: Indicates the date when the member requested the reward.
🔖Interpretation:
This data is useful for tracking when requests were made and for understanding the time it takes to process a reward from request to delivery.
7. Points
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What it is: Shows the number of points the member used to redeem the reward.
🔖 IInterpretation:
It allows you to see how many points are being used for specific rewards, helping to assess the use of the points system and the perceived value members have for the rewards.
8. Status
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What it is: Reflects the current status of the reward, which can be "Delivered," "Canceled," or "Refunded."
🔖 Interpretation:
This data is crucial for tracking the effectiveness and satisfaction of the rewards program. For example, a high number of canceled rewards could suggest issues in the redemption process or in the rewards offered.
9. Delivery Date
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What it is: Indicates the date when the reward was effectively delivered to the member.
🔖 Interpretation:
It helps measure the efficiency of reward delivery. If there is a significant gap between the request date and the delivery date, it might be necessary to review internal processes.
💡 Recommendation:
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Monitoring Customer Satisfaction: Reviewing the status of rewards allows you to assess how members feel about the rewards program. A high number of successful deliveries suggests good acceptance, while a high number of cancellations or refunds could indicate dissatisfaction.
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Optimizing the Rewards Program: By observing which rewards are most popular or which generate the most cancellations, you can adjust the offerings to improve member participation and satisfaction.
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Operational Efficiency: Comparing request and delivery dates allows you to identify potential bottlenecks in the reward delivery process and optimize it.
The rewards report is a fundamental tool for evaluating the effectiveness of your loyalty program. By correctly interpreting the data on requests, deliveries, cancellations, and refunds, you can identify areas for improvement and optimize the rewards offered, ensuring greater satisfaction and retention of your members.