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

2. 11/6/2018
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. Clients Not Yet Counseled Report
11/6/2018
Clients Not Yet Counseled Report
Report shows:
- All clients CYNC and CYNA
- Client contact info, MRE number and date created, Assigned mentor, those not assigned
- Aging

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
11/6/2018
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 s/calls?

7. NPS Detail Report Net Promoter Score
11/6/2018
NPS Detail Report
Net Promoter Score
Developed by Bain Consulting in 2003
Measures customer’s satisfaction or happiness
Key Question: What is the likelihood that you would recommend Company X to a friend or colleague?

8. 11/6/2018
How NPS Works

9. NPS Scale Promoter (9 or 10) Loyal, enthusiastic fans.
11/6/2018
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. 11/6/2018
NPS Detail Report
Only the lead mentor and Admin can see this 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
11/6/2018
Volunteer Performance Report

14. Dashboard Performance Report
11/6/2018
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
11/6/2018
Dashboard Performance Report

16. MIS Report Drilldown from National or Region to District and Chapter
11/6/2018
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
Key indicators - Chapter Services
Form 16 total services
New sessions & follow on sessions= Total sessions
Number of workshop attendees
Total services = Total sessions + Total workshop attendees
GOAL - Grow total services year to year

17. 11/6/2018
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:

23. Questions? Michael Gilman michael.gilman@score.org
Sr. Business Systems Analyst
Questions? If we have time we can look at a couple of new report releases.

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
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