KPIs

With any good pilot there are Key Performance Indicators to tell us what has been successful and how we can improve. Thanks to the KPI Reporting Team members below who came together to identify metrics we would need to focus on in Fiscal Year 2024... 

Volunteers

• Gene Calvano, Merrimack Valley
• Howard Fineman, Boston
• Bob Kasprzak, Central Region RVP
• Donna Lebreaux, Southern Maine
• Stan Segal,  Atlanta

HQ Staff

• Amanda Capozio, Vice President, Technology
• Gina Currence Alago, Data Visualization Analyst, Field Ops
• Michael Gilman, Sr. Business Systems Analyst, Technology
• Mat Tse, Support Team Manager, Field Ops

The following KPIs are being built out and added to SCORE reports in either a snapshot format, real time dashboard, or both - depending on the metric. These dashboards will be ready by the end of FY24Q1 (December 2023). 

Client Journey KPIs

Conversion

• Average Days from MRE Submission to Session Entry
  • Average days between MRE submission and session entry for actionable MREs (Actionable is Status != Unable to Contact, Withdrawn)

Growth

• Total Unique Clients
  • Total unique clients across all services (sessions, local live events, local recorded webinars, national live and recorded webinars)
• Total Mentoring Sessions Recorded
  • Total number of mentoring sessions recorded
• Total Local Services
  • Sum of the total mentoring sessions recorded, local live event attendees, and local recorded webinar attendees
• Total Services
  • Sum of the total local services, national live and recorded webinar attendees

Engagement

• Average Services per Client
  • Total services divided by the total unique clients

Volunteer Journey KPIs

Conversion

• Average days from Provisional to Active Volunteer
  • Average days between the date a volunteer applicant becomes Provisional and the date they become an Active volunteer

Growth

• Average Services per Volunteer
  • Total number of services divided by the total number of active volunteers

Engagement

• Mentor Contribution %
  • Total number of active mentors on 3 or more mentoring sessions (includes lead mentor and co-mentor contributions) divided by the total number of active mentors

Event Journey KPIs

Conversion

• Event Registrants to Attendees Conversion %
  • Total number of event attendees divided by the total number of registrants
• Average Attendees per Event
  • Total number of event attendees divided by the total number of events (includes local live events, local recorded webinars, national live and national recorded webinars)

Quality

• Did SCORE help you?
  • Total number of event survey responses where Did SCORE Help you? = ‘Yes’ divided by the total number of event survey responses (only includes survey responses from Engage for local live events)

Growth

• Total Event Attendees *
  • Total number of event attendees broken down by event type (Local live events, local recorded webinars, national live webinars, national recorded webinars, local partner events)

*Available in snapshot report only