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Customizing Your Client-Information Systems

Customizing Your Client-Information Systems. Chapter Three. Introduction. Evaluation is client-information Record keeping is key Head counts vs patterns What do you want to know What info can be used from health history questions. Introduction cont…. Use of computer spreadsheets

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Customizing Your Client-Information Systems

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  1. Customizing Your Client-Information Systems Chapter Three

  2. Introduction • Evaluation is client-information • Record keeping is key • Head counts vs patterns • What do you want to know • What info can be used from health history questions

  3. Introduction cont… • Use of computer spreadsheets • Most programs file personal data in folders • Client surveys are lumped by date • Data is unobtainable • Information can show who your client base is • Tracking is comparing info across times

  4. Head Counts • How many people at a given time • Does not tell you demographics? • Payment is an easy tracking tool • Renewal rates compare over time • Payment for classes tells single use stats • Sign-in sheets may also be used

  5. Tracking • Membership growth • New minus old members • Member attrition rates • (# at start/# at end) x 100 • Avg. length of membership • 1/member attrition

  6. Tracking cont… • Net difference in growth is pos. or neg. • Should be tabulated monthly and annually • Compare over time for patterns and trends • Who is a drop-out • Someone not currently enrolled • Not enrolled for 12 months

  7. Aggregate User Rates • Low enrollment or user rates may determine life of a program • User periods such as day of week and time of day • Use sign-in sheets for treadmill and pool • Determine where people are and what they use

  8. Aggregate User Rates cont… • Still no demographics • Individual rates show demographics • Gender • Age • Skill level • Monitor users for drop-outs • Improvement vs user rates

  9. Aggregate User Rates cont… • Page 32 • Table 3.1 • User rates • Male vs female • Skipping patterns • Individual rates show more detail

  10. Client Profiles • Who is attracted to the programs • High and low frequency users • Adherers vs drop-outs • Who improves most • Does client profile change over time • Compare to other sectors

  11. Client Profiles cont… • Use client history forms to gather info • Gender and age are only two • Height and weight • Ethnicity • Working vs retired

  12. Client Satisfaction • Get clients annual money then show indifference • Clients are more discriminating now • It costs 5x more to attract than keep members • Must keep clients satisfied • Satisfaction surveys are simple

  13. Response Bias • Surveys are skewed positive • 80% of consumers will report satisfaction no matter what the service • 2/3 of consumers will switch because of the instructor • Satisfied consumers tell 3 other people • Dissatisfied consumers will not complain but tell 9 or 10 people

  14. Response Bias cont… • Word of mouth is critical • People will switch because of service not because of the program • Service provider is technical but service is not • People leave before the survey is handed out

  15. Representativeness • Surveys at end of program • Only those in attendance fill them out • Include and envelope for self delivery • Avoid holidays • Survey more than one class • Instructor should not do survey • Consider mailing the survey • Look at % of respondents

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