Understanding the Bookings Dashboard in Gladstone Reporting
Problem
You want to understand what information is available within the Gladstone Reporting Bookings Dashboard and how it can be used to analyse bookings, attendance, Group Exercise and Resource Utilisation.
Resolution
What does the Bookings Dashboard show?
The Bookings Dashboard provides reporting on customer bookings, booking attendance, booking behaviour, Group Exercise performance and the utilisation of bookable resources.
The Dashboard contains reports covering areas such as:
- booking volumes;
- attended and non-attended bookings;
- bookings by hour and weekday;
- when bookings were made;
- Online versus In Centre bookings;
- Resource Utilisation;
- Group Exercise occupancy and attendance;
- popular Group Exercise classes;
- frequent bookers and non-attendees;
- booking debt;
- booking cancellations and Dishonour.
Where supported, select a Widget to access its Drill Down for additional detail.
What is a Booking?
A Booking represents an item recorded on a Gladstone booking sheet. Bookings can take different forms depending on how the booked activity or resource is configured.
Booking types can include:
- Reservations — for example, scheduled classes.
- Activities — for example, ad-hoc sports such as Badminton.
- Courses — for example, Learn to Swim programmes.
- Block Bookings / Hosted Reservations — these terms refer to the same type of booking and are used for recurring or hosted bookings, for example a Karate Club booking every Tuesday at 19:00.
Depending on the booking type, the Booking can be associated with a customer, Activity, Resource, date, time and other booking information.
The information available within Gladstone Reporting depends on the booking type and the individual report being used.
What is the difference between a Bookee and an Attendee?
A Bookee represents a customer booked onto an Activity, while an Attendee represents a booked customer recorded as having attended.
This distinction allows the Bookings Dashboard to analyse both how many places were booked and how many of those bookings resulted in attendance.
A customer can therefore be represented as a Bookee without necessarily being represented as an Attendee.
Which Bookings reports are available?
The Bookings Dashboard includes reports such as:
- Count of Bookings — shows booking volumes during the reporting period.
- Bookings Attended — summarises attended and non-attended bookings.
- Bookings Attended vs Booked — compares booking and attendance activity.
- Bookings by Hour and Weekday — analyses bookings according to hour and weekday.
- Bookings by Booked Time — shows when bookings were made.
- Bookings Online vs In Centre — compares bookings made through Online and In Centre channels.
- Resource Utilisation by Hour and Weekday — analyses resource utilisation according to time and weekday.
- Average Resource Utilisation — summarises the proportion of available resource time that has been utilised.
- Hours Used / Hours Available — compares bookable resource hours with utilised hours.
- Top 10 Group Exercise Classes — identifies popular Group Exercise classes.
- Top 10 Bookers — identifies contacts associated with the greatest number of bookings.
- Group Exercise: Bookee % Occupancy — provides an indication of class occupancy based on Bookees.
- Group Exercise: Attendee Percentage — provides an indication of attendance for Group Exercise.
- Top 10 Non Attendees — identifies contacts associated with the greatest number of non-attended bookings.
- Standard Account Booking Debt — reports overdue booking debt associated with Standard Accounts.
- Invoicing Account Booking Debt — reports overdue booking debt associated with Invoicing Accounts.
- Dishonour Bookings — shows the count of cancelled bookings within the last 90 days.
- Cancellation Notice Period — shows the count of cancelled bookings within the last 90 days by Cancellation Notice Period.
- Booked / Cancelled Within 4 Hours — shows the percentage of bookings that were made and subsequently cancelled within 4 hours of the booking start time during the last 90 days.
The reporting periods and filters available vary according to the individual Widget.
What is Resource Utilisation?
Resource Utilisation is based on qualifying bookings, including Reservations, Activities, Courses and Block Bookings / Hosted Reservations. It is based on bookings rather than customer attendance.
Resource Utilisation can be analysed using reports including:
- Resource Utilisation by Hour and Weekday;
- Average Resource Utilisation;
- Hours Used / Hours Available.
Resource availability and utilisation can be affected by customer configuration and Gladstone database architecture.
For more detailed Resource Utilisation guidance, refer to the Gladstone Reporting Frequently Asked Questions.
How can I analyse Group Exercise performance?
Use the Group Exercise: Bookee % Occupancy and Group Exercise: Attendee Percentage reports to analyse different aspects of Group Exercise performance.
Bookee % Occupancy provides insight into how much of the available class capacity has been booked.
Attendee Percentage provides insight into attendance performance for Group Exercise classes.
Use the associated Drill Downs for additional class-level detail such as Site, Activity, date and time.
How can I investigate non-attendance?
Use Bookings Attended and Top 10 Non Attendees to investigate customers and Activities associated with non-attendance.
Where supported, Drill Down into the relevant report to investigate the underlying booking information and apply filters to focus on a particular reporting period, Site or Activity.
This can help identify repeated non-attendance patterns for further investigation.
How can I analyse booking cancellations?
Use Dishonour Bookings, Cancellation Notice Period and Booked / Cancelled Within 4 Hours to investigate cancellation activity.
These reports can help identify:
- the volume of recorded booking cancellations;
- how far in advance bookings are being cancelled;
- bookings made and subsequently cancelled close to the booking start time.
Cancellation reporting depends on Dishonour Rules being configured and applied to the relevant Activities. Where Dishonour Rules were not in place, cancellation information may not have been retained for reporting.
For more detailed guidance on missing cancellation data and Dishonour configuration, refer to the Gladstone Reporting Frequently Asked Questions.
What additional information is available in Bookings Drill Downs?
Bookings Drill Downs provide more detailed information about the bookings summarised by Dashboard Widgets.
Depending on the report, additional information can include:
- Contact;
- Age;
- Gender;
- Price Level;
- Status;
- Home Email;
- Home Postcode;
- Site;
- Activity / Activity ID;
- Activity Group / Activity Group ID;
- Booking Date and Time;
- Booking Method;
- Attended or Non-Attended Status;
- Booking Channel;
- Resource information.
Some Drill Downs also provide aggregated analysis by dimensions such as Site, Activity, Contact, hour and weekday.
The information and analysis available depends on the individual Widget and Drill Down selected.
Notes
- Booking and attendance measures represent different stages of the customer journey and should not be treated as interchangeable.
- Resource Utilisation is based on resource bookings rather than the number of customers who attend.
- Cancellation and non-attendance information can depend on customer configuration, including Dishonour Rules.
- Dashboard and Drill Down results can be affected by active filters.
- Available reporting content may vary according to customer configuration and user permissions.
- Block Booking and Hosted Reservation refer to the same booking type. The terminology displayed may vary according to the Gladstone application or reporting context.