Understanding the Contacts Dashboard in Gladstone Reporting

Problem

You want to understand what information is available within the Gladstone Reporting Contacts Dashboard and how it can be used to analyse contact records, demographics, interactions, contact information and marketing preferences.

Resolution

What does the Contacts Dashboard show?

The Contacts Dashboard provides reporting on contact records and their associated demographic, subscription, interaction, contact and marketing information.

The Dashboard contains reports covering areas such as:

• total Contact Records;
• Contacts with and without current subscriptions;
• Contacts with no recent interaction;
• Contacts by Age, Gender, Status and Price Level;
• Average Age;
• New contacts created online and in centre;
• Incomplete contact information;
• Correspondence;
• User Field data;
• Marketing consent;
• Campaign participation, where applicable;
• Documentation count;
• Expired and expiring Documentation.

The Dashboard can be used to understand the composition of your contact database and investigate groups of contacts in greater detail.

Where supported, select a Widget to access its Drill Down for additional information.

What is a Contact Record?

A Contact Record represents an individual recorded within the Gladstone system and provides the customer information used across areas such as Attendance, Bookings, Sales and Subscriptions.

Each Contact Record is identified by a Contact ID and can contain information such as:

• Full Name;
• Date of Birth, Next Birthday and Age;
• Gender;
• Home Address;
• Home Email;
• Mobile Number;
• Status;
• Price Level;
• Home Site;
• Subscription;
• Primary Card ID;
• Marketing preferences;
• Last Interaction Date;
• User Fields.

The information available depends on the customer data recorded against the Contact.

Which Contacts reports are available?

The Contacts Dashboard includes reports such as:

• Total Contact Records / Number of Sites — shows the number of Contact Records and configured Sites.
• Contacts With Subscription — identifies Contact Records associated with a current Subscription.
• Contacts Without Subscription — identifies Contact Records without a current Subscription.
• Contacts With No Interaction — identifies Contact Records with no recorded interaction during the configured reporting period.
• Contacts by Age Group — analyses Contact Records by Age Group.
• Contacts by Gender — analyses Contact Records by Gender.
• Contacts by Status — analyses Contact Records by Status.
• Contacts by Price Level — analyses Contact Records by Price Level.
• Contact Average Age — shows the average age of Contact Records based on Date of Birth.
• New Contacts Created Online — identifies Contact Records created through the Online joining application.
• New Contacts Created In Centre — identifies Contact Records created through other qualifying users or processes.
• Status Changes - identifies contact records with a Status change.
• New Contacts Created — provides a longer-term view of Contact Record creation.
• Contacts Without a Mobile — identifies Contact Records where Mobile information is blank.
• Contacts Without an Email — identifies Contact Records where Email Address information is blank.
• Contacts Without an Address — identifies Contact Records where Address information is blank.
• Correspondence Raised — reports Correspondence recorded against Contact Records.
• Contacts (User Field Data) — provides access to Contact Records and configured User Field information.
• Marketing: Consented to Email — identifies Contact Records with Email marketing consent.
• Marketing: Consented to SMS — identifies Contact Records with SMS marketing consent.
• Marketing: Consented to Mail — identifies Contact Records with Mail marketing consent.
• Marketing: Consented to Telephone — identifies Contact Records with Telephone marketing consent.
• Marketing: Consented to Social Media — identifies Contact Records with Social Media marketing consent.
• Campaigns — where configured, provides reporting on Contacts associated with Campaign categories.
• Count of Documents — identifies saved documents within the system.
• Documents Expiring — identifies expiring documents within the system.
• Expired Documents — identifies expired documents within the system.
• Document Type — identifies saved documents within the system by type.

The reporting periods and filters available vary according to the individual Widget.

What does "Contacts With No Interaction" mean?

Contacts With No Interaction identifies Contact Records where no qualifying interaction has been recorded during the reporting period.

For this report, an interaction can be generated by activity such as:

• Attendance;
• Booking;
• non-subscription Sale.

This can help identify Contact Records that have not recently interacted with the organisation.

The result should not automatically be interpreted as membership inactivity because the Contacts Dashboard includes Contact Records regardless of whether they hold a current Subscription.

How can I analyse customer demographics?

Use reports such as:

• Contacts by Age Group;
• Contacts by Gender;
• Contacts by Status;
• Contacts by Price Level;
• Contact Average Age;

These reports can help understand the composition of the contact database and identify patterns across different customer groups.

Where supported, select an element within a compatible Widget to apply filtering and investigate that group across other Dashboard reports.

How can I identify missing contact information?

Use:

• Contacts Without a Mobile;
• Contacts Without an Email;
• Contacts Without an Address.

These reports can help identify Contact Records where commonly used contact information has not been recorded.

Where additional detail is required, use the associated Drill Down to investigate the relevant Contact Records.

Where can I report on User Fields from the Contacts Dashboard?

Within the Contacts Dashboard, use the Contacts (User Field Data) report to access Contact Record information together with configured User Fields.

User Field information is also available from other areas of Gladstone Reporting, including selected Attendance, Bookings and Subscriptions Drill Downs.

For a wider overview of the reports containing User Field information, refer to the Gladstone Reporting Frequently Asked Questions.

User Fields are customer-configurable and their meaning varies between organisations. Gladstone Reporting does not assign a universal business definition to the values held within customer User Fields.

How can I analyse marketing consent?

The Contacts Dashboard provides reports for marketing and campaign consent across the following reports:

• Email;
• SMS;
• Mail;
• Telephone;
• Social Media;
• Campaigns.

These reports can be used to understand which Contact Records have the relevant consent recorded and which Campaigns they are associated with.

Marketing consent reporting should be interpreted according to your organisation's configured processes and data protection requirements.

How can I report on Contact Documentation?

The Contacts Dashboard provides reports for Documentation recorded against Contact Records, including:

• Count of Documents — shows the number of saved Documents.
• Documents Expiring — identifies Documents approaching their expiry date.
• Expired Documents — identifies Documents that have expired.
• Document Type — analyses saved Documents by Document Type.

Use the associated reports and Drill Downs to investigate Documentation recorded against individual Contact Records.

The information available depends on the Documentation configured and recorded within your organisation.

Notes

• The Contacts Dashboard reports on Contact Records and should not automatically be interpreted as a report of current members.
• A Contact Record can exist without a current Subscription.
• Contact Status, User Fields and other customer-configurable values can have organisation-specific meanings.
• Missing contact information indicates that the relevant reporting value is blank; it does not determine whether the Contact Record itself is valid or invalid.
• Marketing consent information should be interpreted in accordance with your organisation's processes and applicable data protection requirements.
• Dashboard and Drill Down results can be affected by active filters.
• Available reporting content may vary according to customer configuration and user permissions.

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