Understanding Performance in the Prospects Module

The Performance screen provides an overview of prospecting activity, conversion ratios, sales results and referral performance.

It can be used by staff and managers to review how enquiries are progressing through the prospect journey and compare results across different staff members and reporting periods.

Navigate to:

Prospects > Performance from under the menu on the left hand side.

The figures shown depend on prospect activities, appointment outcomes, sales and referrals being recorded correctly in Clubfit.

Select the Report Criteria

Use the filters at the top of the screen to choose the information you want to review.

Available options may include:

• staff member
• reporting frequency
• reporting period

For example, you may be able to select:

• All Staff or an individual staff member
• Monthly or another available period
• the required month and year

Click View Report to refresh the results.

Performance Summary

The summary tiles at the top of the report provide a quick view of key prospecting results.

These may include:

• Contacts/Appointments
• Show Up Ratio
• Appointment Close Ratio
• Walk-In Close Ratio
• Total Sales
• POS Referrals

Contacts/Appointments

The Contacts/Appointments figure compares successful prospect contact with the number of appointments booked.

This can help show how effectively prospect conversations are being converted into appointments.

The supporting Call Attempts section may display:

• Total Call Attempts
• Contact
• Booked Appointments
• Contact / Booked Appointments percentage

The result depends on calls and their outcomes being recorded accurately.

Show Up Ratio

The Show Up Ratio shows the percentage of sales-based appointments where the prospect attended.

The supporting Appointment Sales section may display:

• Sales Based Appointments
• Show Up
• Show Ratio

A low show-up ratio may indicate that appointment confirmations or reminders should be reviewed.

Appointment Close Ratio

The Appointment Close Ratio shows how many attended sales appointments resulted in a sale.

The supporting figures may include:

• Sales Based Appointments
• Show Up
• Sales
• Close Ratio

This helps indicate how effectively attended appointments are converting into memberships or sales.

Walk-In Close Ratio

The Walk-In Close Ratio compares recorded walk-in prospects with walk-in sales.

The supporting figures may include:

• Walk Ins
• Sales
• Close Ratio

For this figure to be accurate, walk-in prospects and their outcomes must be recorded consistently.

Total Sales

The Total Sales tile shows the number of prospect sales recorded within the selected reporting period.

Sales may come from different prospect pathways, including:

• appointments
• walk-ins
• online joins
• other prospect conversion methods

POS Referrals

The POS Referrals tile shows the number of Point of Sale referrals recorded during the selected period.

The Point of Sale Referrals section may also display the total number of referrals.

Enquiries

The Enquiries chart shows the number of new prospects created throughout the reporting period.

Prospects may be grouped by contact method, such as:

• Online Signup Incomplete
• Family pass flyer
• Walk-in
• Lead
• Internet
• Class Pass
• other configured contact methods

A summary table may also display the total number of enquiries for each contact method.

This information helps identify which types of enquiries are generating the most prospects.

Call Attempts

The Call Attempts chart displays prospect contact activity across the selected period.

The report may show booked appointments resulting from prospect contact.

The supporting totals may include:

• total call attempts
• successful contacts
• booked appointments
• contact-to-appointment percentage

If this section shows no results despite calls being made, check that staff are recording and completing call outcomes correctly.

Appointment Sales

The Appointment Sales chart displays the outcomes of sales-based prospect appointments.

Possible outcomes may include:

• No Sale
• No Show
• Not Interested
• Sale
• Trial

The supporting figures help measure:

• how many appointments were booked
• how many prospects attended
• how many sales resulted
• the show and close ratios

Walk-In Sales

• 

The Walk-In Sales chart displays outcomes for prospects recorded as walk-ins.

Possible outcomes may include:

• No Sale
• Not Interested
• Sale
• Trial

The summary beside the chart may display:

• Walk Ins
• Sales
• Close Ratio

Joined Online Sales

The Joined Online Sales section displays prospects who completed their membership signup online.

The summary may include:

• Joined Online
• Sales
• Close Ratio

A prospect who successfully joins online may be recorded as both a joined-online prospect and a sale.

Point of Sale Referrals

The Point of Sale Referrals chart displays referral activity recorded through the POS Referral process.

The summary shows the total number of referrals for the selected period.

Understanding the Ratios

The report calculates several conversion percentages.

While exact calculation rules may depend on Clubfit’s configuration, they generally represent:

Contact-to-appointment ratio
The percentage of successful contacts that resulted in a booked appointment.

Show-up ratio
The percentage of relevant appointments where the prospect attended.

Appointment close ratio
The percentage of attended sales appointments that resulted in a sale.

Walk-in close ratio
The percentage of recorded walk-ins that resulted in a sale.

Online close ratio
The percentage of online joins recorded as successful sales.

Using the Performance Report

Staff can use the report to review their own:

• prospect contacts
• booked appointments
• appointment attendance
• sales
• referrals
• conversion results

Managers can use it to:

• compare staff performance
• review enquiry sources
• identify low contact or appointment activity
• monitor show-up and close ratios
• review online and walk-in sales
• assess monthly prospecting performance

Improving Reporting Accuracy

The Performance report relies on staff consistently recording prospect activity.

To keep the report accurate, staff should:

• create calls and appointments against the correct prospect
• record call outcomes
• mark whether appointments were attended
• record no-shows and no-sales correctly
• update the prospect status after a sale
• record walk-ins and online joins correctly
• add POS referrals where applicable
• assign the correct salesperson
• complete overdue activities

Important Notes

A zero result does not always mean no activity occurred. It may indicate that the relevant call, appointment or sales outcome was not recorded in the required way.

Use the filters at the top of the report to confirm that the correct staff member and reporting period have been selected.

The available charts, categories and ratios may vary depending on the club’s configuration and staff permissions.