This article will cover the metrics found in your Activate Property Digest email, explaining how these metrics are calculated, what they mean, and links to further resources.
- Digest Overview
- Property Engagement Overview
- Access control
- Visitor Management
- Work Orders
- Reservations
- Content
Digest Overview
The Activate Property Digest is an emailed report of your monthly app usage data. This report highlights key feature use from your VTS Activate app, offering a clear snapshot of activity over the past 28 days.
Each of these metrics can also be found in-app in the Insights and Dashboards section of your Admin portal.
Overall definitions:
- Users: Individuals within your property or building who have downloaded your app.
- Tenants: Companies or businesses at your building or property.
Property Engagement Overview
This section provides an overall view of the current adoption and engagement rates for your property, along with changes from the previous 28 day cycle. Percentage rates are calculated using your total Building Headcount.
| Metric | Definition |
|---|---|
| Building Headcount | The total number of individuals in your building as reported to your VTS contact during implementation. This is manually updated by the property team under "Property Settings" in the Activate platform. |
| Subscribers | Individuals in your building who have downloaded the building app. |
| Active members | How many of your total building headcount have downloaded the app and have taken some action on the platform, expressed as a percentage. |
| Total Adoption rate | How many of your total building headcount have downloaded and subscribed to the app, expressed as a percentage. |
| Total Engagement rate | How many of your subscribers are active users of the app, expressed as a percentage. |
Interpretation
A higher adoption rate and engagement rate is preferable, as this means more users are downloading and interacting with your app.
Access Control
These metrics indicate how many of your subscribers are using VTS Activate to access the building.
| Metric | Definition |
|---|---|
| Digital credentials created across X companies | Total number of digital access credentials created across the total number of tenant companies throughout the building in the last 28 days |
| Credentials created to date | Total number of mobile access credentials created in your app to date |
| Eligible users | Total number of subscribers |
| Mobile access adoption rate | Percentage of subscribers who have requested a mobile access credential |
| Monthly Mobile Access Usage | Total count of how many users have entered the building using mobile access credentials. |
Interpretation
After initial onboarding, your Digital Credentials created across X companies should be fairly low, as the only new credentials will be new hires at their respective companies.
Ideally, you would initially want to see your credentials created to date be close to your building headcount. Eventually the number of credentials will exceed your headcount as individuals leave and new credentials are added.
Ideally, your mobile access adoption rate should be at or close to 100%, as all users in your building are using the app to access the property.
Additional Resources
Visitor Management
These metrics indicate the number of visitor passes created, by how many unique users, and across how many tenants. It also indicates how many were sent by non-building staff.
| Metrics | Definition |
|---|---|
| Monthly Visitor Passes | Total number of visitor passes created in the last 28 days. |
| Visitors checked in | Total number of visitors who have checked into the building in the last 28 days. |
| X unique users across X tenants | Total number of users who have requested a visitor pass across the total number of tenant companies in the building. |
| x% Sent by non-building staff | Percentage of visitor passes created by app end-users, not building staff such as security or front desk personnel. |
Interpretation
The number of monthly visitor passes should be close to your visitors checked in, although the number of check-ins may be lower if some visitor passes were unused.
A higher percentage of visitor passes created by non-building staff indicates a high level of engagement with the app among end users, as they are creating visitor passes themselves.
Additional Resources
Work Orders
This section indicates how well your property is utilizing the Work Orders module to create and send service requests, and how quickly those service requests are being resolved.
| Metric | Definition |
|---|---|
| Service requests completed | Total number of service requests that have been marked as "Complete" in the app |
| Average resolution time | The average length of time between when a service request is created and when it is marked "Complete". |
| Average completion rate | A percentage of how many work orders were completed out of how many total work orders were submitted |
| Monthly service request usage | The count of service requests created in the last 28 days, counting only completed and closed requests |
Interpretation
The average resolution time is a good indicator how quickly your building team is responding to tenant service requests. Whether or not this metric is in line with your building goals depends on your maintenance team's goals and service expectations - some buildings may promise same-day service while others may require 2-4 business days for completion.
Note the Service Request status definitions below;
- Open: The request has been submitted but has not yet been viewed or accepted
- Accepted: The request has been submitted and reviewed by property staff
- In progress: Work has begun on the request, but it is not yet finished
- Closed: The service request has been finished, and no further adjustments can be made.
- Declined: The request has been reviewed and the property staff will not be working on the request
- Cancelled: The request has been reviewed and is no longer necessary
- Complete: The request has been finished, but the property staff still has the ability to edit the request
Additional Resources
Reservations
This section displays how well your users are using reservations to book amenities
| Metric | Definition |
|---|---|
| Reservations made across reservable amenities | Total number of reservations made across the total number of available reservable amenities |
| Booked by X unique users across X tenants | Total number of amenities booked by individual users across the total number of tenant companies across the building. |
Interpretation
If the number of unique users AND tenants is high, amenity reservations are distributed equally across the building.
If the number of unique users is low and the number of tenants is high, only a few individuals are using amenities.
If the number of unique users is high and the number of tenants is low, amenity usage is higher at certain companies than others, and those companies may have higher rates of app adoption.
If the number of number of unique users AND tenants is low, amenity usage is low across the entire building, and further efforts should be made to increase amenity awareness and usage.
Additional Resources
Content
This section provides an important overview of how your users are interacting with the content you've created and posted in the app. This can be a key metric in determining overall app usage, including other factors. If overall views are low, then users are not seeing content or amenities, visitor passes, or work orders.
| Metric | Definition |
|---|---|
| Live content | Any piece of content, including Notices, Posts, and Pages, that is currently live (not in drafts or expired). |
| Impression | A piece of live content has appeared on a unique user's screen. |
| View | A unique user has opened a piece of live content. |
| Interaction | A unique user has engaged with the piece of live content (such as submitting information, an RSVP, a reservation, etc) |
| Click-through-rate (CTR) | The percentage of impressions that led to views. (For example, a 50% CTR means that there were 5 views out of a total of 10 impressions) |
| Conversion Rate (CR) | The percentage of views that led to interactions. (For example, a 50% conversion means that there were 5 interactions out of a total of 10 views) |
| Monthly content impressions | The total number of pieces of live content that have appeared on a unique user's screen in the last 28 days. |
Interpretation
The content-interaction funnel starts with an Impression, which leads to a View, which leads to an Interaction.
The number of Impressions indicates how many users are passively scrolling through their content feeds on your app, with the following numbers of views and interactions indicating how engaged users are with the content you've created and posted.
Additional Resources