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Data Dashboard

Retention

Overall Goal

We will build a diverse, cohesive, and vibrant membership community that supports MakeHaven’s long-term sustainability.

Objectives

  • Improve Member Retention
  • Strengthen the New Member Experience
  • Build Member Connections, Belonging and Inclusive Representation
  • Continuous Improvement, Feedback, and Transparency
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Key Performance Indicators

Wired KPIs

KPI Name Current Details Goal 2026 Goal 2030 Trend
Total # Active Members
The count of all members currently in active status across all membership categories.
802
95% of goal
 — 845 1,000
First Year Member Retention %
Percentage of new members who remain active for at least 12 months after joining.
58%
106% of goal
BIPOC: 21.7%Female/NB: 21.4%
 55% 70%
Member (Post-12mo) Retention %
Retention from month 12 to month 24 among members who made it through their first year.
61%
88% of goal
BIPOC: 0.0%Female/NB: 0.0%
 70% 80%
Retention POC %
The 12-month survival rate specifically for members identifying as Black, Indigenous, or People of Color.
43%
79% of goal
 — 55% 70%
Member Net Promoter Score (NPS)
Overall member satisfaction and likelihood to recommend MakeHaven to others.
88.0
117% of goal
 — 75.0 80.0
n/a
Active Participation %
Percentage of active members who have utilized the space (recorded a card read) in the last quarter.
61%
Last 90 days
102% of goal
BIPOC: 61.9%Female/NB: 59.5%
 60% 65%
n/a
Last 12 months
Active Participation % (BIPOC)
Percentage of active BIPOC members who have utilized the space in the last quarter.
50%
84% of goal
 — 60% 65%
8 Quarters
Active Participation % (Female/Non-binary)
Percentage of active Female and Non-binary members who have utilized the space in the last quarter.
52%
86% of goal
 — 60% 65%
8 Quarters
New Member First Badge (28 days) %
Share of new members who successfully complete their first badge/orientation within 28 days of joining.
76%
117% of goal
 — 65% 80%
Membership Diversity (% BIPOC)
Percentage of the overall membership identifying as Black, Indigenous, or People of Color.
31%
90% of goal
 — 35% 50%
n/a

KPIs In Development

KPI Name Current Details Goal 2026 Goal 2030 Trend
No in-development KPIs currently listed.
KPI Name 2023 2024 2025 2026 2027 2028 2029 2030
Total # Active Members n/a n/a 795 845 875 930 975 1,000
First Year Member Retention % n/a n/a 55% 55% 60% 63% 67% 70%
Member (Post-12mo) Retention % 76% 62% 70% 70% 72% 75% 78% 80%
Retention POC % 16% 19% 43% 55% 60% 63% 67% 70%
Member Net Promoter Score (NPS) n/a n/a 70.0 88.0 80.0 80.0 80.0 80.0
Active Participation % n/a n/a 60% 60% 62% 63% 64% 65%
Active Participation % (BIPOC) n/a n/a 60% 60% 62% 63% 64% 65%
Active Participation % (Female/Non-binary) n/a n/a 60% 60% 62% 63% 64% 65%
New Member First Badge (28 days) % n/a n/a 60% 76% 65% 70% 75% 80%
Membership Diversity (% BIPOC) n/a n/a 30% 35% 40% 45% 50% 50%
  • Total # Active Members: The count of all members currently in active status across all membership categories. Last snapshot: 2026-03-01
  • First Year Member Retention %: Percentage of new members who remain active for at least 12 months after joining. Last snapshot: 2026-03-01
  • Member (Post-12mo) Retention %: Retention from month 12 to month 24 among members who made it through their first year. Last snapshot: 2026-03-16
  • Retention POC %: The 12-month survival rate specifically for members identifying as Black, Indigenous, or People of Color. Last snapshot: 2025-12-31 Source: Automated: Cohort retention filtered by BIPOC ethnicity.
  • Member Net Promoter Score (NPS): Overall member satisfaction and likelihood to recommend MakeHaven to others. Last snapshot: 2026-03-16
  • Active Participation %: Percentage of active members who have utilized the space (recorded a card read) in the last quarter. Last snapshot: 2026-03-16
  • Active Participation % (BIPOC): Percentage of active BIPOC members who have utilized the space in the last quarter. Last snapshot: 2026-03-16 Source: System: % of BIPOC members who visited the space in the last 90 days.
  • Active Participation % (Female/Non-binary): Percentage of active Female and Non-binary members who have utilized the space in the last quarter. Last snapshot: 2026-03-16 Source: System: % of Female/Non-binary members who visited the space in the last 90 days.
  • New Member First Badge (28 days) %: Share of new members who successfully complete their first badge/orientation within 28 days of joining. Last snapshot: 2026-03-16 Source: Automated: Member success daily snapshots (join cohort reaching ~28 days).
  • Membership Diversity (% BIPOC): Percentage of the overall membership identifying as Black, Indigenous, or People of Color. Last snapshot: 2026-03-16
Active members by home region

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Key insights

Monthly Cohort Retention (Heatmap)

Detailed view of member retention over time, grouped by join date.

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  • Cohorts are grouped by join month.
  • Columns represent months elapsed since joining (Month 0 = Join Month).
  • Month 0 is the join-month baseline; later months are measured at each month end.

Cohort Composition by Join Year

Active vs inactive members for each join year cohort.

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  • Source: Members with join dates in profile__field_member_join_date grouped by calendar year.
  • Processing: Counts total members per cohort and marks a member as active when they hold an active membership role today.
  • Definitions: "Still active" reflects active role assignment today; "No longer active" covers members without those roles.
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Ending Memberships by Reason

Monthly churn totals stacked by recorded end reason (latest 6 months).

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  • Source: Membership end-date events joined to field_member_end_reason values.
  • Processing: Distinct members per reason per month; stacked bars show each reason’s contribution to total churn.
  • Definitions: Reasons reflect list-string options configured on member profiles when ending access.
  • Reason key mapping: Time = time; Relocation = relocation; Unknown = unknown; Other = other; Cost = cost; 3rdparty = 3rdparty; Predefined = predefined; Engagement = engagement; Unknown = Unknown; Equipment = equipment; Orientation = orientation; Removed = removed; Community = community; Management = management
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Annualized Retention Rate by Cohort

Annualized retention rate estimating the average share of members retained each year since joining.

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  • Source: Same cohort dataset as the composition chart, using join dates from profile__field_member_join_date.
  • Processing: Converts the share of members still active into an annualized retention rate (geometric mean) to normalize for cohort age.
  • Definitions: Active roles default to current_member/member; cohorts without active members report 0% annualized retention.
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Net Membership Change

Joined minus ended members per month with join/end overlays for context.

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  • Source: Derived from monthly totals returned by MembershipMetricsService::getFlow.
  • Processing: Calculates joined minus ended counts for each month and overlays the underlying join/end totals.
  • Definitions: Positive values indicate headcount growth; negative values indicate net attrition.
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Active Members (Monthly Snapshot Cadence)

Latest 3 monthly snapshots of active membership headcount.

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  • Source: makerspace_snapshot membership_totals snapshots joined with ms_fact_org_snapshot (members_active).
  • Processing: snapshots flagged as tests are excluded before aggregation.
  • Coverage: Dec 1, 2025 — Mar 1, 2026 (3 snapshots).
  • Daily snapshot rows are not currently available; this chart is currently showing the monthly cadence.
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Active Members (Monthly Snapshot Anchor)

Collapses snapshots to one point per month using the latest capture inside each month (max 3 months).

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  • Source: makerspace_snapshot membership_totals snapshots joined with ms_fact_org_snapshot (members_active).
  • Processing: Groups snapshots by calendar month and keeps the most recent capture in each month to smooth overlapping runs.
  • Coverage: Dec 1, 2025 — Mar 1, 2026 (3 snapshots).
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Active Members (Year-End Snapshot Anchor)

Uses the latest snapshot per calendar year to show longitudinal membership scale.

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  • Source: makerspace_snapshot membership_totals snapshots joined with ms_fact_org_snapshot (members_active).
  • Processing: Keeps the last snapshot logged in each calendar year to highlight long-term growth.
  • Coverage: Dec 1, 2025 — Mar 1, 2026 (2 snapshots).
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Membership Mix by Snapshot

Shows how many active members are recorded in each membership type snapshot over time.

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  • Source: makerspace_snapshot membership_types snapshots joined with ms_fact_membership_type_snapshot data.
  • Processing: Keeps the most recent membership_types snapshot per calendar month (max 2 months) and stacks active counts per membership type.
  • Coverage: Jan 1, 2026 — Mar 1, 2026 (2 snapshots).
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Monthly Appointment Volume

Trend in total member appointments over time.

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  • Window: Mar 16, 2025 – Mar 16, 2026
  • Source: appointment nodes, excluding records with canceled status.
  • Processing: counts all qualifying appointments by month based on appointment date.
  • Total appointments in window: 1,388 (avg 106.8 per month).
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Membership Mix Share by Snapshot

Shows how the membership mix shifts over time by converting each stacked bar to 100%.

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  • Source: makerspace_snapshot membership_types snapshots joined with ms_fact_membership_type_snapshot data.
  • Processing: Converts the latest membership_types snapshot in each month into share-of-total percentages so each bar equals 100%.
  • Tooltips list both the percentage share and raw member count per type.
  • Coverage: Jan 1, 2026 — Mar 1, 2026 (2 snapshots).
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Ending Memberships by Reason (100% Stacked)

Each month sums to 100% to compare reason share even when total churn volume changes.

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  • Source: Membership end-date events joined to field_member_end_reason values.
  • Processing: Distinct members per reason per month converted to percent-of-month totals.
  • Tooltips show percentage and raw member counts.
  • Reason key mapping: Time = time; Relocation = relocation; Unknown = unknown; Other = other; Cost = cost; 3rdparty = 3rdparty; Predefined = predefined; Engagement = engagement; Unknown = Unknown; Equipment = equipment; Orientation = orientation; Removed = removed; Community = community; Management = management
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Intervention ROI Summary

Key performance indicators for member outreach program.

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  • Annual Value Saved: Sum of monthly payments × 12 for resolved members.
  • Resolution Rate: (Resolved ÷ Contacted) × 100.
  • Avg Days: Time from first contact to resolution.

Intervention Resolution Rate

Success rate of member outreach efforts over time.

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  • Source: `ms_member_outreach_log` table.
  • Resolution: payment_updated or confirmed_cancel outcomes.
  • Rate: (resolved members ÷ contacted members) × 100.
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Intervention Channel Effectiveness

Comparison of success rates by contact method.

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  • Source: `ms_member_outreach_log` table grouped by contact_method.
  • Higher bars indicate more effective outreach channels.
  • Use this to optimize staff time allocation.
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Member Success Lifecycle Stage Mix

Month-end counts by lifecycle stage (onboarding, engagement, retention, recovery).

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  • Source: `ms_member_success_snapshot` daily snapshots grouped by stage.
  • Processing: uses the latest snapshot date available in each month.
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Onboarding Completion Funnel

Recent join cohort progress through orientation, badge activation, and serial setup.

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  • Source: latest daily row set in `ms_member_success_snapshot`.
  • Cohort: members with join_date in the last 90 days at snapshot 2026-03-16.
  • Current cohort size: 123
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Monthly Recruitment vs Churn

Total members who joined or ended each month (all membership types).

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  • Source: MembershipMetricsService::getFlow aggregates member profile creation timestamps (join dates) and recorded end dates.
  • Processing: Distinct members per month; expands to 24 months when the most recent 12 months have no data.
  • Definitions: "Joined" counts users whose default member profile was created during the month; "Ended" uses field_member_end_date.
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Recruitment by Membership Type

Breakdown by membership type across the selected periods.

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  • Source: Same join-date dataset as the recruitment totals, segmented by membership type taxonomy terms.
  • Processing: Counts distinct members per type per month based on the taxonomy term active at join time.
  • Definitions: Type names come from taxonomy terms; unknown or missing terms appear as "Unclassified".
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Appointments During Onboarding

Tracks the share of members who schedule their first appointment within 30, 90, and 365 days of joining.

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  • Source: appointment nodes joined to member profiles (excluding cancellations) and bucketed by days after the profile was created.
  • Processing: Each member is counted once based on when their first appointment occurs; line markers show cumulative engagement vs. those still unengaged.
  • Cohort size: 3,622 members, 1,107 engaged within one year (30.6%).
  • 2,515 members have not booked an appointment within their first year.
  • First 30 days top purpose: Unspecified (387 members)
  • Days 31-90 top purpose: Unspecified (97 members)
  • Days 91-365 top purpose: Unspecified (66 members)
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Appointment Outcomes & Feedback

Track facilitator outcomes and how often members leave feedback on appointments.

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  • Window: Mar 16, 2025 – Mar 16, 2026
  • Source: appointment nodes (excluding canceled) with facilitator-entered results and optional feedback fields.
  • Processing: Shows stacked appointment outcomes per month and overlays how many of those visits received written feedback.
  • Overall feedback rate: 2.5% (35/1,388 appointments)
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Cohort Retention by Ethnicity

Annualized retention rate for the largest self-reported ethnicity groups, using the same cohort window as the overall metric.

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  • Source: Member profile demographics joined to the cohort dataset defined by profile__field_member_join_date.
  • Processing: Same annualized retention calculation as the overall cohort chart, filtered to the selected demographic group.
  • Includes the top 5 ethnicity selections (by total members with a main profile).
  • Members can select multiple ethnicities; each group is analyzed independently.
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Cohort Retention by Gender Identity

Annualized retention rate across members’ self-selected gender identities, highlighting the most common responses.

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  • Source: Member profile demographics joined to the cohort dataset defined by profile__field_member_join_date.
  • Processing: Same annualized retention calculation as the overall cohort chart, filtered to the selected demographic group.
  • Limited to members who provided a gender value in their main profile.
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Cohort Retention by Membership Type

Compares annualized retention rates across the top membership plans (based on members with a main profile).

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  • Source: Member profile demographics joined to the cohort dataset defined by profile__field_member_join_date.
  • Processing: Same annualized retention calculation as the overall cohort chart, filtered to the selected demographic group.
  • Membership type labels come from the field_member_membership_type taxonomy on the main profile.
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Badges vs. Membership Tenure

Average membership length for members grouped by the total number of badges they have earned.

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  • Badge counts include all active badge requests linked to a member profile (orientation + tool badges).
  • Tenure is measured from join date to the most recent end date, or to today for currently active members.
  • Hover a bar to see how many members fall into that badge bucket.
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Members by Badges Earned

How many badges members have earned, grouped into buckets.

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  • Counts the total number of active or completed badge requests linked to each member profile.
  • Buckets members into the same ranges used by the tenure correlation chart for easier comparison.
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  • Last 6 months recruitment: 228
  • Last 6 months churn: 201
  • Net change: 27
All metrics shown are aggregated to protect member privacy. Use configuration to adjust minimum counts and data sources.