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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.
794Snapshot
As of Oct 1, 2026 · refreshed Oct 12, 12:36 PM.
94% of goal
BIPOC: 30.2%Female/NB: 34.2%
 845 1,000
First Year Member Retention %
Share of members still active on their first anniversary, pooled over the last 12 matured join months.
56%Join cohorts
Joined Oct 2024–Sep 2025
226 of 401 members · 79 excluded (left for reasons outside our control)
As of Sep 30, 2026 · refreshed Oct 12, 12:36 PM.
102% of goal
 — 55% 65%
Each join month
Second-Year Retention (Conditional) %
Retention through the second year among members retained through the first year, calculated by eligible cohort.
56%Join cohorts
As of Oct 12, 2026, 12:36 PM.
102% of goal
BIPOC: 28.6%Female/NB: 50.0%
 55% 70%
First Year Retention (BIPOC) %
First-year retention for members identifying as Black, Indigenous, or People of Color, measured the same way as overall first-year retention.
49%Join cohorts
Joined Oct 2024–Sep 2025
65 of 134 members · 35 excluded (left for reasons outside our control)
As of Sep 30, 2026 · refreshed Oct 12, 12:36 PM.
88% of goal
 — 55% 70%
Each join month
Member Net Promoter Score (NPS)
Overall member satisfaction and likelihood to recommend MakeHaven to others.
89.0Survey
2026 member survey
70 survey responses
As of Oct 12, 2026, 12:36 PM.
119% of goal
 — 75.0 80.0
Active Participation %
Percentage of active members who have utilized the space (recorded a card read) in the last quarter.
61%Last 90 days
Trailing 90 days as of month-end
As of Oct 1, 2026 · refreshed Oct 12, 12:36 PM.
101% of goal
BIPOC: 61.7%Female/NB: 60.8%Visited: 474Roster: 789
 60% 65%
Last 12 months
Active Participation % (BIPOC)
Percentage of active BIPOC members who have utilized the space in the last quarter.
62%Last 90 days
Trailing 90 days as of month-end
As of Oct 1, 2026 · refreshed Oct 12, 12:36 PM.
103% of goal
Visited: 117Roster: 189
 60% 65%
Last 12 months
Active Participation % (Female/Non-binary)
Percentage of active Female and Non-binary members who have utilized the space in the last quarter.
61%Last 90 days
Trailing 90 days as of month-end
As of Oct 1, 2026 · refreshed Oct 12, 12:36 PM.
101% of goal
Visited: 183Roster: 305
 60% 65%
Last 12 months
New Member First Badge (28 days) %
Share of new members who earn a tool badge within 28 days of joining. The Door access badge does not count.
61%Join cohorts
Joined Sep 2025–Aug 2026
272 of 448 new members
As of Aug 31, 2026 · refreshed Oct 12, 12:36 PM.
93% of goal
 — 65% 80%
Each join month
Membership Diversity (% BIPOC)
Percentage of the overall membership identifying as Black, Indigenous, or People of Color.
30%Snapshot
222 of 735 members · 127 excluded (no ethnicity recorded)
As of Oct 12, 2026, 12:36 PM.
86% of goal
 — 35% 50%

KPIs In Development

KPI Name Current Details Goal 2026 Goal 2030 Trend
No in-development KPIs currently listed.

This table runs past the current year on purpose: it puts each KPI’s measured history next to the targets adopted for the years ahead. Years through 2025 are measured actuals, 2026 is measured but incomplete (year-to-date for some KPIs, a rolling 12-month window for others, so it will not line up with a completed year), and later years are goals from the strategic plan, not forecasts or recorded data. Cells are flagged individually because a single year can hold a measured value for one KPI and a goal for another. An “n/a” means neither an actual nor a goal exists for that year.

  • Actual — measured, completed year
  • Current — measured but incomplete year
  • Goal — target we are aiming at, not data
KPI Name 2023 2024 2025 2026 2027 2028 2029 2030
Total # Active Members n/a n/a 795goal 845goal 875goal 930goal 975goal 1,000goal
First Year Member Retention % 62%actual 55%actual 52%actual 56%current 58%goal 60%goal 62%goal 65%goal
Second-Year Retention (Conditional) % 76%actual 60%actual 55%goal 55%goal 60%goal 63%goal 67%goal 70%goal
First Year Retention (BIPOC) % 60%actual 53%actual 44%actual 49%current 60%goal 63%goal 67%goal 70%goal
Member Net Promoter Score (NPS) n/a n/a 82.0actual 89.0current 80.0goal 80.0goal 80.0goal 80.0goal
Active Participation % n/a n/a 60%goal 60%goal 62%goal 63%goal 64%goal 65%goal
Active Participation % (BIPOC) n/a n/a 60%goal 60%goal 62%goal 63%goal 64%goal 65%goal
Active Participation % (Female/Non-binary) n/a n/a 60%goal 60%goal 62%goal 63%goal 64%goal 65%goal
New Member First Badge (28 days) % n/a n/a 57%actual 63%current 65%goal 70%goal 75%goal 80%goal
Membership Diversity (% BIPOC) n/a n/a 30%goal 35%goal 40%goal 45%goal 50%goal 50%goal
  • Total # Active Members: The count of all members currently in active status across all membership categories. Last snapshot: 2026-10-01
  • First Year Member Retention %: Share of members still active on their first anniversary, pooled over the last 12 matured join months. Last snapshot: 2026-09-30 Source: Membership-evidenced default profiles, including disabled accounts. Individual calendar anniversaries; fully matured join months only. Terminal programs and pre-anniversary unpreventable ends excluded. Join date is inferred from profile creation; end dates are inclusive. Annual columns use anniversary year and pooled member counts.
  • Second-Year Retention (Conditional) %: Retention through the second year among members retained through the first year, calculated by eligible cohort. Last snapshot: 2026-10-12 Source: Conditional second-year retention: each eligible cohort's retained share at month 24 divided by its retained share at month 12. The headline uses the latest eligible cohort; trailing values average cohort ratios. This is not retention from joining through month 24. Uses recorded membership history and month-based cohort milestones.
  • First Year Retention (BIPOC) %: First-year retention for members identifying as Black, Indigenous, or People of Color, measured the same way as overall first-year retention. Last snapshot: 2026-09-30 Source: First-year retention for members who identify as BIPOC in CiviCRM, using the same cohorts and exclusions as overall First Year Member Retention. Members with no recorded ethnicity are not counted.
  • Member Net Promoter Score (NPS): Overall member satisfaction and likelihood to recommend MakeHaven to others. Last snapshot: 2026-10-12 Source: Annual member survey (2026): NPS from 70 responses (promoters minus detractors, 0-10 scale).
  • Active Participation %: Percentage of active members who have utilized the space (recorded a card read) in the last quarter. Last snapshot: 2026-10-01 Source: Snapshot-backed: unique members with at least one card read in the trailing 90-day window ending at each month-end, divided by the active-member roster.
  • Active Participation % (BIPOC): Percentage of active BIPOC members who have utilized the space in the last quarter. Last snapshot: 2026-10-01 Source: Snapshot-backed: unique BIPOC members with at least one card read in the trailing 90-day window, divided by the active BIPOC roster at each month-end.
  • Active Participation % (Female/Non-binary): Percentage of active Female and Non-binary members who have utilized the space in the last quarter. Last snapshot: 2026-10-01 Source: Snapshot-backed: unique Female/NB members with at least one card read in the trailing 90-day window, divided by the active Female/NB roster at each month-end.
  • New Member First Badge (28 days) %: Share of new members who earn a tool badge within 28 days of joining. The Door access badge does not count. Last snapshot: 2026-08-31 Source: Share of new members who earned a tool badge within 28 days of joining, pooled over the last 12 complete join months. The Door access badge, which nearly every member gets during onboarding, does not count.
  • Membership Diversity (% BIPOC): Percentage of the overall membership identifying as Black, Indigenous, or People of Color. Last snapshot: 2026-10-12
Active members by home region

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Key insights

Total Active Members

Active membership headcount over time.

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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: May 1, 2025 — Oct 1, 2026 (18 snapshots).

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 canonical profile creation timestamps.
  • Processing: Geometric mean of active/total per cohort, normalised for cohort age. Line shows 3-year centered rolling average; hover for per-cohort value.
  • Definitions: Active roles default to current_member/member; cohorts without active members report 0% annualized retention.

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.

Active Participation Rate

Share of members who accessed the space at least once per quarter, by demographic segment.

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  • Source: Door-access logs from access_control_log via UtilizationDataService.
  • Processing: Each bar covers one completed calendar quarter. Members with at least one door-access event count as "active".
  • Denominator: Active member roster at query time for each segment.
  • Definitions: BIPOC = members with non-white racial/ethnic identity; Female/NB = members with female or non-binary gender identity.

Members at Risk

Share of active members flagged as at-risk each month — an early-warning signal for churn.

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  • Source: ms_member_success_snapshot daily snapshots, latest date per month.
  • Definition: At-risk = risk_score ≥ 20. Threshold can be adjusted in service parameters.
  • Coverage: Feb 2026 – Oct 2026 (9 months).

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: Qualifying member profiles grouped by canonical profile creation 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.

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: Relocation = relocation; Time = time; Cost = cost; Unknown = unknown; 3rdparty = 3rdparty; Other = other; Nonpayment = nonpayment; Predefined = predefined; Engagement = engagement; Community = community; Equipment = equipment; Orientation = orientation; Management = management; Removed = removed

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.

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 2026-10-12.
  • Current cohort size: 107

Member Outreach Outcomes

Outreach dispositions and associated dues across recorded contacts.

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  • Annualized dues: current recorded monthly dues × 12 for members with a resolved outreach outcome. This estimates associated dues, not collected revenue or savings attributable to outreach.
  • Resolution Rate: (Resolved ÷ Contacted) × 100. A resolved case does not establish continued membership or a successful payment.
  • Avg Days: Time from first contact to resolution.

Why Members Left

Stated reason for every membership that ended in the last 365 days.

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  • Evidence tier: Observed. Members select the reason themselves in the Chargebee cancellation flow; chargebee_status_sync writes it to field_member_end_reason.
  • Coverage: 456 of the 461 memberships that ended in the year to 2026-08-10 carry a reason — around 99%, the best-covered listening channel we run.
  • Labels come from the field’s own allowed-values config, so this chart cannot drift from the options members were actually offered.
  • Caution: a stated reason is what someone chose from a list on their way out, not a diagnosis. "Time" and "cost" are the easy answers to pick, and may mask reasons the list does not offer. Read the free-text notes alongside before concluding.

28-Day Activation Rate

Share of new members who earned at least one badge within 28 days of joining.

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  • Source: ms_member_success_snapshot daily snapshots, latest date per month.
  • Cohort window: members whose join_date falls 28–58 days before the snapshot date (badge_count_total ≥ 1 = activated).
  • Cohort size (dashed) shows how many members were in scope for each month — low counts make the rate more volatile.
  • Activation = first badge earned, a proxy for meaningful first engagement with the space.

Active Members (Monthly Snapshot Cadence)

Latest 18 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: May 1, 2025 — Oct 1, 2026 (18 snapshots).
  • Daily snapshot rows are not currently available; this chart is currently showing the monthly cadence.

Active Members (Monthly Snapshot Anchor)

Collapses snapshots to one point per month using the latest capture inside each month (max 18 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: May 1, 2025 — Oct 1, 2026 (18 snapshots).

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 — Oct 1, 2026 (2 snapshots).

Risk Reason Breakdown

Why are members currently flagged as at-risk? Sorted by prevalence.

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  • Snapshot: latest member state (is_latest = 1, risk_score ≥ 20).
  • A single member can carry multiple risk flags; totals may exceed 383.
  • Total members at risk: 383.

Monthly Appointment Volume

Trend in total member appointments over time.

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  • Window: Oct 12, 2025 – Oct 12, 2026
  • Source: appointment nodes, excluding records with canceled status.
  • Processing: counts all qualifying appointments by month based on appointment date.
  • Total appointments in window: 1,414 (avg 117.8 per month).

First-Year Retention by Membership Type

Share of Standard and Sliding Scale members still active 12 months after joining. Terminal Program excluded.

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  • Source: membership-evidenced default profiles, including disabled accounts, with current membership type Standard (tid 716) or Sliding Scale (tid 718). Join date is inferred from profile creation.
  • Terminal Program (tid 842) members are excluded — time-bounded memberships not expected to renew.
  • Only fully completed anniversary months appear. Each member is evaluated on their own calendar anniversary; leap-day anniversaries use February 28.
  • Unpreventable attrition (relocation, etc.) is excluded from both numerator and denominator.
  • Null points indicate fewer than 1 members of that type joined in that month (too small to show).

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 cohorts defined by canonical profile creation timestamps.
  • 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.

What People Told Us

Every channel we listen on in this area, and how much each collected in the last year. Red bars are channels that have gone quiet.

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  • Evidence tier: Observed. Bar lengths are counts of submissions, with no interpretation applied.
  • Colour is a Think-level judgement: red marks a channel classified dormant, dead or never used by the cadence-adjusted staleness thresholds.
  • A zero bar is deliberately kept on the chart rather than filtered out. A question we stopped asking is the finding, and dropping it would hide exactly what this is for.
  • Full coverage detail, including who is submitting and whether channels are too thin to generalise from, is on the Listening health report.

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".

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 18 months) and stacks active counts per membership type.
  • Coverage: May 1, 2025 — Oct 1, 2026 (18 snapshots).

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: May 1, 2025 — Oct 1, 2026 (18 snapshots).

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: 3,873 members, 1,274 engaged within one year (32.9%).
  • 2,599 members have not booked an appointment within their first year.
  • First 30 days top purpose: Badge checkout (474 members)
  • Days 31-90 top purpose: Badge checkout (117 members)
  • Days 91-365 top purpose: Unspecified (66 members)

Appointment Outcomes & Feedback

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

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  • Window: Oct 12, 2025 – Oct 12, 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: 13.2% (191/1,448 appointments)

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: Relocation = relocation; Time = time; Cost = cost; Unknown = unknown; 3rdparty = 3rdparty; Other = other; Nonpayment = nonpayment; Predefined = predefined; Engagement = engagement; Community = community; Equipment = equipment; Orientation = orientation; Management = management; Removed = removed

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.

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.

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 cohorts defined by canonical profile creation timestamps.
  • 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.

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 cohorts defined by canonical profile creation timestamps.
  • 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.

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.

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.

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.
  • Last 6 months recruitment: 203
  • Last 6 months churn: 235
  • Net change: -32
All metrics shown are aggregated to protect member privacy. Use configuration to adjust minimum counts and data sources.