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CSR Dashboard

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The Corporate Social Responsibility (CSR) Dashboard is a dashboard that helps businesses track, monitor and ensure safe social distancing in their venues. The dashboard also includes features to gauge customer satisfaction and brand loyalty.

The dashboard is only available at venue level, and you can access it from My DashboardsCSR Dashboard.

When you first open the dashboard it is inactive, in order to use the dashboard, you must activate the density score widget. Unlike most data within the Portal, the CSR Dashboard metrics are not driven by WiFi authentication or presence data. Instead, the dashboard is powered by a footfall clicker. The clicker needs to be manually operated by a member of staff who counts visitors in real time as they enter and exit the venue.

The CSR Dashboard includes this device responsive clicker, which venue owners can share with staff who are monitoring the doors. Activating the density score widget within the dashboard activates the clicker and generates a URL which can be shared across staff. Once the clicker is active, you can start to record data and this feeds into the CSR Dashboard.

Density score

The density score widget helps you quickly assess the current visitor density at your venue, it automatically updates every 15 seconds.

The density score uses a scale from 0 to 10, where 0 represents an empty venue and 10 represents a venue at maximum capacity (based on the density score settings configured). The scale uses increments of 0.5, so it is possible to have a score, for example, of 5.5.

The density score uses the following color coding to help provide a visual warning system:

Band

Color

0 to 5

Green

5 to 9

Amber

9 and above

Red

The density score is calculated by dividing the current footfall count by the maximum capacity, for example:

  • 10 current footfall count and a maximum capacity of 10 people yields 100% capacity, or a density score of 10.

  • 5 current footfall count and a maximum capacity of 10 people yields a 50% capacity, or a density score of 5.

Activate the density score widget

  1. When you open the dashboard, it shows a density widget, which includes a density score and density clicker. To active, click Activate this feature.

  2. This opens Activate your Density Score which you must complete as follows:

    Daily Reset Time

    A ‘cut-off’ point for the clicker, this is when you want to stop recording visitors entering and exiting the venue. This is a 24 hour time selection between 00:00 to 23:00.

    Available Floorspace

    The total available floor space visitors can occupy. This number should be specified in square meters. It is the users responsibility to calculate their available floor space, which may involve factoring in or subtracting space occupied by objects, such as shelving or aisles.

    Safe Distance

    The desired distance in meters to be maintained between two visitors at any given time. For example, two metres.

    The safe distance or safe area for the portal user is calculated automatically, depending on which value is entered first.

    Safe Area

    The total area required around a single visitor in order to achieve the safe distance. This is calculated by squaring the safe distance, so given a safe distance of two meters, the safe area calculates as four meters.

    Estimated Capacity

    This value calculates automatically, it represents the total number of visitors that can be present in the venue at any given time based on the parameters specified above.

  3. Click Activate, this activates the widget within the dashboard. The dashboard now displays any data received from the clicker.

Density clicker

The clicker is used by staff to monitor visitors entering and exiting the venue. You can access the clicker if you click the URL at the bottom of the density widget this launches the clicker on the current device. To copy the URL and paste in a browser or message click Copy URL, to share the URL with another team member click Share URL this opens a window where you can enter the email address of the user you want to have access to the clicker.

When a visitor enters the venue, the staff member monitoring visitor numbers clicks the plus (+) button to record the entry, and when a visitor exits, clicks the minus (-).

The Current footfall count shows the number of visitors who are in the venue in real time. The Total today shows the total number of entries recorded that day. The Daily Reset Time in the Density score settings determines when this value is reset.

Footfall count

The footfall count data helps users understand the clicker metrics for the current day. This widget automatically updates every 15 seconds.

  • Current footfall count displays the total number of people currently in the venue, calculated from the entries and exits recorded by the clicker.

  • Total footfall count today displays the total number of entries recorded for the current 24 hour cycle. The Daily Reset Time in the Density score settings determines when this value is reset.

Footfall trends

The footfall trends chart helps you understand the footfall activity throughout the current 24 hour period, running from the daily reset time, plus 24 hours.

The footfall chart contains four series:

Entries

Shows the total number of entries to the venue for a given hour of the day.

Exits

Shows the total number of exits from the venue for a given hour of the day.

Avg Entries

Shows the average number of entries to the venue for a given hour of the day.

Avg Exits

Shows the average number of exits from the venue for a given hour of the day.

The Avg Entries and Avg Exits are calculated by looking at clicker event data (entries and exits) from the date the user activated the density score widget, until it resets for the next 24 hour cycle. The averages do not factor in any current cycle entries and exits.

Responsibility score

The responsibility score widget helps you understand the level of customer satisfaction within the venues in relation to hygiene, cleanliness and social distancing.

When you activate the responsibility score widget, the Portal automatically creates a responsibility score MicroSurvey, and publishes it at the venue where the CSR Dashboard is active. The responsibility score MicroSurvey includes the following questions:

Any visitor who visits the venue will automatically receive the survey via email, two hours after their visit. Once the visitor has completed the survey, the information is then used to build the venue’s responsibility score.

The main smiley face scale and rating is a calculated score using an average of the 4 key questions combined. Each individual question is also listed with the score being an average of all responses to that particular question. Each question is answered on a scale of 0 to 5, where 0 is the least satisfied and 5 is the most satisfied.

Activate the responsibility score

  1. The responsibility score is inactive by default, to activate it on the responsibility score widget, click Activate this feature.

  2. This shows the information about how the Microsurvey is delivered to visitors, click Activate.

    A copy of the Responsibility Score MicroSurvey is made and published at the venue and is automatically exported to all APs under the venue. At this stage any visitors visiting APs within the venue will receive the Responsibility Score MicroSurvey via email 2 hours after their visit.

NPS score

The NPS (Net Promoter Score) score widget helps venue managers understand the overall feedback provided by their visitors based on NPS survey responses.

Net Promoter Score is a management tool that can be used to gauge the loyalty of the venue/company's customer relationships.

Understand the NPS score

NPS (Net Promoter Score) surveys work by asking a simple question answered an a scale of 1 to 10. The question sent to visitors is always:

"How likely are you to recommend [venue_name] to a friend?"

Based on the response provided by a visitor, they are placed in to one of three potential categories:

Score band

Category

0 to 6

Detractor

7 to 8

Passive

9 to 10

Promoter

The NPS score is then calculated using the following formula:

NPS_SCORE = ((NUMBER_OF_PROMOTERS - NUMBER_OF_DETRACTORS) / TOTAL_NUMBER_OF_RESPONSES) / 100

This generates a number between -100 and 100. The NPS score widget includes a graphical indicator to help you understand what this score means:

Score band

Color

Label

-100 to 0

Red

Needs improvement

1 to 50

Amber

Good

51 to 100

Green

Great

Activate the NPS score

  1. The NPS score is inactive by default, to activate it on the NPS score widget, click Activate this feature.

  2. This shows the information about which NPS survey is used and how it is delivered to visitors, click Activate.

    If the current venue, or the company which owns the venue, already has a published NPS survey, this is what is used to calculate the NPS score on the CSR dashboard. However, if no NPS survey exists, the Portal automatically creates one from the system template and publishes this against the venue.

    At this stage all visitors who sign-on to the WiFi at the venue will receive an NPS survey email 24 hours after their visit.

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