Customer Service Dashboard

Goal for Information Desk is 89.1

89.0

NEED TO BE MORE HELPFUL!

VALET DAMAGE
CLAIMS

INFORMATION DESK

90
89
88
87
86
85
84

3,000
2,000
1,000
0

Guides

Inpt Guides

Clinic Guides

6 Gift Cards
Actual

$1,114,678

$1,000
$0
J

0:03:47

0:03:39

Optimal Wait
Time

Dec-09

Jan-10

Feb-10

GIFT SHOP SALES

Nov-10

Oct-10

Current Sales

Sep-10

Budget

$39,570

$36,850

$32,065

7 Greeting Cards

$2,077

$2,394

$2,015

8 Movie Tickets

$1,550

$2,500

$1,443

9 Sundries

$1,952

$2,099

$1,620

$1,384
$0

$2,947

$4,957

$500,000

Last Year Sales

$200,000
$150,000
$100,000

$50,000

$450,000

10 Snacks
Variance
% Variance

0:03:55

$250,000

$1,252,893

$650,000
$600,000

0:03:41
$2,000

Score

Items

$550,000

Goal is <$5,000

GIFT SHOP - TOP ITEMS SCROLLABLE LIST

BUDGET VARIANCE

$700,000

VALET WAIT TIMES

Damage Claims
$1,040

Score

Clinic Guides

Inpatient Guides

4,000

Choose Month

$104,404
16.19%

Highest sales out of the three months

$0
D

Master Data Table Information Desk & Complaints

Score
Jul
Aug
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
15.00

Guides
87.2
88
86.0
86.2
89.2
87.2
87.7
88
88.5
88
89.3
88.4
87.2
87.1
87.7
86.2
88.0

Inpt GuidesClinic Guides

4,711
1,511
2,794
2,547
1,686
1,952
1,934
1,202
1,626
3,161
1,831
1,145
881
1,038
1,319
1,196
1,412

137
200
321
181
71
65
98
80
117
366

YTD Variance Master Table

Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11

Damage Claims
Jul-10

Total
$75

Score
$60

88.0

1,065
1,426
2,840
1,650
1,074
816
940
1,239
1,079
1,046

Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
2.00

$980
$1,800
$250
$75

$1,040
$2,840
$3,090
$3,165

89.0
86.0
86.2
89.2

Dynamic Table InfoDesk

Selected?
Month

TRUE
Inpt Guides

Guides
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11

2,794
2,547
1,686
1,952
1,934
1,202
1,626
3,161
1,831
1,145
881
1,038
1,319
1,196
1,412

Jul-09
Aug-09
Sep-09
Oct-09
Nov-09

0:03:41
0:03:11
0:04:22
0:02:35
0:02:42
0:04:43

Valet Wait Time

Avg Wait Time

0
0
0
0
0
137
200
321
181
71
65
98
80
117
366

TRUE
TRUE
Clinic Guides
Score
0
86
0
86.2
0
89.2
0
87.2
0
87.7
1065
88
1426
88.5
2840
88
1650
89.3
1074
88.4
816
87.2
940
87.1
1239
87.7
1079
86.2
1046
88

Data Shown
Optimal Wait Time

Dec-09
Jan-10
Feb-10

0:03:41
0:03:55
0:03:47
0:03:39

0:03:55
0:03:47
0:03:39
0:04:15
0:03:30
0:03:25
0:04:10
0:05:45
0:03:50
0:03:00
0:03:50
0:05:50

Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10

Gift Shop Master Table

Current Sales

Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11

Last Year Sales

$109,767
$89,724
$74,585
$145,845
$124,847
$75,899
$103,747
$108,282
$102,057
$124,541
$117,964
$108,377
$97,662
$108,023
$95,736

$97,503
$62,477
$174,996
$186,394
$89,832
$75,065
$114,286
$85,917
$213,637
$104,729
$84,884
$109,767
$89,724
$85,937

Phone Calls
3,386
3,018
3,157
3,802
3,086
3,010
2,834
3,155
1,961
3,046
2,840
2,677
3,164
3,016
2,836
2,751
2,377

In-PersonLost
Assistance
& Found
10,341
9,631
9,757
10,579
9,862
7,881
12,117
10,771
5,107
8,226
8,623
6,905
9,032
8,856
7,949
7,739
6,554

Turnover

$10
$77
$1,927
$846
$3,307
$6
$4,850
$4,889
$1,772
$394
$814
$265
$3,153
$1,991
$547

Dynamic Table Damage Claims

$1,040

0.0%
0.0%
0.0%
2.4%
2.4%
0.0%
2.4%
0.0%
0.0%
2.5%
8.3%
2.8%
0.0%
2.3%
1.9%

Helpfulness Score YTD Variance 91134

Actual
Budget
89
$0

$0

Dynamic Table Scale

Scale 1 Scale 2
0

scrollbar

Received By
Phone

Scale 3
0

Person
0

TOP 15 ITEMS
No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

Nov-10

Candy
Drinks
Figurines
Flowers
Food
Gift Cards
Greeting Cards
Movie Tickets
Sundries
Snacks

$7,356.73
$7,534.15
5500
$4,444.99
$2,999.37
$39,570.00
$2,076.53
$1,550
$1,952.23
1384

Oct-10

8583
8099
6534
5344
3541
36850
2394
2500
2099
2947

Sep-10
8616

$8,398.50
7254
5272
3856
32065
2015
1443
1620
4957

Actual Start
Maximum Postion

YTD Var 91132

YTD Var90070
Variance % Variance Actual
Budget
Variance
% Var
Actual
Budget
$0
0.0%
$0
$0
$0
0.00
$0

Variance
$0

$0

Writing
0

Day
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
Saturday
6
10

Date
9/4/2010
9/11/2010
9/18/2010
9/25/2010
10/2/2010
10/9/2010
10/16/2010
10/23/2010
10/30/2010
11/6/2010
11/13/2010
11/20/2010
11/27/2010

Sales
$1,886.65
$1,771.79
$1,499.20
$780.72
$1,342.18
$1,401.43
$4,006.39
$1,420.72
$657.64
$1,165.45
$824.40
$870.32
$1,256.36

Day
Sunday
Sunday
Sunday
Sunday
Sunday
Sunday
Sunday
Sunday
Sunday

Date
9/5/2010
9/12/2010
9/19/2010
9/26/2010
10/3/2010
10/10/2010
10/17/2010
10/24/2010
10/31/2010
11/7/2010
11/14/2010
11/21/2010
11/28/2010

YTD Var90051
YTDVar90000
% Var
Actual
Budget
Variance % Var
Actual
Budget
Variance % Var
0.0%
$0
$0
$0
0.0%
$0
$0
0
0.00%

Sales
$1,075.09
$1,152.48
$1,377.93
$620.73
$1,137.98
$840.30
$1,386.83
$675.53
$776.00
$555.97
$735.25
$584.34
$479.31

Overall
Actual
Budget
$250,245 $325,851
$540,303 $644,707
$826,741 $942,595
$1,114,678 $1,252,893
$1,421,159 $1,591,098

Variance % Variance
$75,606
23.20%
$104,404
16.19%
$115,854
12.29%
$138,215
11.03%
$169,939
10.68%

YTDVar91140
Overall
Actual
Budget
Variance % Var
Actual
Budget
Variance % Var
$0
$0
$0
0.00% $540,303 $644,707 $104,404
16.19%