Activation & Utilisation Dashboard
This dashboard tracks adoption of Sonder across your eligible member population. It helps organisations understand reach, activation and engagement.
Definitions
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Eligible members: The number of members eligible to access Sonder under your organisation’s program.
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Activated members: The number of eligible members who have completed registration and activated their account.
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Activation rate: The percentage of eligible subscriptions that are activated.
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Activation family members: The number of family members that have downloaded and signed up to the Sonder app.
- Utilisation rate: The utilisation rate is the total number of active members, divided by the total activated members.
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Active members: The number of activated members who have meaningfully engaged with Sonder during the selected timeframe.
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Trends in activation and utilisation rate: See how your activation and utilisation rate as percentages move over time.
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Trends in utilisation over time: See how your eligible members, activated members and newly activated member levels change over time.
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Eligibility and activation breakdown: Differences in eligibility, activation and/or activity across groups.
How to use this dashboard.
The Activation & Utilisation dashboard helps organisations understand how widely Sonder has been adopted across their eligible population.
Activation reflects how many eligible members have registered for Sonder, while active members represent those who have meaningfully engaged with the platform during the selected timeframe.
These metrics are most useful when interpreted together. Activation indicates reach and awareness of the program, while activity indicates ongoing engagement with services and support.
Many organisations use this dashboard to understand how adoption varies across the workforce. Reviewing the breakdown by division can help identify areas with strong engagement as well as teams that may benefit from additional awareness or onboarding support.
Organisations commonly use this report to:
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identify teams with high engagement that may act as internal champions
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understand where activation or awareness may be lower
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guide future engagement or communication initiatives
Engagement levels will naturally fluctuate over time, as employees may access Sonder regularly or only when support is needed.
Frequently asked questions.
If my activation rate is low (e.g. 15%), should I be concerned?
Not immediately. Early in a rollout lower activation is normal. However if your activation rate plateaus or declines after 3-6 months, it suggests you may need stronger awareness or onboarding communications. Consider running a campaign, highlighting success stories, or including Sonder in new hire onboarding to improve activation.
What about family members? Why would they have access?
Some plans include family access, allowing members' family members to also use Sonder. The "Activation family members" metric shows how many family members have activated accounts.
If my active members are declining over time, is that bad?
Not necessarily. "Active members" fluctuates naturally as Sonder is for the right care at the right time, and that's very personal to each individual. Look for patterns rather than single-month drops. A consistent downward trend over 6+ months suggests lower ongoing engagement and warrants review.
How should I use the breakdown by division to drive change?
Identify your high-engagement and low-engagement divisions. For high-engagement areas, celebrate the culture and identify what's working. For low-engagement areas, investigate: Is awareness low? Do they have specific needs Sonder doesn't meet? Use this insight to tailor communications or training to those teams.
Understanding Activation Metrics by Date Range When viewing the Activation & Utilisation dashboard, the Activated members and Activation rate metrics measure activity strictly within your selected date range rather than showing a cumulative historical total. "Activated members" displays the exact number of users who completed their registration and activated their account during the selected timeframe. Similarly, the "Activation rate" reflects the percentage of members who activated in that same window. If you filter your view to a single day, the data will exclusively show the activations that occurred on that specific date.
What if my eligible member count suddenly changes?
Your eligible member number changes when you add or remove people from your Sonder account (hiring, departures, changes to who has access). When interpreting activation or active rates, be aware of headcount changes, they affect the percentages.
Why does my utilisation rate show above 100%?
This happens when members were active during your selected period but are no longer activated — they have left the organisation or deleted their Sonder account. The formula is Active Members ÷ Activated Members × 100. When the denominator (Activated Members) shrinks after those departures are recorded, the percentage can exceed 100 even though the activity itself occurred when those members were still registered.
You may also notice a difference between the utilisation figure on the Overview page and the figure shown in the Activation & Utilisation dashboard. The Overview reflects your total utilisation across the full date range you have selected. The Activation & Utilisation dashboard updates based on your chosen time bucket (daily, monthly, or yearly). To align the two figures, go to the Trends in activation and utilisation rate graph, select the down arrow, choose Time bucket > Yearly, and confirm you have the same date range selected on both pages.
Why can't I see some of my divisions or sub - divisions?
Sonder has an anonymisation rule applied to all aggregated reporting: if you have a division or sub-division with fewer than 10 activation members on Sonder, nothing will appear to protect member privacy and prevent identification of individuals. Data is only displayed when a minimum reporting threshold is reached.