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.
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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.
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.