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MemberInsight is used to send a one question survey to collect member feedback using a 0 -10 rating scale. This is the NPS question and it will be used to calculate the NPS score. This score can be used to assess performance for the club or between departments at the club.

Things to Review Before Sending a Survey

The NPS question can be sent using all 4 survey types that is available within MemberInsight.
  1. Presets
  2. Departments
  3. Custom
  4. Static
The eligible recipients and when the surveys are sent will be determined by the survey type used.

It is recommended to review the MemberInsight settings to ensure the club’s default configurations are set correctly. For more information, navigate to Account Settings > MemberInsight Settings from the main menu and select an option. 


The Back Office is where departments and sales areas are properly associated. These settings determine which members are eligible to receive surveys, along with additional configuration options.


Please select the applicable Back-office for more details. 
 

              
Before a survey is sent, it is important to review and customize the survey details using the 5 steps.



Learn More About Customizing a Survey
Upon a NPS survey being completed, the system can send an automated message to say thank you. 

The thank you message and subject line can be customized based on the response type.
  • Promoters (score of 9–10)
  • Passives (score of 7–8)
  • ?Detractors (score of 0–6)
If necessary, it could be further customized by a specific survey based on response type.



Learn More About Customizing the Automated Thank You Email
In addition to asking the NPS question, there is the option of creating and asking additional custom questions. It can be as simple as creating one question or something complex that has multiple pages to be used as an annual survey.

These custom questions must be built using the Questionnaire Builder.



Learn More About Using the Questionnaire Builder to Create Custom Questions

Things to Review After Sending a Survey

Any responses that had a score of 0-6 will automatically be added to the Todo Items list. 
It is important for staff to follow up with these items in a timely manner.



Learn More About Managing Todo Items
Data collected from survey responses will be found in various reports.

Reports are only available for 12 months, it is recommended that clubs download the report as a csv file to maintain data beyond 12 months. 



Learn More About Reports 
In addition to gathering scores from the NPS question, the words that are entered in the comments can be used to generate data (word analytics) to provide areas of improvement.

The word analytics are set up in MemberInsight in a section called Response Tags. This can only be configured after comments have been entered in responses, which means most clubs will use this feature a few weeks after sending their first survey. 



Learn More About Word Analytics by setting up Response Tags