Closed Loop

This section allows the club to enable the follow up process after the member answers the survey. The process can be enabled based on the score that is provided in the response.
   

Process Settings

Most clubs will begin by enabling the Detractor type process, so that the club is not overwhelmed with todo list items.

Select a type (Detractors, Passives, Promoters) by clicking on the sad, neutral or happy face below to configure the follow up process for that type.
To enable/disable a process, click the corresponding toggle switch.
 

• Automated Email - this should be set up for all three response types before sending out first survey
• Add to the Closed Loop todo list
• Send a Follow Up Survey

Auto - Assign

This feature will allow the system to be configured so that Todo items can be automatically assigned as soon as they are added to the system taking away the manual work of having to assign them.

How to set it up

1. Under the club name
2. Select a user name from the Search for user drop down list
3. Click and drag user name into dotted line box beside the respective department to be assigned to
4. Click Save at the bottom of the page to save

The user can be assigned to more than one department and more than one user can be in a department as well.

It should also be noted that if a department box has no users allocated to it, the system will default to the ‘Reponses for Relational, event and one-off surveys’, where the Todo item will then get delegated to whom are responsible there. Or the 'Reponses for Relational, event and one-off surveys' can be left blank and users can be manually assigned.

How it will work 

1. As Todo items are received, the system will delegate them into the associated users Todo lists who are responsible for those departments 
2. The user will be notified of any Todo items once a day if they are subscribed to the automated Todo List Digest emails from the Digest Opt in section
   • It will only include Todo items that are assigned to them, if the user is not assiged to a department they will see all the Todo items in the email
3. When the user logs in and goes to Todo they will see all todo items.
   • To see items that are only assigned to the user logged in
   1. Click All Assignements drop down under Assigned User
   2. Select user name from list

If more than one user is auto assigned to a location or a department, the Todo items will be shared between the users. So, if 2 people are assigned to a department, they will get assigned 50% of the Todo items each.

Follow Up Timescale

Here you can configure the target time frame for having completed the follow up to a response. Please note this is one configuration for all sites. This cannot be changed per location.
 

Recommended number of days is usually set to 2. You don't want to wait too long to follow up with the member.

 

Drop-out settings

Enable or disable the drop-out options here. This will determine whether recipients can be "dropped out" of a process.
To "drop out" means to remove a recipient from the todo list. This can be done manually when recording interactions, or can take place automatically after a number of failed interaction attempts which you can specify below.
 

Manual Drop-outs: recommend to be off Off = red - users cannot manually remove the todo item On = turquoise - users can manually remove a response from the todo list by clicking on a drop out button Automated Drop-outs: should be on Off = red - the todo item will stay in the list until a successful attempt On = turquoise - the todo item will automatically be removed after the set number of interaction attempts set below Automated drop-out after how many interaction attempts? This option will only appear when automated drop outs is turned on. Type in a number to represent number of interaction attempts - recommend this be set to 3

Example: After 3 failed attempts from the user that are tracked in MemberInsight, the todo item will automatically be removed from the todo list.