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Member Follow-up

To follow-up with a member the staff member has to complete 3 simple steps.
  1. Select Method of follow-up
  2. Contact the member
  3. Enter notes
  4. Indicate whether it was a failed or successful attempt.
    • Failed Attempt: any failed attempt will be considered an unsuccessful interaction with the member and the member will be kept on the todo list until there has been a successful follow up
      • Removal from the todo list: after 3 failed attempts the member will automatically drop off the to do list and be considered a "drop-out". The number of failed attempts depend on what the club set in the  Settings> Limits section
    • Successful Attempt: a successful follow up with the member will take them off the todo list

There are three methods to record a follow up with a member Call, Talk and Email.
The reason for the todo list is to get active feedback from your members, so we encourage speaking to the member directly before communicating with email.

 

Methods of Contact

Call
 
Staff communicated with member by phone.  


1. Click Call
  •  Phone number(s): displays member's phone number(s)
2. Call member phone number(s)
3. Notes: type in communication with member. 
  • This information will be stored in the History section as an Interaction after the Failed Attempt or Successful Attempt button is selected
4. Click Failed Attempt or Succesful Attempt  
 
Failed Attempt Example:
A voice message was left with the member
  1. Click Call
  2. Call member phone number(s)
  3. Notes: Left Voice Message (LVM) and any other typed notes will be saved
  4. Click Failed Attempt
    • Todo item will still be in the Todo Section
 Successful Attempt Example:
Talked to  member on the phone follow up complete
  1. Click Call
  2. Call member phone number(s)
  3. Notes: quick notes about what was discussed
  4. Click Succesful Atempt
    • Todo item will be removed from the Todo section
Talk
 
Staff communicated with the member in person at the club  
1. Click Talk
2. Talk to member
3. Notes: type in communication with member. 
  • This information will be stored in the History section as an Interaction when the Failed Attempt or Successful Attempt button is selected
4. Click Failed Attempt or Successful Attempt.
   
Failed Attempt Example:  Successful Attempt Example:

Talked to member but didn't get a chance to address the feedback they provided

  1. Click Talk
  2. Talk to member
  3. Notes: type in quick note, with relevant information to be noted
  4. Click Failed Attempt
    • Todo item will still be in the Todo Section

Talked to the member in person and no longer need to follow up

  1. Click Talk
  2. Talk to member
  3. Notes: quick notes about what was discussed
  4. Click Succesful Atempt
    • Todo item will be removed from the Todo section
Email
Email Communication is usually reserved as the last method of communication as it is not direct contact with the member. 

There is a unique BCC email address that is generated for the club and can be used to track the emails that are sent by saving the message in the email into the History section in MemberInsight.

Want to keep track of Emails?

Emailing this customer outside of Insight NPS? Want to track those too? We've got you covered! Simply click the email address below to copy it to your clipboard, then paste it into your email BCC field, and we'll do the rest! You'll find these emails in the recipient history. 
 
 
Note: each club will have their own unique code to use do not use the one in the image.
 
 
There are two ways that you may want to track email communications.

Method A: Use email as the last method of communication (unique BCC email address is included)
  • The todo item will automatically be flagged as Successful and be removed from the todo list, regardless if it was the first, second or last attempt.
  • This will impact the dropout rate and follow up score.
  • The message in the email will be recorded into the History section
Method B: Use email as the first or second method of communication (unique BCC email address is removed)
  • The todo item will remain on the todo list
  • The message in the email will NOT be recorded into the History section
  • Could use Talk section to track interaction in History section
 
 
Email - Method A
 
Staff wants to communicate with member by email as the last communication attempt to drop Todo item from the Todo List.
 
Use email as the last method of communication (unique BCC email address is included)
  • The todo item will automatically be flagged as Successful and be removed from the todo list, regardless if it was the first, second or last attempt.
  • This will impact the dropout rate and follow up score.
  • The message in the email will be recorded into the History section


1. Click Email 
  • Email: displays member's email address(es)
2. Click on the Send Email button
  • New email will open with member's email address in the To field 
  • Unique BCC email address in the BCC field
  • if email is not configured
    • Copy and paste the member and BCC email address into the email fields manually





 

3. Compose and send email
 
Once the email is sent to the member and the BCC email address successfully
  • Todo item will be flagged as successful and removed from the Todo list
  • The message in the email will be recorded into the History section

If the bcc email address was not included, there will be no history kept on file, which means there was no interaction and the Todo item will still be in the Todo list.

 
Email - Method B
 
Staff wants to communicate with member by email as the first or second method of communication without removing Todo item from the Todo List.

Use email as the first or second method of communication (unique BCC email address is removed)
  • The todo item will remain on the todo list
  • The message in the email will NOT be recorded into the History section
  • Could use Talk section to track interaction in History section
1. Click Email - to get members email address
2. Click Send Email button
  • New email will open with member's email address in the To field and the unique BCC email address in the BCC field.
  • if email is not configured
    • Copy and paste ONLY the member email address into the email manually






 
   
3. Remove the unique BCC email address in the email
4. Compose and send email
5. Find email in sent box and copy message



 
   
6. Click Talk
7. Notes: Paste the message that was emailed
8. Click Failed Attempt 
  • Email message will be saved in the History section and count as an interaction
  • Todo item will remaining in the Todo list.

Todo Filter & Export

Option to specify type of survey, location and department responses to view and export in the Todo section.

Details

Explains what the information displayed in the Todo section represents.

Reassigning Tags

Response tags are used to generate data to further identify areas of improvement. This section shows you how to reassign them.

Member Follow-up

Different methods of communication (call, talk, email) to track interaction with member after follow-up.