Manage Responses

Surveys & Responses > Manage Responses

The Responses section is where staff can view all responses that have ever been submitted as a result of an email that contains the NPS survey question. The response will always be found here, even during or after a response has been part of the Todo section.

To better understand and interpret recipients and their responses, it’s important to know how NPS works and how it’s calculated. For more information, see Introduction to MemberInsight.

To Manage Responses:

From the main navigation, select Activity.
Select Responses.

Additional Information on Responses Section

At most 30 responses will be displayed on screen at a time, Filters can be used to refine number of responses displayed. At the bottom of the screen use page numbers to see more responses.
Only responses from the last 12 months will be accessible. To keep a record of older responses, clubs can run monthly exports using the Export CSV button.

Filters can be applied to refine the number of Responses that are displayed.

Filters for Responses (On the Top)

Days to Search

Days to Search: By default, Last 30 days will be selected.

Determine which time frame of data should be displayed.

Select this filter and a calendar will be displayed highlighting the last 30 days along with other options on the left.
- This week
- Previous week
- This month
- Last 30 Days
- Last 3 months
- Last 6 months
- Last 12 months
Select time frame option on the left or manually select the start and end date on the calendar to retrieve data.

Type of Survey

Type of Survey: By default, Relational & Depts will be selected.

Determine which type of survey results should be displayed.

Select type of survey.
- All Survey Types
- Relational Survey
- Static Surveys
- Relational and Depts
- Department Surveys
- Custom Surveys
Additional filter will display to select a specific survey to see responses.

Departments

When Relational & Depts or Department Surveys is selected as the Type of Survey, by default, the responses will display data for all departments that the Club has set up from Jonas Club Management (JCM) or Encore.

Determine which department data should be displayed

Select All Departments and drop-down will show all departments created from back-office.
Select department and only those responses will display.

Filters for Responses (On the Left)

Search Comments or Recipients

Search for specific responses by comments or name.

Select triangle pointing down on the left of Search Comments
Select option
- Search Comments: find responses using words in comments.
- Search Recipients: find responses using member name.
Type in word(s) or name.
Select Go!.

Reset Filters

Only removes filters that are found on the left (comments/recipients, responses, tag groups, gender and ages)

Select Reset Filters to remove filters applied from the left.

All Responses

By default all responses will be shown, regardless of the score given by the recipient.
Select one of the Response types to view specific responses.

Promoter / Positive: Displays Todo Items with NPS score of 9 or 10 or responses with positive tags
Passives / Neutral: Displays Todo Items with NPS score of 7 or 8 or responses with neutral tags
Detractors / Negative: Displays Todo Items with NPS score of 0 - 6 or responses with negative tags

Tag Groups and Tags

All tag groups

Select a tag group to view.
Tag groups that have tags will display in the filter and only 3 will display by default. When there are more than 3 tag groups created, select a Tag group and the additional tag groups will be listed. Select Show more button to reveal all tag groups created.
The Tag groups will only display if the club has taken the time to set up Response Tag Groups to manage tags(words that were entered in comment section in a response).
For details see Response Tags.

All tags

The words in the comments are referred to as tags

Search Tags: Type word(tag) to search for - a list of words that have been tagged will display.
Select word(tag) that appears below.
- Responses with the word(tag) that was selected will appear.
- If the word did not return any results, try changing the filters.

Gender and Age

All genders

Gender is determined by Club's database.
View responses from all genders by default, or select gender to view specific responses.

Male
Female
Other
Unknown

All ages
Age is determined by Club's database.

Jonas Club Management: Club Management > Member File > Setup /Edit Members - Birthdate field.
Encore: Accounts Receivable > Members - Date of Birth field.

View all ages by default or select a predefined age group.
Responses with members between that age group will appear

Between 18 and 24
Between 25 and 34
Between 35 and 44
Between 45 and 54
Between 55 and 64
65 and over

Note: these age groupings cannot be changed

Set Age

View responses that were submitted by a specific age.

Set age: Enter a specific age and select Set button.

Age is ## will display.
Set age field is empty with option to change the age.
Responses with members in that age group will display.

Response - The Detailed View

Each response will show more than just the NPS score, to better understand the response details, select an option below.

Show only responses with comments

This option will only display if enabled from the Closed Loop section. For more details, see Closed Loop.

Show only responses with comments toggle

On (green) - Responses that have comments will display.
Off (red) - Responses that have no comments will be hidden.

Export CSV

Export CSV button - Allows the club to export all the responses that are filtered on screen into a comma separated value (CSV) file.

This is found on the top right just above the Responses.

Apply filters if applicable before exporting, otherwise ALL Responses will be exported based on defaulted filters.
Select Export CSV button and the export will begin immediately.
Once the export is completed, open downloaded file.

The following fields of information will be exported

First Name, Last name, Location, Department, Email, Response Date, Response, Score and Can Share.
- Can Share column will always be empty except for responses that scored a 9 or 10 (the column may show yes, only if member checked box to allow feedback).

Can Share

Identifies whether a respondent has provided permission for their feedback to be used as promotional material for the club when their NPS score was a 9 or 10.

This column will always be displayed as an empty field when a response has a NPS score between 0 - 8.
It will display Yes when the NPS score is a 9 or 10.

How Can Share field is updated when a survey is completed.

Member scores a 9 or 10 and clicks Send Feedback.
Thanks for your feedback displays on the screen with the NPS score.
Question with checkbox displays

Allow any feedback I post to be used in promotional material (no identifiable information will be shared)

Checked - can share column will indicate Yes in CSV file.
Unchecked - can share column will be empty in CSV file.

Member and Survey Info

Member Image

Member photo will display if there is an image on file in the database.
If image is not in the database, it will display photo not available. ?

Emoji, Color, Name of member, Club name, Department name

Emoji and color represent the score.
- Sad face red = Detractor - Score of 0 - 6
- Neutral face grey = Passive - Score of 7 - 8
- Happy face turquoise = Promoter - Score of 9 - 10
Member and Club name are displayed for all responses to Relational and Department surveys. (Mike Matthews - Red Oaks Golf)
Building icon and Department name only appear after the Member and Club name if member responded to a Department survey. (Spa)

Date - Interactions - History

Envelope icon
Hover over envelope icon to see type of survey sent, name of survey and Sent via email. If it was a Department survey, it will display department name and sent via email.
Days ago
Identifies when the member responded to the survey. Measured in hours, days or months ago.
Interactions
Shows number of times the club has reached out to the member. Select History to see the interaction details.
History
Will display information for an individual in a timeline with the most recent date on top. The following information displays when History is selected: Date of response Member score - number in colored square Club name and Department if applicable Comments Notes - paper icon Methods of communication will be displayed for interactions. Failed in red text will be displayed under the icon if it was a failed attempt. Call - Phone icon Talk - Chat bubble icon Email - Envelope icon

Actions

Additional actions can be taken for a response.

Select Actions button.

Add Note - Type a note to be added to the History time line.
Add Todo - This only displays for NPS scores of 7 - 10 (Passive and Promoters).
- This will add the response into the Activity > Todo section and will assign it to the user that is logged in. The assigned user can be changed by going to Activity > Todo.

Response Tags

Comments and Response Tags

Member comments are identified as Response Tags (keywords) and used to generate data to further identify areas of improvement.
These keywords will be color coded based on the NPS score and appear as individual buttons underneath the comments.
When reading the comments, pay attention to what is communicated and change the Tags accordingly (positive, neutral or negative).

For more details, see Response Tags

Click to View

Click to View

This button will only appear in Department survey responses.

Select click to view and the following information will display:

Date and time when member attended.
Shows Department survey they received survey for.
If the member visited the department more than once in the same day, it will show up with more than one time stamp.