Manage Todo Items

Surveys & Responses > Manage Todo Items

The Todo section will show items automatically when a detractor NPS score of 0 - 6 is submitted as a response. How quickly the response is added to the Todo list is based on the Closed Loop process settings for Detractors. These are responses that require the club's attention and staff should follow up in a timely manner to address areas of improvement.

However, responses with a NPS score between 7-10 can be added manually to the Todo list from the Responses section using the Actions button.

There are 3 methods of contact to follow up with a response; call, talk or email. For details, see Follow Up Process on this page.

To Manage Todo Items:

From the main navigation, select Activity.
- A dot beside Activity indicates that there are Todo Items that require attention.
Select Todo with number of Todo items indicated.
Use filters to find specific Todo items.
View details for a Todo item and follow up with method of contact (call, talk or email).

Key Differences between Responses and Todos

The Todo section is where staff will log in to find out which members have to be contacted for follow up. Staff can view all Todo items, view items that have been assigned to them or filter specific responses.

Information here is similar to what will be found in the Responses section with a few differences.

Responses will display complete details for all responses on screen, whereas Todo will only display complete details for one Todo item at a time after it has been selected.
Methods of contact buttons (call, talk and email) will only be available on the Todo screen.

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

Filters for Todo Items (On the Top)

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 Todo items.

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 Todo items will display.

Filters for Todo Items (On the Left)

Search and Reset

Search box

Find todo items by name of respondent or word(s) that were used in the comment box.

Type in name or word(s) in the search box.
Select Go!

Reset Search Results

Clear the text in the search box.
Select Go!.

All Responses

By default, all Todo Items will be shown, regardless of the score given by the recipient.

Detractors would have been added automatically as part of the Closed Loop process settings for Detractors.
Promoters and passives could be added manually using the Add Todo feature. For more details on adding recipients manually to the Todo section, see Manage Responses and go to Response - Details > Actions section.

Select one of the Response types to view specific Todo items.

Promoters / 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.

Assigned User

Use the Assigned User filter to view all Todo items or only those assigned to one specific user.

Select the box under Assigned User.
Type in first or last name of user and select name from results.
Or select an option from the list
- All Assignments - Displays all Todo items.
- All Unassigned - Displays any Todo items that were not set up as Auto - Assign from Closed loop or manually added to the Todo list.
- User names will be listed with first and last name.
  - Sorted alphabetically by last name.
  - Both Admin and Basic level user account names will be listed.

Todo - Details

Todo items can be associated with a name or they can be anonymous responses.

Details for only one Todo item will be displayed at a time.
Select a Todo item for details to be displayed and the details for the other responses will be hidden.

To better understand the information found in the Todo details, select an option below.

Export

Export button - Allows the club to export all the Todo items that are filtered on screen into an Excel Spreadsheet (.xlsx) or a comma separated value CSV file(.csv).

To Export Todo Items

Apply filters if applicable before exporting, otherwise all Todo items will be exported based on defaulted filters.
Select Export button, found on the top right just above the Todo Items.
Select Excel Spreadsheet(.xlsx) or CSV File(.csv) and the export will begin immediately.
Once the export is completed, open downloaded file.

The following fields of information will be exported

Created at, Updated at, Assigned User, Recipient Name, Location, Email, Department, Response and Score.

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. ?

Color, Name of member, Club name, Department name

Color represent the score.
- Red = Detractor - Score of 0 - 6
- Grey = Passive - Score of 7 - 8
- Turquoise = Promoter - Score of 9 - 10
Member and Club name are displayed for all responses to Relational and Department surveys.
Building icon and Department name only appear after the Member and Club name if member responded to a Department survey.

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 someone responded to the survey. Measured in hours, days or months ago.
Interactions
Found under the respondent's image (if available), the number indicates how many times the club has attempted to follow up with this response. Select History to see the interaction details.
More Details on History
History will display information for an individual in a timeline with the most recent date on top. Beside the date of response, the following icons could display. Response info Member score - number in colored square. Club name and Department if applicable. Comments(optional) entered by respondent. Notes (paper icon) Notes entered by staff from the Activity > Responses section using Actions > Add Note feature. Staff name that entered the notes. Methods of communication will be displayed for interactions. Call - Phone icon Talk - Chat bubble icon Email - Envelope icon Notes staff entered during follow up. Staff name that followed up with response. Failed in red text will be displayed under the icon if it was a failed attempt.

View or Assign User to Todo Item

Unassigned/Assigned user name

Assign user or view current user name that has been assigned for the Todo Item.

To assign a Todo item if it is currently Unassigned

Select Unassigned located just below the name of the selected member.
Select user name from the list.
Or type in first or last name of user and select name from results.

Once a user has been assigned the Todo item, it cannot be switched back to Unassigned, a new user will have to be assigned.

There is no communication to notify the staff member that they have been assigned a todo item once a Todo Item has been assigned.

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).

Example: They said "I love the spa", the word spa should be changed from negative to positive.

For more details see Manage 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.

Follow Up Process

Follow ups can be recorded using one of three methods: Call, Talk, or Email. These records are maintained for internal and future reference.

The reason for the Todo list is to get active feedback from respondents. We encourage speaking to the respondent directly before communicating with email.

Reminder an Anonymous response could display instead of a name because Static surveys can be responded to anonymously.

To Follow Up with a Todo Item

Select Method of Contact.
Contact the respondent.
Enter notes.
Indicate whether it was a failed or successful attempt.

Failed Attempt Example:

Unable to reach respondent and the follow up is not completed.

Select the method of contact Call / Talk / Email.
Contact did not respond and the follow up was not completed successfully.
Notes: Add quick notes about what was discussed.
Select Failed Attempt
- Todo item will remain in the Todo Section.

Successful Attempt Example:

Talked to respondent on the phone and the follow up was completed.

Select the method of contact Call / Talk / Email.
Contact responded back and the follow up was completed successfully.
Notes: Add quick notes about what was discussed.
Select Successful Attempt
- Todo item will be removed from the Todo section.

Methods of Contact

Call

Use the Call method when the respondent is contacted by phone.

Select the Call button.
Contact respondent by phone.
- Phone number(s) will display for relational and department survey responses.
Notes: type in any communication with respondent.
- This information will be stored in the History section as an Interaction.
Select Failed Attempt or Successful Attempt.
- ?Failed Attempt: an unsuccessful interaction with the respondent, the response 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 respondent will automatically drop off the Todo list and be considered a "drop-out". The number of failed attempts depend on what the club set in the Settings > Closed loop - Automated Drop-outs.
- Successful Attempt: a successful interaction with the respondent will remove them from the Todo list.

Talk

Use the Talk method when the respondent is communicated with in person.

1. Select Talk.
2. Talk to respondent.
3. Notes: type in any communication with respondent.

This information will be stored in the History section as an Interaction.

4. Select Failed Attempt or Successful Attempt.

Failed Attempt: an unsuccessful interaction with the respondent, the response 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 respondent will automatically drop off the Todo list and be considered a "drop-out". The number of failed attempts depend on what the club set in the Settings > Closed loop - Automated Drop-outs.
Successful Attempt: a successful interaction with the respondent will remove them from the Todo list.

Email Communication is usually reserved as the last method of communication as it is not direct contact with the respondent.

If the Email button is missing, it is because the response was from a Static survey and providing an email address is optional.

Select the Email button and a new window will be displayed with two options.

Send email within MemberInsight.
- To: Populated with recipient's email address(es), this cannot be edited.
- From name: Default pulled from Branding tab, can be switched to Location or set on this page to manually change from name.
- History: Select History to view history details for this respondent.
- Subject: Type subject for email
- Add me (email for admin logged in) to CC/BCC Toggle.
  - On - Email address for admin logged in will be automatically added and sent a copy of the email.
    - Email addresses can be replaced by entering any valid email address.
  - Off – An email will not be copied to an administrator.
- Content Editor: Enter message to be sent to recipient.
- Select Send Email.
  - Administrator will be asked: Would you like to close the Todo item?
    - Select Yes to close the item.
    - Select No to keep the response on the Todo list.
  - The email will be sent, and body of message will be added io the response History.
Send email externally through a third-party email program (Example: Outlook).
- Scroll down to Emailing this customer outside of Insight NPS? section and select the unique bcc email address link
  - The BCC email address will be added to the BCC field of the external email program.
  - Note: each club will have their own unique BCC link, do not use the one in the image.
  - If the external email program is not configured, copy and paste the email addresses into the email fields manually.
- Compose and send email.

When sending the email externally keep in mind what happens when the BCC email address is included or removed.

Include unique BCC email address
Staff wants to communicate with respondent by email as the last communication attempt to drop Todo item from the Todo List.

The Todo item will automatically be flagged as a Successful Attempt and will 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.

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.

Remove unique BCC email address
Staff wants to communicate with respondent by email as the first or second method of communication without removing Todo item from the Todo List.

The Todo item will remain on the Todo list.

The message in the email will NOT be recorded in the History section.

Staff could manually add messages from email as a failed attempt by borrowing the Call or Talk methods of contact to have the interaction added into the History section.

View Completed Todo Items

Once a Todo item is completed, either successfully or marked as dropped out, it will no longer appear in the Todo section.

There are three ways to find and view the responses or interaction history.

Option 1 - Responses Tab - Search Recipient Name

Use this option to see details for an individual while viewing all responses.

From the main navigation, select Activity > Responses
Select the conversation bubble icon beside Search Comments.
Select Search Recipients.
Type in name of recipient.
Select Go!.
Find name from search results.
Select History button to view details.

Option 2 - Reports

Use this option to view responses while accessing one of the following reports:

Insights > NPS
Insights > NPS Breakdown
Insights > Response Tag Groups
Insights > Loyalty Shift
Insights > Follow Ups
Insights > Drop-Outs

To View Responses Using Reports

From the main navigation, select Insights
Select one of the Reports.
Change filters for time frame, survey type, location and department.
Select Responses bar at the bottom of the page.
Select name from Responses section.
Select History button to view details.

Option 3 - People

Use this option to view responses while looking up people that have been added to MemberInsight.

From the main Navigation, select People > Search.
Use the Search box to enter name.
Select Go!.
Select name from search results.
Select History button to view details.