Dashboard

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

Determine which time frame of data should be displayed. 

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

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

Determine which type of survey results should be displayed. 

1. Select this filter to view the different survey types
   • All Survey Types
   • Relational Survey
   • Static Surveys
   • Relational and Depts
   • Department Surveys
   • Custom Surveys 
2. Select type of survey
3. If the Department survey type option is selected, a second filter would appear. 
   • Select this filter to view all departments that the Club has set up from Jonas Club Management (JCM) or Encore
   • By Default All Departments will be selected or Select one department from the dropdown.

There are 5 tabs: NPS, Drop-outs, Follow ups, Loyalty Shift and Responses but the Responses tab is always hidden.

• Select the 1/4 tab that is shown to the right of the Loyalty Shift tab and the Responses tab will display, while the NPS tab will be hidden. 

• Select the 1/4 tab that is shown to the left of Drop-outs tab and the NPS tab will display, while the Responses tab will be hidden again.

Each tab title will display either a number or percentage to represent the statistic.

• Hover over the tab to display how the information was calculated for the respective sections.

• NPS - Current NPS score (% Promoters - % Detractors = Net Promoter Score) based on the filters.

• Drop-Outs - Percentage of recipients that were "dropped" off the Todo list (i.e. after 3 failed attempts).

• Follow Ups - Percentage of successful follow ups from Todo list.

• Loyalty Shift - Shows direction member is shifting (positive or negative) by comparing previous score, click on the question mark for more info.

• Responses - Shows number of responses based on the filters.

Once a tab is selected the following information will be found under the tab. 

• Reminder, the data found in each tab will be calculated based on the dashboard filters applied.

• The data can be refined if the type of survey and or department is selected, it can also be redirect to the full report for the tab selected.

Buttons Available 

• View Report - Redirects to the full report for the tab selected.

• Export CSV - A comma separated value (csv) file will download immediately with the data presented in the table. 

• Show more detail - Adds columns to the table to show how the number or percentage found in the tab was calculated.

• Question Mark - Only displays when the Loyalty Shift tab is selected and explains how the Loyalty shift is calculated.

 

Table

The Table starts with the data for all surveys based on the filters defined on the dashboard. This is indicated with the Club name displayed.

• Select the club's name and the table now displays 4 rows.

  • Each row represents the 4 survey department types and statistics.

• Select Relational, Custom or Static Surveys twice and it will redirect to the full report for the tab selected.

• Select Departments twice and it will replace the survey types with the department names and statistics.

  • Select a department name twice and it will redirect to the full report for the tab selected.

• Select Club name at top of table to reset data at any time.

By default, it will provide the overall NPS score for all clubs based on the filters defined on the dashboard. Clubs could edit the filters to calculate a different benchmark.

The benchmark score is generated by several different businesses across various countries, regions and sectors. A region or sector can only be selected when looking at a specific country. Depending on the available data, a benchmark may not be available for certain criteria.

Benchmark Filter Options

• All Countries: Lists countries to choose from, more than one country can be selected.

• All Regions: Lists province or states, more than one can be selected.

• Select Show More... to see additional filter options.

• All Categories: Private, Public, Semi-Private, more than one can be selected.

• All Types: City Club, Country Club, Golf Club, Racquet Club, Retirement Home, Ski Club, Sports Club, Yacht Club.

• All Membership Sizes: 0-250, 251-500, 501-1000, 1001-2500, 2501 and over

• All Annual Dues: $0-$2000, $2001-$5000, $5001-$10000, $10001+

As soon as a filter is changed the score will recalculate. 

• If the filters apply does not have relevant data, this message will display below the filters "There is not enough data available to generate a benchmark or to ensure anonymity. Try changing the filters to get a new benchmark."

  • Change the filters or select the Clear Filter option to reset and start over.

After the filers have been applied from the Benchmark box, it will be applied to calculate the average survey response rate for sites matching these filters. This average can be found by going to the bottom of the Dashboard page and selecting the question mark in one of the Survey Response Rates boxes (Initial Surveys, Follow up or Reminder).

Star Performer: Display the top 3 user names with the most interactions on the todo list in the filtered time frame.

The star performer feature will only appear on the Dashboard if multiple Users are creating interactions within member responses.

This is a quick way to see which tag groups are being mentioned in a positive, neutral or negative way based on the comments that have been collected from NPS surveys.

Table with 2 columns will be displayed. 

1. Tag Group column will list all the Tag Groups created.
2. Mentions column will have a bar graph to indicate the number of tags that have been assigned as a positive(turquoise), neutral(gray) or negative(red) mention.
   • Hover over the colored bar to see how many mentions there are for positive, neutral or negative
   • Mentions are the number of times a tag is used within the response. It is possible to have more mentions than responses if a tag is used more than once in the same response.

Select Tag Group or bar graph under Mentions column to view responses for that Tag Group - This will open the Response Tags Group report.

1. From the report, scroll down and select Responses bar to view the comments.
2. Select response from table to see response details.
3. Select tag to make changes if applicable. 

This section will help the club identify an area at the club that requires attention because it has the most negative mentions. By focusing on these negative responses, the club can identify what changes can be made to quickly win the members and improve the NPS score.

The Quick Win box displays the following based on the filters selected on the dashboard.

• Tag Group name that has the most negative mentions 

• Number of negative, neutral and positive mentions 

• View Responses link - will redirect to the Activity > Responses page to view the comments. Reminder tags can be re-assigned at any time if necessary. 

The change shows the tag groups where member opinion has changed the most during the selected period.

The Where are the largest changes? box displays the following based on the filters selected on the dashboard.

• Tag Group column will list the top 3 Tag Groups that had the most positive/negative change will be displayed.
• Change column will display a positive or negative number.
  • Hover over number to see comparison of the number of mentions from the previous period. 
• Question mark icon - Displays tooltip to explain how the change is calculated.

Select Tag Group or number under Change column to view responses for that Tag Group - This will open the Activity > Responses page to view the comments. Reminder tags can be re-assigned at any time if necessary. For details see Manage Response Tags. 

How the change is calculated

The change is calculated by looking at the number of positive mentions minus the number of negative mentions for each tag group in a given period, e.g. last 30 days. It then compares that figure against the number of mentions in the previous period. So, if you selected the last 30 days it would compare this against the30 days prior to that (from 60 days ago to 30 days ago).

 

The Survey Response Rates section can display the percentage of users that responded to an initial survey, reminder survey and follow up survey in its respective box. The Initial Surveys box will always display but the reminder and follow up boxes will only display if enabled. 

• Initial Survey box will always be displayed.
• Follow Up box will only display if Send a follow up survey is enabled from the Settings > Closed Loop > Detractors process settings section. 
• Reminder box will only display if Enable Survey Reminder has been enabled from the Settings > Limits > Expiration and reminders section.

Each box will display:

• Name of Response Rate
• Response Rate %
• How rate was calculated: number of responses / number of surveys sent 

Reminder, the rates will be calculated based on the dashboard filters applied.

In addition to benchmarking the NPS score, survey response rates can now be benchmarked against other sites. This will allow clubs to compare how responses are doing compared to other clubs with similar criteria set up using Benchmark filters.

To view Benchmark

1. Select the question mark button beside one of the three response rates, and a Benchmark pop up will display the average response rate for sites matching the benchmark filters selected.
2. The rates for the Benchmark will change based on the Benchmark filters. 

How to set Benchmark Filters 

1. Select Insights.
2. Select Dashboard.
3. In the Benchmark box (top right), select Show More... to show all filters to be applied.
4. Select a filter and choose criteria from drop-down menu.
   • More than one criterion can be selected from a filter.
   • To remove the criterion, select X beside it.
   • To start over, select Clear Filters.
5. Scroll down to Survey Response Rates section at bottom of page and select the question mark button to see the average rate.