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Introduction to MemberInsight

About > Introduction to MemberInsight

MemberInsight is a customer satisfaction program designed to collect feedback through email surveys. The platform is based on the Net Promoter Score (NPS) — a widely recognized metric for measuring customer loyalty and overall satisfaction.

Members and guests can be eligible for a survey if they had a transaction, reservation or visit to a club.

Depending on who, what and when a survey should be sent, Club's can choose to configure one of Four survey types using MemberInsight, 

  • Presets / Relational
  • Departmental
  • Custom
  • Static

Understanding the differences between survey types is essential before configuring a survey, as each type has specific features, requirements, and use cases. For more details, see Type of Surveys.

Adding NPS and Custom Questions to the Survey

How NPS Works

The NPS is a valuable metric for growing both revenue and profits. Research suggests that higher NPS scores indicate more loyal customers, which leads to more revenue and higher profits.

 

Examples of NPS Survey Questions That Can Be Configured:


 How likely are you to recommend the club to others?

  • To get NPS score for club as a whole. Used in Preset / Relational, Custom and Static survey types.

 
Based on your recent visit, how likely are you to recommend Main Dining Room to another member?

  • To get NPS Score for a specific area at the club. Used in Department survey types.

 

The NPS Question is setup up as a number scale question type that ranges from 0 (not at all likely) to 0 (extremely likely).
 
The responses are classified into 3 response types.
  • Promoters (9–10): Highly satisfied members who are likely to recommend the club.
  • Passives (7–8): Neutral members with average satisfaction.
  • Detractors (0–6): Members who may have had a less positive experience and could benefit from follow up.
How is NPS Calculated


 

NPS is determined using the following formula:


Percentage of Promoters – Percentage of Detractors = NPS Score

  • Highest NPS score = 100
  • Lowest NPS score = - 100

Example : A club sent out a survey and received 10 total responses. The breakdown of responses is:

  • Promoters (scores 9–10): 8 members (80% of promoters)
  • Passives (scores 7–8): 2 members 
  • ?Detractors (scores 0–6): 0 members (0% of Detractors) 

Calculating the NPS Score

NPS score = Percentage of Promoters – Percentage of Detractors
NPS score = 80% – 0% = 80

Adding Custom Questions to Surveys
Using MemberInsight (MI), clubs can go beyond the core NPS question by adding custom questions.

This allows the custom questions to be included alongside the standard NPS question, helping clubs gather more targeted feedback—such as opinions on facilities, service quality, or upcoming programs—and make more informed, proactive decisions based on member insights.
 
Additional questions can be created using the Questionnaire Builder. For more details see  Building Questionnaires.
  
Remember after the questionnaire is created, it must be enabled in a survey. For more details see Configure Surveys > 1 Survey Design section.
When a survey is sent it can be configured in one of 3 ways. 
  1. NPS Question Only
  2. NPS Question and Custom Questions (Questionnaires)
  3. Custom Questions (Questionnaires) Only 
    • This setup can only be used with the Custom and Static Survey types
For more details on how to set these up, see Configure Surveys > 1 Survey Design.

How Recipients Receive the Survey

NPS Question Only
The NPS question is always enabled for Presets / Relational and Department survey types. 

It can be disabled when using the Custom and Static survey types.

Member Experience: 

  1. Member receives survey as an email.

  2. Select score from NPS question.

  3. Option to change score and enter comments. 

    • Note: Static survey types will be anonymous unless the name and email fields are updated. 

  4. Select Send Feedback button to submit response.

  5. On screen Thank you message. "Thanks for your feedback". This thank you message cannot be edited.

  6. Automated thank you email will be sent to member. 

  7. The subject line and body for this email can be customized. For more details, see Closed Loop - Process Settings for each response type.

Staff can be setup to receive email notifications or login to MemberInsight at anytime to view responses. For more details, see Users - Digest Opt-In or Immediate Notifications.

NPS Question and Custom Questions (Questionnaires)
This can be setup with all four survey types when the NPS question is enabled and custom questions have been added to the survey.

The NPS question will always be asked first before starting the custom questions. 

 

Member Experience:
  1. Member receives survey as an email.
  2. Select score from NPS question.
  3. Option to change score and enter comments. 
    • Note: Static survey types will be anonymous unless the name and email fields are updated. 
  4. Select Next button to start custom questions that have been created from the Questionnaire section
  5. Answer custom questions.
  6. Select Complete button. Label for button, can be customized using the Questionnaire Builder.
  7. On screen Thank you message displays. Thank you message, can be customized using the Questionnaire Builder.
  8. Automated thank you email will be sent to member. 

Staff can be setup to receive email notifications or login to MemberInsight at anytime to view responses. For details, see Users - Digest Opt-In or Immediate Notifications.

Custom Questions (Questionnaires) Only
When using a Custom or Static survey type, there is the option to disable the NPS question.

 

Member Experience:
  1. Member receives survey as an email.
  2. Survey Message and description will display.
  3. Select Next button to start custom questions.
  4. Note: Static survey types will be anonymous unless the name and email fields are updated. 
  5. Answer custom questions.
  6. Select Complete button. Label for button, can be customized using the Questionnaire Builder.
  7. On screen Thank you message displays. Thank you message, can be customized using the Questionnaire Builder.
  8. Automated thank you email will be sent to member. 

Staff can be setup to receive email notifications or login to MemberInsight at anytime to view responses. For details, see Users - Digest Opt-In or Immediate Notifications.