Closed Loop

An automated email can be sent after a member submits a survey response. This should be configured for all score types (Detractor, Passive, Promoter) before sending the first survey in the case that the follow up process for that type is toggled ON.

For further customization, the emails can also be customized for a specific survey.

To configure Automated Emails: 

1. Select a score type (the happy, neutral or sad face) to open its follow-up settings.

2. Select Send an Automated Email to configure the automated email.

3. Specify when the email should be sent using the Time since response is received setting.

   • To send the email immediately after the survey is submitted, set this value to 0.

4. Use the Location Specific Content tab to define emails for specific departments.

5. Use the Survey Specific Content tab to customize emails for individual survey types.

6. Enter the email subject and create the email content using the built-in editor.

7. Select Send Preview to send an email internally among the club staff and review the email before it goes live.

This feature allows responses to be automatically added to the To-Do list, enabling staff to take timely action and follow up with members efficiently.

Managing Detractor Responses and Closed Loop Process

Enable the Add to the closed loop To-Do list option to automatically add responses with a score of 1–5 (detractor scores) to the To-Do list for timely staff follow-up.

1. Select the Add to the closed loop todo list, to configure the closed loop process. 

2. By default, Time since response is received is set to 0 hours, which adds the response to the To-Do list immediately after submission.

3. This time setting can be adjusted if needed (e.g., hours, days, weeks).

Recommended: Keep the default at 0 hours to ensure prompt attention to members who provide detractor scores and feedback.
 

Managing Passive/Promoter Responses and Closed Loop Process

By default, the Closed Loop process for Passive and Promoter responses is disabled. Follow-up steps can be added manually or through configuration.

To enable automated follow-up for members with passive or promoter scores:

1. Select the Add Step button at the left end of the footer.

2. Select Add to Closed Loop Todo List to add this step.

3. ?Configure the settings as needed.

Manual Follow-Up (Optional):

Even when Closed Loop is not enabled/added, Passive and Promoter responses can be manually added to the To-Do list for individual member responses:

1. Navigate to Activity from the main menu navigation and select the Responses section.

2. Select Add Todo next to the desired response.

3. ?The response will be added to the Todo list for follow up, enabling to get more clarity by following up on that user feedback.

A follow-up survey can be sent to the member after a successful contact attempt by staff.

This helps assess whether the member’s perception has improved since their initial feedback.

The survey includes the same NPS question, that was initially sent.
Ideally, the member provides a higher score, helping the club measure improvement. If the score remains the same or decreases, further follow-up may be needed.

• Time since step 1 is completed, following a successful attempt to contact the recipient is typically set to 21 days by default.
   

• This timing can be adjusted by changing the value and selecting a different unit (hours, days, or weeks).
   

• While this step is part of the default process, it can be removed by selecting the Cancel (X) button next to it during configuration.

1. On the Closed Loop Settings page, scroll down to the Auto-Assign section.
2. Use the first search box to select a Location. If only one location exists, select that location.
3. Under the selected location, use the Search for user dropdown to find and select a staff/user that was created, under the user settings, for more information see Users.
4. Once selected, the selected staff/user will appear on the left.
5. Drag the staff/user into the dotted line box beside the appropriate department.
6. This assigns the staff/user responsibility for follow-ups on survey responses and To-Do list items related to that department.

Some Key Points:

• A staff user can be assigned to multiple departments.
• Multiple staff users can be assigned to the same department.
• Tasks will be automatically distributed (e.g., 50/50 if two staff users are assigned).
• If a department has no assigned staff users, To-Do items are routed to staff users listed under the fallback section titled:
  • Responses for Relational, Event, and One-Off Surveys (the first field on the right) - If the fallback section is also unassigned, To-Do items remain unassigned and must be managed manually.

• The system checks the associated department for each survey response.
• If staff users are assigned to that department, the resulting To-Do items are automatically assigned to those users.
• If multiple staff users are assigned to the same department, tasks are evenly distributed among them.
• Clubs also have the option to configure digest emails for staffs/users, providing a summary of activity within their department. This will be covered in detail under the Users section.

1. Navigate to Activity and select the To-Do option from the main navigation.
2. On the right, use the Assigned User dropdown to filter assignments:
3. Select All Assignments to view all To-Do items along with the assigned staff users.
4. Select a specific staff user name to view only the items assigned to that user.

• Off (Red): Staff users cannot manually remove assigned members
• On (Turquoise): Staff users can manually remove members via a Drop-Out button. 

Recommended Setting: OFF

• Off (Red): The to-do Items remain until a successful follow-up.
• On (Turquoise): The to-do Items are removed after a set number of failed attempts.

Recommended Setting: ON

Automated drop-out after how many interaction attempts: 

• Appears only when Automated Drop-Outs are enabled.
• Enter the number of failed attempts before automatic removal.

Recommended setting: 3

Example: If a staff member makes three unsuccessful follow up attempts (as tracked in MemberInsight), the item is automatically removed from the Todo list.