Response Tags

Account Settings > MemberInsight Settings > Response Tags

When a response is completed for a NPS survey and comments are provided, the words in the comments will be recognized as tags. These tags when setup correctly with tag groups can generate data (word analytics) to provide areas of improvement based on these words.

The tag groups can only be configured after comments have been entered in responses, which means most clubs will use this feature a few weeks after sending their first survey.

After the Tag groups are setup, the tags must be reviewed to ensure the words are flagged correctly as a positive, neutral or negative meaning to generate accurate data. The statistics will be available on the dashboard and in the Response Tag Groups report.

There are 3 sections related to working with response tags.

Setting up Tag Groups
Manage Response Tags
Tag Groups Stats

Section One: Setting Up Tag Groups

This is where Tag Groups can be created and managed. Only accounts set up with the Admin user role will have access to manage response tag groups, response tags and ignored tags.

To Manage Response Tag Groups:

From the main navigation, select Gear icon (Settings).
Select Tags in the second level navigation.
Select one of the sections below for more information on each of the available tabs.

Response Tags Tab - Assign tags to a tag group.

Response Tag Groups Tab - To view and create new Tag Groups.

Ignored Response Tags Tab - Manage Ignored tags

Response Tags Tab

By default, the Tags table under the Response Tags tab will be empty until a user submits a response to an NPS survey and enters a comment. Words entered in the comment box are recognized as tags.

To Use Response Tags:

At least one Response Tag Group must be created.
Each tag can only be assigned to one tag group or can be ignored.
Tags that are not useful for word analytics can be ignored.
To generate statistics from the tags collected in comments, the tags must be added to a tag group.
The assignment of tags to tag groups can be changed at any time.

This task is typically completed a few weeks after the first NPS survey has been launched. This screen is separated into two columns:

Tags on the left.
- By default, will be empty, until a response is completed for a NPS survey and comments were entered by the recipient.
- Once surveys are sent, tags(words) found in survey comments will be added to the list.
- Tags that have a tag icon beside the x, indicate that they have already been assigned to a Tag Group. Hover over the tag to see which Tag Group the tag belongs to.
Tag Groups on the right.
- By default, will be empty unless a group was created from the Response Tag Groups tab.
- Tag group will display, administrators can manually assigned Tags at any time.

To Assign a Tag to a Tag Group:

From the main navigation, select Gear icon (Settings).
Select Tags in the second level navigation.
Select Response Tags tab.
Tags column, select a tag(word), drag and drop tag to dotted box beside Tag group.
- Multiple tags can be selected and assigned to a tag group at once.
  - Simply select multiple tags and then drag and drop all the tags to the correct tag group.
- If the tag is added to wrong tag group, select tag(word) from Tag groups column, drag and drop tag to correct tag group.
- If wrong tag was assigned. select x beside tag in the dotted line box to remove it from a tag group.
- Reminder each tag can only be assigned to one Tag Group.

To Ignore Tags:

If there are any tags(words) in the Tags column, that will never be used in any of the tag groups created. The tag can be added to the Ignored list.

Select Gear icon (Settings).
Select Tags in the second level navigation.
Select Response Tags tab.
Tags column, select x beside a tag(word)
- Multiple tags can be ignored at the same time
  - Simply select multiple tags and then select x beside one of the tags.
Ignore Tags confirmation will display.
- Cancel - Tag(s) will remain in the Tags column.
- Yes, ignore it! - Tag(s) will be removed from all the responses and added to the 'Ignored tags' list.
- If a tag was ignored in error, it can be restored from the Ignored Response Tags tab.

Response Tag Groups Tab

This is where tag groups can be added and managed. By default, this section will be empty.

Administrators can add or delete groups at any time. The Tag Groups can help identify areas of improvement based on positive, neutral and negative mentions that come from the tags(words) found in the comments.

To Add a Tag Group:

From the main navigation, select Gear icon (Settings).
Select Tags in the second level navigation.
Select Response Tag Groups tab.
Select Add Group button.
Group Name: Enter name for group (Food and Beverage, Golf, Staff, etc...)
Select Add button.
New group will be added to table.
It can take about 5 to 10 minutes for group to display in the Response Tags tab.

Managing a Tag Group :

The Response Tag Group tab will display all Tag groups created and indicate number of tags(words) that have been assigned.

The name of the group and tags assigned can be removed at any time.

This allows the club to see what tags(words) have been assigned to the Tag Group, remove Tags or Delete the Tag Group.

From the main navigation, select Gear icon (Settings).
Select Tags in the second level navigation.
Select Response Tag Groups tab.
List of existing Tag Groups with number of tags assigned will be displayed.
Select name of Tag Group to see which tags have been assigned.
- Name: Option to edit name of group.
- Tags: View words that have been assigned, select x beside the word to remove word from group
- Select Save to recognize changes.
- Select Delete to remove the entire group. After a group is deleted, tags from the deleted group will still be available to be added to another group or ignored.

Ignored Response Tags Tab

Ignored tags are words that do not belong to any Tag Groups. This is where ignored tags can be managed. By default, this section will not have any tags. After administrators ignore tags from the Response Tags tab, the list will display all ignored tags.

To Restore an Ignored Tag:

When a tag has been ignored in error they can be restored and added to a tag group.

From the main navigation, select Gear icon (Settings).
Select Tags in the second level navigation.
Select Ignored Response Tags tab.
Select tag.
Select Delete button.
- Tag is now removed from ignored list and added back to Response Tags tab, ready to be assigned to a tag group.

To Manually Add Tags to Ignore List:

If there are words that have yet to be found in any comments, but the club wants to make sure these words are always ignored, it can be added manually.

Select Add New Tag button
Tag name: Enter tag(word)
Select Add, the tag is now added to ignore list.
Note: if this tag is ever restored, it will not appear in the Response Tags, Tag column.

Section Two: Manage Response Tags

Once members start to respond to NPS surveys, the words in their comments will become Tags. The tags will appear below the member comments and color coded to match the score provided. Response tags are used to generate data to further identify areas of improvement.

To properly utilize the Tags, staff can read the comments and manually reassign the tags to have a positive, neutral or negative meaning. Sometimes there could be positive comments even though a detractor score was provided.

To Manage Tags:

There are 3 areas to access the comments entered from a NPS survey and manually re-assign the tags as a positive, neutral or negative mention.

Responses - Select Activity > Responses
Todo - Select Activity > Todo
Reports - Select Insights > NPS or NPS Breakdown report
1. Scroll down and select Responses bar - to display all responses.
2. Select response from table to re-assign tags.

Information from Response

When viewing a response there are many details, in this section we will only discuss what is relevant to managing the response tags.
Score: NPS score - Number displayed in colored square 0-6 = Red, 7-8 = Gray, 9-10 = Turquoise Comments: Could be empty or populated with additional feedback Response Tags (keywords): Tags/keywords from comments will be displayed with a tag icon. By default the system will try to assign it with the correct background color with white text. Red = Negative, Gray = Neutral, Turquoise = positive Each tag can be re-assigned to match the content found in the comments.
Tag Groups: Tag group(s) will be displayed with tag icon. It will have a white background and colored text that matches the score. 0-6 = Red, 7-8 = Gray, 9-10 = Turquoise This will only display if a Tag Group was created and the respondent included tags(words) that have been assigned to a tag group. If a tag shouldn't be part of a tag group, it has to be changed from the Tags > Response Tags section.
?The data and results generated from the Response tags can be found on the Dash - How can I improve section or view under Report Types > Response Tag Groups section.

How to Change a Tag

By default, the system will try to assign tags with the correct mention. To ensure the tags provide the correct data in the reports, it is recommended that the comments are re-read and manually re-assigned with the correct mention (positive, neutral or negative).

Reminder: The comment and tags can be changed from the Responses, Todo and Reports sections.

How to Change a Tag

Read the comment and re-assign the word(s) where applicable
Select Tag (keyword) to see drop down options
Select one of these options:
- Make Positive - Changes the tag to a positive mention and background color to Turquoise.
- Make Neutral - Changes the tag to a neutral mention and background color to Gray.
- Make Negative - Changes the tag to a positive mention and background color to Red.
- Filter by this tag - Searches for all responses that have that tag.
- Remove this tag - Removes the tag from the respondents response tag section.

How to Add a Tag Manually

Option to add a tag if the system did not create one based on the comments automatically or if it was removed in error, tags can be added manually.

How to Manually Add a Tag

?Select Add Tag.
Manually enter the tag(word).
Select Positive, Neutral or Negative.
Select Add - to save changes.
Select Cancel - to close add tag section

Section Three: Tag Groups Stats

To View Tag Group Stats:

Statistics generated from the response tags can be found from two sections.

Dashboard - How can I improve?

View how the different tag groups are performing and identify areas to improve.

Response Tag Groups report

View number of positive, neutral and negative mentions for each tag group