Member Login
        

Reports - Report Types

Click on the name of a report to view more details.

NPS Score
Displays NPS score trend.
  • Chart: Line graph shows the direction the NPS score is shifting
  • Detail: Table displays Score, Percentage Detractors, Percentage Passives, Percentage Promoters
    • Clicking on one of the percentage numbers will display the corresponding responses in the Responses section
  • Responses: displays Recipient, Score, Tag Groups, Comment, Date
    • Clicking on a response will provide details
Response Tag Groups
Displays the positive, negative and neutral mentions.
  • Chart: Bar graph displays the type of mentions for the respective Tag Groups
    • Hover over an individual bar on the graph will provide the number of mentions
    • Click on an individual bar to display responses that had those tags
  • Detail: Table displays , Tag Group, Total Mentions, Positive Mentions, Negative Mentions and Neutral Mentions
    • Click on one of the cells in the table, will display the corresponding responses in the Responses section
  • Responses: Displays - Recipient, Score, Tag Groups Comment, Date
    1. Click Responses to see details
    2. Click History button for further info
    3. Option to reassign tags if applicable
    4. Click Go Back to see all responses 
Loyalty Shift
Displays which direction members are shifting, positive, neutral or negative.
  • Chart: Line graph displays the direction the member loyalty is shifting
  • Detail: Table lists the 6 different conversion types; Conversions (how many occurred in each conversion type) and Loyalty Shift(Conversion type x Conversions)
    • Detractor to Promoter = +2 this is illustrated by the two arrows pointing up
    • Passive to Detractor = -1 this is illustrated by the one arrow pointing down
    • Example:
      • if the club had 5 Detractor to Promoter(+2) conversions then the Loyalty Shift would be +10
      • if the club had 5 Passive to Detractor(-1) conversions then the Loyalty Shift would be -5
    • Total = sum of positive minus sum of negative conversions
    • The higher the score, the better, and it should be a positive number
Responses: Displays - Recipient, Score, Loyalty Shift, Tag Groups, Comment, Date
  • Click Responses bar at the bottom of the screen to view names of recipient and the Loyalty shift indicated by the arrows to see which direction they shifted compared to their previous score.
Follow Ups
Can break down the number of follow ups for the club and by user.
  • Chart: Line graph displays how well the follow ups are going based on a percentage
  • Detail:
    • All - Table displays Entered Closed Loop Process, Total Assigned, Step 1 completed within 2 days, Completed Step 1 Total when the All Button is selected
    • User - Click on User button to show table will all staff names
      • Table displays Name, Assigned to user, Step 1 completed within 2 days, Completed Step 1 Total
      • Click on a staff name to see the Responses they assisted with in the Responses section
  • Responses: Displays - Recipient, Score, Tag Groups Comment, Date
    1. Click Responses bar at the bottom of the screen
    2. Click on Response
    3. Click History button
Drop Outs
 Will indicate responses that did not complete the Closed Loop process, in other words dropped out from the Todo list.
  • Chart: Line graph displays the number of responses that were dropped out
    • Hover on line to view date and number of drop outs
    • Click on line to pull up responses for that date
Responses: Displays - Recipient, Score,Tag Groups, Comment, Date
  1. Click Responses bar at the bottom of the screen which will list member information
  2. Click on a Response
  3. Click History to see when the response was dropped out along with any notes that may have been added
Email Breakdown
Email Breakdown: breaks down email delivery
  • Chart: Pie graph is displayed with color coded legend- identifies whether emails have been Delieverd, Opened, Unsubscirbed, Bounced and Total
    • Clicking on the color coded legend or pie piece will display the respective recipients in the Recipients section
  • Recipients: Displays - Recipient, Email, Division, Sub-Division, Location, Deparment, Sent, Responded
    • It is recommend to export the Bounced list and contact those members to get updated email address that can then be updated in the club's Accounting System
 
Sends and Responses
View when a survey was sent and if there was a response, view the date that the member responded.
  • Chart: Line Graph displays two lines, All Sends and All Responses
    • Hover on line to view date and number of sends or responses
    • Click on line to pull up recipient information for that date
  • Recipients: Displays - Recipient, Email, Division, Sub-Division, Location, Deparment, Sent, Responded
    • The recipients section is not clickable; to see if the member left any comments, please view the NPS Score Report
Survey Question - Results
Displays a table with the following columns: Question Set, Included as part of Survey, Sent, Responses, Response Rate %.
  • In order to see the responses the Question Set needs to be exported, click Export CSV
  • Once the CSV has exported, we recommend saving the file with a corresponding name for the question set or changing the tab name in the worksheet
  • The following columns will always be included in the CSV file: First name, Last name, Email address, Location, Response Date, Response, Score. Additional columns will be based on the questions that were set up in the Question Set
  • The heading column will contain the full question