Accessing Reports

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 options 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.

The NPS and Loyalty Shift reports have additional filter options that can be added. 
For example: Add Tags Group Filter, Add Age Groups Filter, Add Genders Filter etc...

When Relational & Depts or Department Surveys is selected as the Type of Survey, by default, the report will display data for all departments that the Club has set up from Jonas Club Management (JCM) or Encore.

Determine which department data should be displayed

1. Select All Departments and drop-down will show all departments created from back-office.
2. Select department(s) and data will update for report.

For the NPS and Loyalty Shift reports, the Department Filter must be added using the additional filter options.

1. Select Add Departments Filter button and a field will be added on the right.
2. By default, All Departments will be selected.
3. Select the field and a drop-down will display departments created.
4. Select the checkbox(es) beside the department(s) and the report will recalculate.
5. When more than one department is selected, the Compare button can be used.
   • Select Compare button and it will change to Comparing. The line graph will display each department in a different color in the line graph found under the chart section.
   • Select Comparing button and it will change to Compare. It will go back to displaying one line in the chart.
   • Only one filter can be compared at a time. 
6. Select the x beside the filter to remove the department filter.

The NPS and Loyalty Shift reports have additional filter options that can be added. 
Tag Groups, Age Groups, Genders, Departments etc...

To Add Additional Filters 

1. Select the button for the filter and a field will be added on the right.
2. By default, all options for that filter will be selected.
3. Select the field and a drop-down will display options.
4. Select the checkbox(es) that are applicable beside the option and the report will recalculate.
5. When more than one option is selected for a filter, the Compare button can be used.
   • Select Compare button and it will change to Comparing. Each option selected will display in a different color in the line graph found under the chart section.
   • Select Comparing button and it will change to Compare. It will go back to displaying one line in the chart.
   • Only one filter can be compared at a time. 
6. Select the x beside the filter to remove the filter(s).

The Chart section displays data in a line graph. Response Tag Groups will be labelled Graph instead of Chart and display a bar graph. Email Surveys Breakdown will be labelled Breakdown instead of Chart and display a pie chart. Select arrow pointing down on rectangle icon to Download chart as image. Select the Chart bar to show or hide the details. Hover over a specific date on the graph and the score on that date will display. Select a data point on the graph and only responses for that date which will display in the Responses section.  Select the same date and it will reset to show the full date range in the Responses section.

The Details section displays data in a table. The columns of information will vary depending on the report.  The Details section will not be available in the following reports. Sends and Responses Response Percentages Email Surveys Breakdown Select arrow pointing down on rectangle icon Download CSV to download the report into a CSV file. Select the Details bar to show or hide the table. Select a cell of data from the table and only responses for the selection will be displayed in the Responses section.

The Responses section displays the following information in a table: Name, Score, Tag Groups, Comment and Date. The Responses horizontal bar is replaced with Recipients for the following reports: Sends and Responses Response Percentages Email Surveys Breakdown Select arrow pointing down on rectangle icon Download CSV to download the responses into a CSV file. Select the Responses bar to show or hide the table details. Select any row to view details for a specific response. This will display the same Response details that can be accessed from Activity > Responses. Name, Member Photo, Department, Score, Comments and when they responded. Click to view will only appear for Department survey responses to see date and time a member visited the club. History - view past responses, notes and interactions. Items that can be updated from this Responses section. Actions Add Todo only for responses that were not in the closed loop process. Add Note option to add a note and have it saved in History section. Tags - Option to change response tags (positive, neutral or negative) Add Tag - Option to add tag that was not pulled automatically from comments.

The Recipients section displays the following information in a table: the Recipient, Email, Survey Name, Division, Sub-Division, Location, Department, Sent and Responded. The information is for viewing purposes only, selecting a row will not display additional information.  ?The Recipients bar is only found in the following reports: Sends and Responses Response Percentages Email Surveys Breakdown Select the Recipients bar to show or hide the details. Select arrow pointing down on rectangle icon Download CSV to download the recipient data into a CSV file.

NPS: This report shows trends in the clubs NPS score, time frame, survey, demographics, etc.

This report has three sections: Chart, Detail and Responses.

• Chart
  • Line graph shows the direction the NPS score is shifting.
• Detail
  • Table displays Score, Percentage Detractors, Percentage Passives and Percentage Promoters.
    • Select one of the cells in the table to display the corresponding responses in the Responses section.
• Responses
  • Table displays: Name, Score, Tag Groups Comment and Date.
  • To see full response details.
    1. Select response from table.
    2. Select History to see timeline of previous score and comments.
    3. Optional - Select tag to make changes if applicable. 

NPS Breakdown: This report shows the breakdown of the club's responses amongst promoters, passives and detractors.

The report has three sections: Chart, Detail and Responses.

• Chart
  • Line graph shows the direction the NPS score is shifting.
• Detail
  • Table displays Score, Percentage Detractors, Percentage Passives and Percentage Promoters.
    • Select one of the cells in the table to display the corresponding responses in the Responses section.
• Responses
  • Table displays: Name, Score, Tag Groups Comment and Date.
  • To see full response details.
    1. Select response from table.
    2. Select History to see timeline of previous score and comments.
    3. Optional - Select tag to make changes if applicable. 

Response Tag Groups: This report displays the number of positive, negative and neutral mentions for each tag group.

This report has three sections: Graph, Detail and Responses.

• Graph
  • Bar graph displays the number of mentions (Positive, Negative or Neutral) for the respective Tag Groups.
  • Hover over an individual bars on the graph to display number of mentions.
  • Select individual bars and that information selected will be highlighted in the Details section and comments appear in the Responses section.
• Detail
  • Table displays: Tag Group, Total Mentions, Positive Mentions, Negative Mentions and Neutral Mentions.
  • This provides data on the number of mentions for each tag group.
  • Select one of the cells in the table to display the corresponding responses in the Responses section.
• Responses
  • Table displays: Name, Score, Tag Groups Comment and Date.
  • To see full response details and what tags were used.
    1. Select response from table.
    2. Select History to see timeline of previous score and comments.
    3. Optional - Select tag to make changes if applicable. 

Loyalty Shift: This report shows shifts in customer loyalty over time. By displaying which direction members are shifting, positive, neutral or negative.

This report has three sections: Chart, Detail and Responses.

• Chart
  • Line graph displays the direction the member loyalty is shifting
• Detail
  • Table displays the following 3 columns:
    • Conversion Type = 6 different conversion types.
      • Detractor > Promoter = +2 this is illustrated by the two arrows pointing up.
      • Passive > Detractor = -1 this is illustrated by the one arrow pointing down.
    • Conversions (how many occurred in each conversion type).
    • Loyalty Shift (Conversion type x Conversions)
      • Example:
        • If the Detractor to Promoter (+2) had 5 conversions, then the Loyalty Shift would be +10.
        • If the Passive to Detractor (-1) had 5 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
  • Table displays: Name, Score, Loyalty Shift, Tag Groups, Comment and Date.
  • The arrows in the Loyalty Shift column indicate which direction the member shifted compared to their previous score.?
  • To see full response details.
    1. Select response from table.
    2. Select History to see timeline of previous score and comments.
    3. Optional - Select tag to make changes if applicable. 

Sends and Responses: This report shows trends in the number of surveys sent and responses received.

This report has two sections: Chart and Recipients.

• Chart
  • Line Graph displays two lines; All Sends and All Responses.
• Recipients
  • Table displays: Recipient, Email, Survey Name, Chain, Division, Location, Department, Sent and Responded.
  • Selecting data in any row of this table does not display additional information, to see full response details including comments, please view the NPS report.

Response Percentages: This report shows trends in the percentage of surveys that receive a response.

This report has two sections: Chart and Recipients.

• Chart
  • Line Graph displays percentage of surveys that receive a response.
• Recipients
  • Table displays: Recipient, Email, Survey Name, Chain, Division, Location, Department, Sent and Responded.
  • Selecting data in any row of this table does not display additional information, to see full response details including comments, please view the NPS report.

Email Breakdown: This report shows the breakdown of email surveys delivered, opened, unsubscribed and bounced.

This report has two sections: Breakdown and Recipients.

• Breakdown
  • Pie graph is displayed with color coded legend- identifies whether emails have been Delivered, Opened, Unsubscribed, Bounced and Total.
  • Select a color from the legend or pie piece to display the respective recipients in the Recipients section.
• Recipients
  • Table Displays: Recipient, Email, Survey Name, Chain, Division, Location, Department, Sent and Responded.
  • Selecting data in any row of this table does not display additional information, to see full response details including comments, please view the NPS report.
  • It is recommended to export the Bounced list and contact those members to get updated email addresses that can then be updated in the club's Accounting System.

 

Follow Ups: This report shows trends in the percentage of surveys responses that have been followed up with.

This report has three sections: Chart, Detail and Responses.

• Chart
  • Line graph displays how well the follow ups are going based on a percentage.
• Detail
  • When the All Button is selected. 
    • Table displays: Entered Closed Loop Process, Total Assigned and Step 1 completed within 2 days, and Completed Step 1 Total. 
      • This shows the follow ups for the club.
  • When the User Button is selected.
    • Table displays: Name, Assigned to user, Step 1 completed within 2 days and Completed Step 1 Total.
      • This shows the follow ups for the club by user.
      • User Table - Select a cell in the table and the relevant responses will be displayed in the Responses section.
• Responses
  • Table displays: Name, Score, Tag Groups Comment and Date.
  • To see full response details.
    1. Select response from table.
    2. Select History to see timeline of previous score and comments.
    3. Optional - Select tag to make changes if applicable.

Drop-Outs: This report shows trends in the percentage of surveys responses that have been dropped out of the closed-loop process. In other words, dropped out from the Todo list.

The report has two sections: Chart and Responses.

• Chart
  • Line graph displays the number of responses that were dropped out.
• Responses
  • Table displays: Name, Score, Tag Groups Comment and Date.
  • To see full response details.
    1. Select response from table.
    2. Select History to see when the response was dropped out along with any notes that may have been added.
    3. Optional - Select tag to make changes if applicable.

Questionnaire Results: This shows questionnaire performance statistics filtered by selected date range and locations.

When a questionnaire is built within MemberInsight the number of sent and responses can be viewed in this Questionnaire Results.

The top section will have a filter to select time frame to search for results and option to search for questionnaires by name. After the filters are applied there will be a summary for the following items.

• # of questionnaires
• # of responses in total
• # of responses in period

A table will display with the following columns: Questionnaire, Included as part of Survey, Sent, Reponses %, Last Response and View Responses.

• To see answers to questions, select the Responses button. This goes to the Questionnaire Responses page to view the details with the option to Export the information. Or select the Questionnaire Responses report directly.

Questionnaire Responses: This is where the responses of a questionnaire can be viewed and exported.

The number of responses for a selected Questionnaire will be displayed. Use the following filters to change results that are displayed.

• Time Frame: Select date range to display data.
• Questionnaire: Select questionnaire to view responses, this will show all results, even if the questionnaire has been added to multiple surveys. 
• Survey name: select specific survey the questionnaire was added to.

The table will always display the following columns: First name, Last name, Email address, Location, Response Date, Response, Score (provided only NPS survey) and Survey Name. Additional columns will display as the questions created from the questionnaire.

Questionnaires created with the original builder.
To view additional columns, scroll down and slide horizontal scroll bar to the right or select the Export CSV button to export the responses into a csv file.

Questionnaires created with the NEW Questionnaire Builder 

When a questionnaire is created with the NEW Questionnaire builder the table of information has different options. 

To Manage Table Information from New Questionnaire Builder

• Search box - enter text to search. To refine the search, enter additional search criteria in the search box found in each column heading.
• Show # entries - select an option to determine how many responses to display at once on the page.
• To view additional columns, scroll down and slide horizontal scroll bar to the right or select the Export CSV button to export the responses into a csv file.
  • Once the CSV has been 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 created from the questionnaire.

Column options

• Move Column - Click and drag icon with arrows pointing in 4 directions to change column position.
  • This column position change is only valid while on this questionnaire. Once the questionnaire is changed the filters will be reset.
• Move to Detail - Moves the data found in the column to be displayed in an individual response detail section.
  • This can be accessed by selecting the 3 dots found in the first column of each row.
  • To show the data in the table again, select the Show as Column button. 
• Hide Column - Eye icon with strikethrough.
  • Use this to hide a column of data and the Show Column filter will appear.
  • Select a field from the Show Column drop-down list and the column will reappear in the table. 
• Ascending - Select the arrow pointing up icon to sort column information in ascending order.
• Descending - Select the arrow pointing down icon to sort column information in descending order.
• Search - Enter text to search each column. Criteria can be entered in more than one column. 
• Expand Column Width - Select the right border of a column and slide to the right, this will expand the column width to see complete data.