What s Inside: MemberView Report User Guide: Page MemberXP (Permission to reprint for internal training only.) Rev.8.17

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2 What s Inside: Logging In... 2 Updating your Profile... 3 Dashboard... 4 Question types... 6 Generating Reports... 7 Entire Team Summary Entire Team Detail Surveys and Comments Scorecard Custom Questions Member Experience Improvement Plan Saves, Opportunities, and Social Media...23 Using filters MemberView Report User Guide: Page 1

3 LOGGING IN With MemberView, it s easy to access individual surveys online. All you need is the username and password you ve been given by your program administrator to get started. Go to Click on the LOGIN link in the upper right hand corner. Enter your USERNAME and PASSWORD. Click the LOGIN button. MemberView Report User Guide: Page 2

4 UPDATING YOUR PROFILE After logging in, you will be taken to the Dashboard. If this is your first time visiting the site, click on the down arrow beside your name to edit your profile. Click on the link that says, Edit Profile to update your password and add/review your address. MemberView Report User Guide: Page 3

5 DASHBOARD Provides a snapshot of the previous month s results including trending by score type See the results for each employee and team for the previous month. MemberView Report User Guide: Page 4

6 Compare YTD results to goals for all experiences or selected experiences. MemberView Report User Guide: Page 5

7 QUESTION TYPES Total Experience Score Scale of 1-5 Includes the average of all Individual Performer, Process and Overall Experience question responses. Each question response is given a corresponding value with 1 for the most negative and 5 for the most positive. The score is calculated by taking the average of each response given. Promoter Score Scale of -100% to 100% Question regarding the likelihood the member will recommend the credit union to someone. Response options 0-10 with 0 being very unlikely and 10 being very likely. Members giving a 0-6 are considered Detractors, 7-8 are considered Passives and 9-10 are considered Promoters. The score is calculated by taking the % of Promoters less the % of Detractors. Member Effort Score Scale of 1-7 Question regarding the actual effort it took the member to complete the experience. Each question response is given a corresponding value with 1 being the lowest and 7 being the highest. The higher number, the easier it was for the member to do business with the credit union. Member Effort Gap Scale of -6 to 6 The score is calculated by taking the difference between the Member Effort Score and the score the member gave to the expected effort question. A positive score means the member put forth less effort than expected. A negative score means it was harder to do business with the credit union than expected. Individual Performer Score Scale of 1-5 Includes the average of all Origination, Processing, Closing and Follow-Up question responses. Each question response is given a corresponding value with 1 being the lowest and 5 being the highest. The score is calculated by taking the average of each response given. MemberView Report User Guide: Page 6

8 GENERATING REPORTS Select Run a Report to access the report generator. Report generator appears. MemberView Report User Guide: Page 7

9 Choose the report option you would like to display. Entire Team Summary provides a high level view of the results. Entire Team Detail breaks down the results by Coach Team. Use this report to drill down to the results by employee and to access the Coaching Tool. Surveys and Comments includes a list of all surveys. Use this report to quickly review surveys or to access the details of an individual survey. Scorecard provides trend data by score type at the overall credit union level as well as by coach team and by employee. Custom Questions provides a graphical view of the Marketing questions (if applicable for your credit union). Member Experience Improvement Plan provides a consolidated view of the comments provided by members. This document helps to facilitate analysis of the feedback being captured to help improve the member experience. Saves, Opportunities, and Social Media provides a way for you to track your responses to dissatisfied members or those who request a follow up to their survey. You can also track sales lead fulfillment, member social shares, and member testimonial permissions. MemberView Report User Guide: Page 8

10 Choose which date range you would like to use to generate reports. You can look at a single month, a specific date range, predefined date ranges or all dates. Your historical data is always available in MemberView. The default Delivery Channel and Event Experience filters will allow you to view all data for all experiences. If desired, select the Delivery Channel(s) and Event Experience(s) filters to only view the delivery channel or experience you would like to see. Click on the Run Report button. MemberView Report User Guide: Page 9

11 ENTIRE TEAM SUMMARY This report will display the combined results for all experiences selected as well as a breakdown by experience type. Combined scores for all experiences for the date range selected. Scores for specific experience. Select to view the Surveys and Comments report for this experience. Select to view the Peer Score Analysis Report for this experience. Select to view the scores by question for this experience. MemberView Report User Guide: Page 10

12 View when Expand all Questions link is selected allows you to see which questions make up each score type: To view the entire question, hover over the link for that question. MemberView Report User Guide: Page 11

13 ENTIRE TEAM DETAIL This report will display a summary by Coach Team of the combined results for all experiences selected as well as a breakdown by experience type. Drill down further to view results by employee and even deeper to view surveys for an individual employee. The Coaching tool is accessed by using on this report. Each report will allow you to view the experience results by question type. For executives, data can be filtered by region (if applicable) as well as by coach team. For coaches, the report will be populated with all responses for the employees assigned to their team for the selected time frame. To drill down to review the detail for a specific employee, select the employee from the Filter by Employee drop down menu and click Display Data. Only employees assigned to the coach with surveys for the selected time frame will be displayed in the drop down menu. MemberView Report User Guide: Page 12

14 This report will give you a list of all surveys for the selected employee. Select to generate a Coaching Tool for the employee for the selected time frame. Click on the link to view the entire comment. Click on the Survey ID link to see the member s name and address. MemberView Report User Guide: Page 13

15 SURVEYS AND COMMENTS This report will display a list of all surveys for the selected time frame. Use this report to quickly sort by the overall score, promoter score, account type, or other column. You will be able to access the individual survey detail from this report as well. Click on column header to sort by that column. Hover over comment field to see entire comment. Click on the Survey Number to view the individual survey details. MemberView Report User Guide: Page 14

16 Individual survey detail view (accessed by clicking the Survey Number) MemberView Report User Guide: Page 15

17 Scroll to the bottom of the survey response to see member demographics and contact request information (if applicable). Click on Download to launch a word document to save the survey response for further use. Click on Add a Note to open a text box. This will allow you to add a new note to the survey. Select Save Note when complete. Your note will be visible to everyone that has access to view the survey. Only the person that created the note will be able to edit or remove the note. MemberView Report User Guide: Page 16

18 If you want to quickly review a specific survey number, while on the Surveys and Comments report, enter that number in the Search by Survey Number field and hit enter. A new report will be generated with just that survey and you can click the Survey Number link to review the survey details. For users that would like to create offline reports with the survey data, an option to Export Report to Excel is at the bottom of the report. MemberView Report User Guide: Page 17

19 The export will include a row for each survey submitted based on the parameters selected and include a column for each question and the corresponding member and employee data. This will allow you to easily perform any additional cross tabs or quickly view the survey details by question. MemberView Report User Guide: Page 18

20 SCORECARD This report will display the trend data by score type. Select tab to review each score type Coaches will be able to add the results for their employees to the charts to quickly see their scores by month. Select employee(s) by checking the box by the name and click Display Data. MemberView Report User Guide: Page 19

21 The updated report will include selected employees: MemberView Report User Guide: Page 20

22 CUSTOM QUESTIONS This report provides a graphical view of the Marketing questions (if applicable for your credit union). MemberView Report User Guide: Page 21

23 MEMBER EXPERIENCE IMPROVEMENT PLAN This report provides a consolidated view of the comments given by members. A word document will be launched when the report is selected and will include a score summary by experience type along with all comments organized by scores given by the members. MemberView Report User Guide: Page 22

24 SAVES, OPPORTUNITIES, AND SOCIAL MEDIA With the MemberView Saves, Opportunities, Social Media report, you can track your responses to dissatisfied members or those who request a follow up to their survey. You can also track sales lead fulfillment, member social shares, and member testimonial permissions. My Saves Tab: MemberView Report User Guide: Page 23

25 1. Select the My Saves Tab to view a list of dissatisfied members. 2. The gauges at the top of the screen show you the status of each dissatisfied member response. You ll also see the average number of business days it takes your team to respond. You can set a custom goal for the average number of days you d like to take to respond. 3. You can filter the report by a. Status Open, In Progress, or Resolved b. Aging c. Promoter Status Detractor, Passive, or Both d. Coaches (Users with Executive level access will see all coaches. Users with Coach level access will only see members assigned to them.) 4. Survey Number. Click on this link to view the entire survey. 5. Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header. 6. Member Name. 7. Member . This is the address provided by the member. If it is not populated, the member has not provided an address within the survey. You can still discover the address by clicking on the survey number in the first column and looking at the survey header. This will show the address to which the survey was sent. 8. Member Phone. This is the phone number provided by the member. If it is not populated, the member has not provided a phone number within the survey. 9. Coach and Branch or Department. This column indicates where the member interaction occurred. Coaches will see all interactions that occurred in their branch or department. 10. Promoter Designation. This column shows Passives (those who give a score of 7 or 8 out of 10) or Detractors (Those who give a score of 0 through 6 out of 10) 11. Member Effort Score. This column is populated with a score when the member gives a score below a 6 out of Overall Satisfaction Score. This column is populated with a score when the member gives a score below a 4 out of Member Follow-up Request. When Yes appears in this column, the member has specifically requested a follow-up contact. 14. Status. This column indicates whether your team s response to the member is open, in progress or resolved. By click on the change status link in this column, you can change the status. 15. Aging Alert. This column indicates how many business days the alert has been open. 16. Notes. A pencil icon appears in this column is a user has left a note about the follow-up. To view the complete survey and the notes or to add a note, click on the survey number in the first column. MemberView Report User Guide: Page 24

26 My Opportunities Tab: MemberView Report User Guide: Page 25

27 1. Select the My Opportunities Tab to view a list of members who have requested more information about a credit union produce or service. 2. The gauges at the top of the screen show you the status of each response. You ll also see the average number of business days it takes your team to respond. You can set a custom goal for the average number of days you d like to take to respond. 3. You can filter the report by Status New Lead, Fulfilled, or Won Aging Coaches (Users with Executive level access will see all coaches. Users with Coach level access will only see members assigned to them.) 4. Survey Number. Click on this link to view the entire survey. 5. Flag Column. A flag in this column indicates that even though the member has requested more information on a product or service, they have also given a low score on their survey. 6. Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header. 7. Member Name. This is the name provided by the member within the survey. If it is not populated, the meber has not provided their name within the survey. You can still discover the member s name by clicking on the number in the first column and looking at the survey header. This will show the name of the member to whom the survey was sent. 8. Member . This is the address provided by the member. If it is not populated, the member has not provided an address within the survey. You can still discover the address by clicking on the survey number in the first column and looking at the survey header. This will show the address to which the survey was sent. 9. Member Phone. This is the phone number provided by the member. If it is not populated, the member has not provided a phone number within the survey. 10. Coach and Branch or Department. This column indicates where the member interaction occurred. Coaches will see all interactions that occurred in their branch or department. 11. Products. This column shows the specific product(s) or service(s) for which the member requested more information. You can populate this column by creating your own custom upsell question. 12. Status. This column indicates whether your team s response to the member is open, fulfilled or won. By clicking on the change status link in this column, a user can track progress toward winning. 13. Aging Alert. This column indicates how many days the alert has been open. 14. Notes. A pencil icon appears in this column if a user has left a note about the follow-up. To view the complete survey with the notes or to add a note, click on the survey number in the first column. MemberView Report User Guide: Page 26

28 Social Media Tab: MemberView Report User Guide: Page 27

29 1. Select the Social Media Tab to view a list of social shares. 2. The gauges at the top of the screen show you the number of shares for the time period you ve selected and the median Promoter score of all sharers. 3. A chart shows you the number of shares by social platform. 4. You can filter the report by a. Social Platform b. Promoter Status Promoter, Passive or Detractor c. Coaches (Users with Executive level access will see all coaches. Users with Coach level access will only see members assigned to them.) 5. Survey Number. Click on this link to view the entire survey. 6. Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header. 7. Member Name. 8. Member Experience. This shows the type of member experience survey that the member received. 10. Coach and Branch or Department. This column indicates where the member interaction occurred. Coaches will see all interactions that occurred in their branch or department. 11. Promoter Designation. This column shows Promoters (those who give a score of 9 or 10 out of 10), Passives (those who give a score of 7 or 8 out of 10), or Detractors (Those who give a score of 0 through 6 out of 10). Many credit union only give the social sharing option on their surveys to Promoters. 12. Social Platform. This column shows the social platform the member used for sharing. 13. Notes. A pencil icon appears in this column is a user has left a note about the share such as a follow-up or comment on the share. To view the complete survey and the notes or to add a note, click on the survey number in the first column. MemberView Report User Guide: Page 28

30 Testimonial Permissions Tab: 1 USING 2 FILTERS MemberView Report User Guide: Page 29

31 1. Select the Testimonial Permissions Tab to view a list of testimonial permissions. 2. The gauges at the top of the report show you the number of testimonials you have available for use as well as the number you re using and have retired. 3. You can filter the report by share status. 4. Survey Number. Click on this link to view the entire survey. 5. Date of Survey. This is the date the member completed the survey, not the date the member interaction took place. To find out the date of the interaction, click on the survey number in the first column and look at the survey header. 6. Member Name. 7. Member Experience. This shows the type of member experience survey that the member received. 9. Promoter Designation. This column shows Promoters (those who give a score of 9 or 10 out of 10), Passives (those who give a score of 7 or 8 out of 10), or Detractors (Those who give a score of 0 through 6 out of 10). Many credit unions only give the testimonial option on their surveys to Promoters. 10. Permission to Use Name. Some credit unions give members the option to share a testimonial with or without their name. This column indicates whether the member has given permission to use his/her name. 11. Status. This shows whether a testimonial is Unused, Shared, or Retired. You can change the status of a testimonial by clicking Change Status in this column. 12. Date Shared. When you move a testimonial from Unused to Shared in the Status column, this column populates with the share date. 13. Notes. A pencil icon appears in this column is a user has left a note about the testimonial such as a follow-up or comment on the testimonial. To view the complete survey and the notes or to add a note, click on the survey number in the first column. MemberView Report User Guide: Page 30

32 USING FILTERS Each report can be regenerated with updated filters. Click on Adjust Data Filters to view the available filters. Select desired filters by checking or unchecking the boxes and then click on Apply Filters and a new report will be generated with these parameters. MemberView Report User Guide: Page 31