When analyzing your survey data, reviewing member comments should be part of your analysis. Member comments can help fill in the gaps and provide meaningful insights that compliment your KPIs. In this article, we will identify which reports to use when analyzing member comments.
Member Experience Improvement Plan
The member experience improvement plan is a great report to use when analyzing member comments because it lists out all member comments in one document. When you populate this report, it automatically exports a document that summarizes your scores by experience and lists out all of the member comments for that experience.
If we review the comments for the consumer loan experience, for example, we will first see the comments that relate to the net promoter question - What is the most important reason for your [NPS] score? The comments are sorted by NPS score to make analysis a little easier. You will find comments from promoters (members that gave a 9 or 10 NPS), comments from passives (members that gave a 7 or 8 NPS), and comments from detractors (members that gave an NPS of 6 or below). The idea is that promoters are likely to share more positive comments and detractors are likely to share more negative comments. Depending on what you are looking for, this can help streamline your analysis.
If you continue scrolling through the document, next you will find comments that relate to the member effort question - What's one thing we could have done to make this experience easier for you? This question is typically only asked of members that gave a MES of 5 or below so the comments are sorted based on the score given beginning with 5 and ending with 1.
Lastly, there is an other section that includes the remainder of the comments provided on the survey, once again sorted based on net promoter scores.
Below all the comments, this document also includes an improvement plan section that allows you to notate improvement ideas based on your members' feedback. You can also prioritize your ideas and identify which stage each idea is currently in - monitoring, act, complete, or inform members. This can be a helpful exercise to reflect on your members' comments, identify trends, and determine ways to improve your members' experience.
Surveys and Comments
Another report that is helpful when analyzing member comments is the surveys and comments report. This report provides a list of all completed surveys for the selected timeframe, allowing you to review the scores and comments on each completed survey individually if you click the survey number on the far left (circled below).
However, if you'd prefer to see all the comments at once, you can use the export option. The export option (circled below) will export out all data, comments, demographic information and more associated with the surveys listed on the report.
Once you click 'Export' you will be given the option to download the excel document that contains the exported data. Once in the excel document, you will scroll to the right until you find the columns labeled 'Net Promoter Score(R) Comments', 'Comments', and 'Other Responses - What would make it easier for you to do business with the credit union?' This is where you can find all the member comments to review in one place.
Comment Sentiment Analysis
The last report that is beneficial when analyzing member comments is the comment sentiment analysis report. This report automates some of the analysis for you by categorizing member comments by sentiment (positive, negative, mixed, or neutral) and shows you trends in sentiment based on member comments.
You can learn more about how to utilize this report to analyze member comments with our Comment Sentiment Analysis Video Tutorial.
This report is only available with select survey packages. If you'd like to learn how you can gain access to this report, please contact your client success manager.
