The Criteria

The following parameters determine whether a survey appears on the Saves report in MemberView:

1.  A Promoter score below a “9.”
2. A Member Effort score below a “6.”
3. A Satisfaction score below a “4.”
4. A member requests a follow-up.

Why Those Threshholds?

Our users often ask why we use those specific criteria.  We’ve chosen them based on these 4 factors:

• There was a consensus of our users based on how they wanted to receive their alerts.  Most of our users are looking for top-two-box scores on experiences which is a good indicator that the member has had a good or great experience.
• Our research with the Filene Research Institute into Member Effort shows that anytime a member gives a score of 1 through 5 on member effort, they’ve probably experienced some difficulty in the process.  Those who leave a score of 5 or below on that question tend to give negative rather than positive open-ended feedback when they do leave comments.
• We also know from secondary research that if a member gives a “3” out of 5 on a survey they’ve had an undifferentiated experience at best and are at risk for attrition.  Again, members who leave a comment with a score of 3 tend to leave a more negative rather than a more positive comment.
• We wanted to create consistency for the Member Effort Score and the Satisfaction Score with the Net Promoter framework which dictates that anyone not giving the highest two scores appear on within the closed loop process.