Capturing feedback from your members with MemberView surveys is a great way to monitor the member experience and to stay proactive in managing and improving that experience. This likely includes data analysis, identifying trends in the data and comments, and pushing forward changes to improve the member experience. Another key piece in improving their experience, is coaching your staff based on the members' feedback so they can improve and provide better service to your members.
MemberXP has a coaching tool available within the Entire Team Detail report that makes coaching just a little easier for your managers. This tool automatically compiles all the survey data for a specific employee and displays it in a way that's easy to read. This tool also has space to add notes, develop an action plan, and signature lines to formally acknowledge all that was discussed during the coaching session.
This tool can be accessed by running the Entire Team Detail report for your desired timeframe. Once you run this report, you can see the coaching tool button in gray indicating that it is inactive.
If you have coach level access (only have access to your team), you can simply use the 'Filter by Employee' to select the employee you wish to coach and the coaching tool button will turn orange indicating that it is now active. If you have executive access (can see data for all teams), you will need to use the 'Filter by Branch Coach' to select a team, and then use the 'Filter by employee' to select the employee you wish to coach to activate the coaching tool.
When ready, click the 'Display Coaching Tool (HTML)' button to download the coaching tool for the selected employee. Once downloaded, you will find best practices for preparing for the coaching session, conducting the coaching session, and following up on the coaching session. This information may be especially helpful to those who are new to coaching their staff or need some best practices to help them lead an effective coaching session.
As you scroll down, you will find a summary of the scores for the selected employee and any comments that members left regarding the employee's service.
Lastly, you will find a coaching session planning tool that can be used to guide you through the coaching session with the employee present. This portion of the document has room for notes so you can notate and discuss areas of strength, areas the employee has shown improvement, and areas that may need improvement. There is also a section for an action plan to be developed if needed and an area for signatures.
The MemberView coaching tool is a great way to streamline the coaching process and ensure it is consistent across all teams. It's also easy to use and effective in leading meaningful conversations with your staff. Coaching your staff is another way you can capitalize on your survey data and use it to improve staff performance and service provided to members.
