Coming July 26th! Multi Select Filters, Department Insights, Deeper Insights, Health Check

What's new?

  1. Multi Select Filters: We are making some changes to the way that you filter for data. Think unlimited because that is how many filters you will be able to apply when working with your data.
  2. Custom dashboards are going away and we have replaced them with Deeper Insights, custom reporting just for you and your department. Quickly see the scores for your department and a list of the surveys who gave you those scores.
  3. Deeper Insights is worth checking out to see your current Score Card and detailed NPS reporting.
  4. Health Check will let you see how often your team is logging in to use Medallia among other things.

Watch the video below and learn all about it. If you have questions, send an email to support@mxmetrics.com.

Major Update: Multi Select Filters and Department Insights

Two Updates and more on the way!

  1. We are making some changes to the way that you filter for data. Think unlimited because that is how many filters you will be able to apply when working with your data.
  2. Department Insights is custom reporting just for you. Quick see the scores for your department and a list of the surveys who gave you the scores.

Watch the video below and learn all about it.

Medallia Browser Support Update - August 1st

Update your browser to the latest version today!

Medallia has announced that they will no longer support older browser versions (for example, IE9) which means, you will need to make sure you are using the latest version of your browser.

After August 1st, as part of rebuilding our reporting application, we will introduce technology changes that will break functionality for users that are on IE9 or lower (older browser versions).

As of that date, we will support the following browsers:

  • Internet Explorer: IE10+
  • Chrome: Latest Version
  • FireFox: Latest Version
  • Safari: 6+

Announcing Health Check

Hi MXM'ers,

You may have noticed a new tab in the system called Health Check. You will find it under the "More" tab. This new tool will provide you with another level of accountability to ensure that your team is using MXM and MXM is working for you. Portions of this new tab are in beta so improvements will be ongoing. Check it out and stay tuned for more info on this new feature.

Thanks!

Alphabetizing Metrics & Nightly Push Reports

Hi MXM'ers,

As of April 15th, all metrics in the system will be listed in alphabetical order! I know some of you are saying FINALLY! This change will not impact any of your existing data. See the screenshot below for a quick visual. If you have any questions, let us know at support@mxmetrics.com.

Two exceptions: The overall satisfaction and the overall staff friendliness metrics will be the first item in those sections.

Lastly, you will notice in your nightly push report that all comments provided by the member will be included, not just the NPS comments.

Thanks!

Safe and Sound

The below announcement is taken from Medallia's blog. You may access the original post here.

As the writer and futurist Alvin Toffler once said, “Our technological powers increase, but the side effects and potential hazards also escalate.” Today, we are graced with digital enhancements that make our lives easier: ride-sharing apps, food delivery services, and voice-controlled AI at our fingertips. But just as technology is ever changing, so are the risks that come with it.

Our job as the Trust and Assurance team at Medallia is to constantly ask, “How do we ensure the highest level of trust with our customers?” Now more than ever, companies have high expectations when it comes to data security. Our job is to both stop threats as they emerge and to provide the greatest degree of security possible. While we are incredibly proud of our work to date, we refuse to settle when it comes to security.

Today, I’m thrilled to share that Medallia has taken a huge step in our journey to securely serve our customers by achieving ISO 27001certification and compliance to SSAE16 (SOC2 Type II), ISAE 3000 and HIPAA standards. Over the past year, a well-respected, independent third party audit firm has been reviewing and testing our program, and last week they certified that our work meets these standards. These certifications serve as a universal language for our global customer base and demonstrate our commitment to keeping all data safe and secure.

And, we are leading the way: we are the first enterprise SaaS company in CEM to achieve this security level, not just in our data centers but also across our software platform.

Building a best-in-class security program has always been embedded in our DNA at Medallia. Having a reputable third party regularly test and certify our security program affirms that we’re not just talking about security as a priority, but putting it into practice. And while these accomplishments are a huge step forward, our work is never done. As data requirements evolve and we continue to grow our presence in new industries and regions, we are committed to maintaining the highest security standards in the industry.

To learn more about our ISO 27001 certification and the work of our Trust and Assurance team, visit Medallia’s Trust page, or reach out to your Medallia account representative. Lastly, stay tuned for more exciting updates—this is just the beginning of our journey.

Q3 Score Card and Case Management

Q3 Score Card

The 2016 Q3 score card is currently showing and will only be available for download until December 31st. Questions?

  1. Select the MXM Score Card tab.
  2. Download the report in the format you desire.

Case Management

You can now access your Case Management data through a regular tab in the system. Simply click the tab and review your data. If you are not currently using Case Management, check out this video to learn how to get started.

New Medallia User Interface!

Dear Medallia Users,

Between October 17 and 27, 2016, Medallia will launch a new interface that is cleaner, more readable, and more engaging. The updates include:

●    Clear and compelling interface that highlights what matters, with new visualizations and enhancements such as detailed hover boxes for a quick view of related data points

●    Simplicity in connecting with your customer, with emotion-evoking designs that help you understand your customer’s sentiment quickly

●    Modern look and feel, with new color palettes, spacing, typeface, and responsive screens that adjust to your browser size so the solution is easier on your eyes

While the refreshed interface is crisper and more contemporary, these changes are aesthetic. Existing functionality and workflows will not change. The transition to the new interface will be seamless, and no training will be necessary. The update will take place automatically.

We’re excited about the improved interface! Please reach out if you have any feedback or questions.

Best,

MXM Team

Medallia Mobile App Update

Hi all,

We wanted to provide an update regarding the Mobile 2 iOS 10 notification issue. We have received confirmation that the updated version of the Medallia Mobile 2 app is now available in the Apple App Store, and this version will resolve the issue. 

Please note, affected users may have to completely uninstall and reinstall the app with the new version for notifications to work. Simply updating the app may not resolve the issue. Also, it is recommended that all users update to the new version of the Medallia Mobile 2 app. 

Apparently, the problem with the Apple App Store affected multiple software companies including Medallia. Sorry for any problems this issue may have caused.

Enjoy the weekend!

Medallia Mobile App Notification

Hi MXM'ers,

We are forwarding this notification from Medallia. 

Notifications in the Medallia mobile app are not working for Apple devices on iOS 10. A fix was submitted to the App Store today, and it will likely take a couple of days to be approved. 

  • Based on further research, it seems that on first login after installing the app, notifications work on iOS 10

  • If you logout and log back in, notifications stop working on iOS 10

  • We think that if you stayed logged in between upgrading from iOS 9 to iOS 10, you'll keep receiving notifications until you log out. This has not been validated yet.

While the full solution is pending, if anyone needs to demo on iOS 10, make sure you uninstall/reinstall the app, and login only once. If you logout for any reason, you will need to uninstall/reinstall to make notifications work again.

Sorry for the trouble. We expect a solution to be accomplished in just a few days.

[Attention Required] - Q3 Planned Maintenance

Hi MXM'ers,

To enhance system performance, Medallia has scheduled a quarterly maintenance window on August 19th between 6:00 PM and 12:00 AM Pacific Time.

During this maintenance window, Medallia reporting, the mobile app, and the API will not be available for users and invitations and alerts will be delayed until the maintenance is complete. Customers, however, will be able to complete surveys with no interruption, and the results will flow into the system once it is back online.

Please let us know if you have any questions!

Case Management Updates

Hi All,

Based on excellent feedback we have received after the launch of Case Management we are making a few updates to the Case Management Form and Case Management Reporting.

  • We have removed the option to select Medium as an urgency level. Your choices will now be High Urgency, Low Urgency and None. The reporting will reflect this change as well.

  • We have also removed the option of Suggestion Queue from the Action to Take drop down. This eliminates the duplication of tagging a survey as a suggestion. Lastly, we will migrate all surveys previously tagged suggestion queue to option: This Survey Includes Suggestion. 

If there are any questions regarding these changes please let our support team know. We are happy to help out.

Upcoming webinars

Hi MXM'ers,

This is Calen letting you know that Blair will be teaching 'The Four Habits of Exceptional Clubs' in two different webinars this month. Many of you heard this content when he presented it during the Club Industry webinar last month. If you want to listen in use the link below to get signed up. Let me know if you have any questions, support@mxmetrics.com, and I hope to see you on one of the webinars.

Goodbye to 'Tag this comment'

MXM'ers,

Yesterday you read that the manual tagging option is officially gone June 15th. It's true but we have provided you with Case Management to continue effectively organizing what you are learning from the members. Case Management also provides you with helpful categories with which to filter your data. 

The next major system enhancement is called Text Analytics. Text Analytics helps you focus on what matters most by quantifying the impact of unstructured feedback (comments). Use the link below to understand what this means for your club. It's a really exciting product and we can't wait to share it!

COMING Q3 2016!

 

The video below (it's the same one as yesterday) gives you a quick overview of how Case Management actually works and how to find your data.

Case Management and Text Analytics

MXM'ers,

If you have not started using Case Management you should start now. The manual tagging option will be eliminated June 15th. What does this mean?

  • The 'tag this comment' button will be gone!
  • Historical manual tags will be migrated into Case Management
  • Watch the video below to learn how to use Case Management and how to access the data.

What is Text Analytics? Text Analytics is automated tagging. This means all comments will automatically be tagged and organized. This system will be live sometime during Q3. I will follow up with more info tomorrow.

Now Live! Quick Start Surveys

Hi MXM'ers, Behind the scenes we are always working to improve our system. We have employed a new feature, called Quick Start, that is designed to boost survey responses. Read below for more information and if you have any questions just let us know. support@mxmetrics.com or 509-888-5636

Hi MXM'ers,

Behind the scenes we are always working to improve our system. We have employed a new feature, called Quick Start, that is designed to boost survey responses. Read below for more information and if you have any questions just let us know. support@mxmetrics.com or 509-888-5636

Written By: 
Jonathan Sockell at Medallia

When it comes to customer feedback programs, you’ll often hear people talk about closing the loop. But what about opening it? Getting survey responses is one of the biggest drivers of a successful feedback program. That might seem obvious, but it’s an aspect that’s often overlooked. Without reaching a certain volume of feedback, it’s difficult to make quality deductions about your business and formulate an adequate action plan.

Why aren’t people responding? If you’ve run a customer feedback program, you are probably familiar with two factors that drive the volume of feedback you receive:

1. The strength of the customer’s experience (either positive or negative)
2. The amount of friction (or pain) a customer goes through to submit a response

We know you’re focused on #1 — you strive to deliver great experiences to all your customers. At Medallia, we’re deeply focused on #2. We’ve streamlined the survey process so you can get enough direct customer feedback to execute effectively on #1.

To continue to reduce friction for your customers, we introduced Quick Start surveys, and we’ve seen them dramatically increase response rates. Quick Start surveys put the first question of a survey right in the body of the email invitation that’s sent to your customers. We really like them because the survey taker doesn’t have to find the survey link in the email body – the survey is just right there!

How Quick Start surveys work

Quick Start surveys display the first question in the email invitation, then redirect the respondent, once he or she has answered the first question, to the full survey.

*This is just an example and may or may not be the actual wording used for your clubs survey invite. 

*This is just an example and may or may not be the actual wording used for your clubs survey invite. 

Quick Start surveys work on mobile, tablet, and desktop, automatically rendering a survey optimized for the device type.

A quick, Quick Start case study

A major electronics retailer with locations around the globe recently launched Quick Start surveys. This led to:

● Over 60% increase in click-through rate from invitation to full survey
● Nearly 40% increase in survey response rate

By giving customers such easy access to the first question, this retailer has increased engagement. After all, who wants to just click a link? The retailer has removed the friction of traditional click-through using this more intuitive method. It’s important to note that, when the company A/B tested Quick Start against its primary method of placing survey links in the email body, it saw no statistically significant change in survey satisfaction scores.

Updated comment reporting

1. You asked and we did it! The member comments are now located above the survey scores.
2. The Specific Issues and Other Questions section is now colorized!
3. Once completed, the Case Management summary will appear right below the activity section. 
If you have any questions please let us know, support@mxmetrics.com.