Course progress and additional readings
Course lessons · 8 of 8
You will make: A follow-up list, ready to send, with the reason each person is on it.
Read the analysis, build a follow-up list, and send it through Sopact or your association’s own email tool. The insight ends in an action, in tools your team already uses.
How does follow-up support retention?
In short: a follow-up shows members that their answer was read, and the record lets you start a renewal conversation from what they said instead of from a generic reminder.
Before you talk to a member about renewing, open their record and read what they said in the last survey, at the last event and in any comment. Your AMS knows who renewed. The record shows the reasons people gave. Use it only where your permissions allow.
This lesson does not promise that follow-up raises renewals. It gives you a loop you can repeat and a record to check it against: the second wave shows whether members’ answers changed.
What are the steps?
- Read the analysis, with the comments behind each finding.
- Build a follow-up list of the people you want to contact.
- Send the follow-up through Sopact or your association’s own email tool.
What goes on a follow-up list?
In short: the person, and the reason from the analysis that put them there. Without the reason, the message is generic.
| Who (invented) | Reason from the analysis | Follow-up (invented) |
|---|---|---|
| Members in a chapter whose satisfaction changed | Comments cite the same cause | A short note and a question |
| Attendees who left a detailed comment | They gave specific reasons | A thank-you and a follow-up call offer |
| Chapter leads for the chapters that changed | Their members’ comments point to a cause | Share what members said and ask what they see |
If a chapter lead sends the follow-up, give them a folder with only their members, as in the last lesson, so they receive what they need for that purpose and nothing more.
Which email tool should send it?
In short: either one. Send it through Sopact or through the association’s own email tool, whichever your team already uses.
The follow-up is most likely to get done if it fits how your team already works. Choose the tool your team uses today.
How do you close the loop?
Send the same short survey again later, as in lesson 4. Because both waves sit on each member’s record, you can see whether the follow-up changed anything.
- AttendeesEveryone on the event list
- Survey outA short question on their record
- ResponsesAnswers and comments arrive
- InsightRead it, follow up, ask again
The same Contact ID runs through every step, so each wave lands on the same member record.
What does a finished follow-up look like?
Illustrative example · invented names and numbers, not a real client
From the analysis, the membership lead sees which chapters’ satisfaction changed. She builds a follow-up list of the members she wants to contact and sends it through Sopact or the association’s own email tool.
Where does Sopact help?
Sopact Sense keeps the analysis, the comments behind it and the member record in one place, so the follow-up list comes from the same record you read. People decide who to contact and what to say; AI summarizes and cites the comments.
What’s next. Reports for each member or each chapter in bulk, segments pushed back to your AMS, and direct AMS connections are what’s next. They are not part of this course today. For now, follow-ups go out as a list, through Sopact or your own email tool.
Put it into practice
How do you build your first follow-up list?
Take the results from one survey. For each finding you trust, list the people it points to, the reason from the comments, and the one thing you will say. Decide who sends it and when you will ask the same question again.
What do you have at the end of the course?
A question brief, your member list in one place, a connected record for each member, a survey that lands on that record, reviewed comment analysis, a report, a tested pilot and now a follow-up list. You can explain what to collect, how to analyze it, who sees what and what happens next. That is a usable plan for the next conversation with your board, chapters or technology team.
Bring the results from one survey and the tool you send email from.
Common questions about follow-up
Can I send a report to every member or chapter at once? Not yet. Bulk reports for each member or chapter are what’s next.
Do results go back to our AMS automatically? Not yet. Segments pushed back to the AMS and direct AMS connections are what’s next.
Who decides who gets contacted? People do. AI summarizes and cites the comments, and you decide.