The Monthly Standard Operation Procedure below is a guide to help track your progress and identify improvement areas. It also helps you to share the praise to your colleagues. You can use it right off or set your own procedure based on it.
1. Open the Reports tab inside Loopon.
2. Select the search Last Month.
3. Select the report Management Overview.
4. Check current scores, which departments are under their Goals and/or have a negative trend to see your development. Compare to last month/months back in time
5. Click Text Report and click Deselect all.
6. Enable the follow-up questions for departments with low score/negative trend/unfulfilled goals.
7. Click Download (Excel) or Print (PDF) as you prefer.
8. Look through comments together with the department managers and make an action plan.
+ Identify/connect text feedback issues to specific days/dates/week:
9. in the dropdown menu with Special/Common Reports, scroll down to the section Questionnaire and choose the area/question you want to look into.
10. Choose search Last Month/Last 3 Months and Time Resolution: Weekly or Daily.
11. Check table to see which day/week the score has gone down to easier identify the reason (examples: construction on site, events, less staff, new staff etc).
+ Identifying positive mentions about your staff:
9. Select the search Last Month.
10. Click Text Report and click Deselect all.
11. Enable the question Have any particular staff members made a positive impression on you and how?
12. Click Download (Excel) or Print (PDF) as you prefer, inform staff about compliments.
+ Check Feedback Management Key Values
(management response time, and % responses to NPS groups)
9. Select the search Last Month
10. Select the report Goal Achievement (Individual Venues)
11. Check (at least) Activity, Average days to close issues and % Promoter/Passive/Detractor replies