Purge non-participating members

Purging non-participating members may be necessary for maintaining overall community health. For example, you may have members who are invited to participate in activities but never do.

Follow the workflow described in this topic to identify and purge non-participating members:

1. Use the Community Profile report to identify utilized non-participants.
2. Export the information for the utilized non-participants.
3. Use the information to create a new CSV file. In the new file, add a profile variable to use as a flag later when you distribute a Last Chance survey.
4. Build a Last Chance survey.
5. Distribute the Last Chance survey.
6. Filter members to identify the members who have not completed the Last Chance survey, and members who want to be removed from the community.
7. Purge the members that match the filter criteria.

Use the Community Profile report to identify unresponsive members

1. Click App Drawer and select Health Metrics > Community Profile.
   
2. Check the participation rate calculator settings and apply them.
   1. Click Edit Participation Requirements.

      The participation rate calculator settings are used to determine Utilized Non-Participants (members who are invited but do not participate). Generally, you can use the default settings, but if you want to exercise caution, change Number of months to 12.

      For more information, see Community metrics.

   2. Review the settings and change them if necessary, and then click Apply.
3. In the Community Profile report, under Non-Participants, select Utilized.

Export Utilized Non-Participants

1. Click the Overall Metrics chart to open the Export Members dialog.
   
2. Click Export.

Create a new CSV file and add a flag

1. Copy the member information and paste it into a new CSV file.
2. Delete all columns except E-mail.
3. Rename the E-mail column to Email.
4. Add a new column header.
   This will be the profile variable you use as a flag. Use a descriptive name like dec2024purge_survey so you can find it easily later.
5. Under the new column header, in each member row, type 1.
6. Save the CSV file.

Import the flag

1. Click the App Drawer and select Profile Variables.
   
2. Click Import and import the CSV file you created.
   You are notified when the import completes successfully, and the profile variable is added.

Build a Last Chance survey

1. Click the App Drawer and select Activities, and then click New Project.
   
2. Under Survey, click Create.
3. Name the survey, select the primary locale, and click Create.
4. Add a Single Choice question that asks participants whether they want to remain in the community.

   Example

   
5. Add a Survey Logic action to display a question to participants who answered Yes.

   Example

   
6. Inside the Survey Logic action you created in step 5, add a Single Choice question asking why the participants who answered Yes haven't been participating lately.

   Example

   
7. Add a Survey Logic action to display a question to participants who answered No.

   Example

   
8. Inside the Survey Logic action you created in step 7, add a Single Choice question asking why the participants who answered No are leaving.

   Example

   

Distribute the Last Chance survey

The Last Chance survey is a final effort to reach out to non-participating members and invite them to participate in the community. If the members do not respond to this survey, you can consider them eligible for purging.

1. On the Distribute page, create a new invitation.
2. In the Add Recipients drop-down list, select Create a new filter.
3. Add a filter condition for the flag you imported.

   For example, Profile Variable dec2024purge_survey Is 1

   

Note: If you have multiple communities, you may need to create an invitation for each community to capture all the utilized non-participants who were flagged.

4. Send the invitations and wait for responses.

Create a member filter to identify and purge non-participating members

1. Click the App Drawer and select Members.
   
2. Click Filters.
   
3. Create a filter to identify the members to purge:
   1. In the Member Status drop-down list, ensure that the Active status is selected.
   2. Add a filter condition to find members who did not complete the last chance survey.

      For example, Activity Participation Status Purge Survey - Dec 2024 Is Invited, but Not Started.

   3. Add a filter condition to find members who answered No, please remove me from the community.
   4. Select Or from the drop-down list to the left of the second condition operator, to set the condition operator to OR.
      Tip: Click Refresh next to the Total Eligible Recipients label to count the number of members that meet your filter criteria.

      

   5. Click Apply & Exit.
   
4. Select the checkbox in the column header to purge all members that match your query, or select the checkboxes beside the members you want to purge, and click Purge.
   
5. In the Purge Members dialog, click OK.
6. Optional: To save your filter criteria as a new member group:
   1. Click Save As Member Group.
   2. In the New Member Group dialog, enter the Member Group Name and click Create.