Using Surveys and Feedback Loops to Improve Communities Over Time
Understanding the member experience is crucial for continuously improving communities over time. Strategic surveys combined with feedback loops make members feel heard while providing insights to guide enhancements.
This guide explores leveraging surveys and feedback channels to evolve communities. We will cover:
- Benefits of regularly soliciting community feedback
- Designing effective member experience surveys
- Survey tools and distribution tactics to drive responses
- Approaches for gathering responses beyond formal surveys
- Creating feedback loops and listening workflows
- Tools for managing user feedback seamlessly
- Strategies for responding to and acting on feedback
- Sharing improvements driven by user input and data
- Real-world community examples using feedback effectively
By the end, you will have techniques to keep a finger on the pulse of your community and continually refine it based on what matters most – member needs. Let’s dive in!
Why Regularly Survey Members?
Some benefits of consistent feedback practices:
Identifies Satisfaction Drivers
Highlights most valued community offerings and experiences.
Surfaces Member Struggles
Reveals pain points and friction needing attention.
Provides Warning Signs
Flagging metrics indicate risks before reaching critical stages.
Feedback helps align investments to member priorities.
Ideas and feature requests spark new community offerings.
Demonstrates responding to needs over guesswork.
Feedback enables tailoring experiences to preferences.
Members feel valued knowing their voice shapes direction.
Routine check-ins safeguard against drifting from serving members.
Designing Effective Member Experience Surveys
Some survey design best practices:
- Frame with a memorable, compelling title expressing the survey’s value focus
- Spotlight anonymity to encourage open responses
- Limit to essential questions to increase completion rates
- Include a mixture of formats like multiple choice, ratings, and open-ended responses
- Provide clear instructions for any complex question types or flows
- Randomize questions to eliminate order bias
- Close with an expression of thanks
- Avoid leading, biased or loaded language that could skew responses
Thoughtful construction and conciseness results in quality feedback from members.
Survey Tools and Distribution Tactics
Some options for effective survey delivery:
Well-designed emails sent directly to member inboxes get solid response rates.
Site exit popups can intercept visitors for quick pulse checks.
**Mobile Notifications **
Push prompt surveys to members’ apps.
SMS survey links tap into user preferences for texting.
Social Media Polls
Fun informal polls gather responses from followers.
Prompt for input contextually within regular user flows.
Intercept Surveys at Events
Gather feedback face-to-face onsite at community gatherings.
Leveraging the right channels for your community contributes to survey success.
Approaches for Ongoing Feedback Beyond Surveys
Some options for continual feedback channels:
- Suggestion boxes in digital forums or physical community spaces
- Public roadmap for members to vote and comment on feature requests
- Prompts spreading feedback collection across touchpoints like event registration
- Feedback buttons on website, app and emails to share thoughts contextually
- Quick pulse polls on social media or community platform homepage
- Embedded ratings for content and interactions to gauge sentiment
- Chatbots or support tools to probe needs in real-time conversations
- Short interview or focus group sessions with members
- Moderator reports on trends and feedback from discussions
Ongoing feedback loops prevent surprises and yield actionable insights.
Creating Feedback Workflows and Listening Systems
Some best practices for managing user feedback seamlessly:
- Centralize input channels into unified listening dashboards providing an aggregated view of member voices.
- Tag and filter feedback by attributes like type, topic, and priority for routing.
- Automate sentiment analysis with AI to gauge emotional tone at scale across open-ended feedback.
- Assign comments to appropriate team members based on expertise areas.
- Facilitate internal collaboration with tools like shared response workflows and skip-level comment forwarding.
- Track response status like open, in progress, resolved.
- Analyze trends in volumes, response times, recurring topics and emotional sentiment.
- Alert on thresholds like surges in negative or urgent posts.
Sophisticated systems transform scattered feedback into strategic insights.
Strategies for Responding to Feedback
Some best practices:
- Thank members for taking time to share thoughts and emphasize their value.
- Address feedback transparently even if you don’t agree or lack an immediate solution.
- Close loops following-up on how member input influenced decisions.
- Manage response expectations by communicating average response times.
- Analyze feedback collectively to identify systemic opportunities.
- Route members to help if responding personally at scale becomes unscalable.
- Escalate urgent or pervasive issues quickly.
- Use responses to reinforce community values and culture.
Thoughtful, consistent responses deepen member trust and satisfaction long-term.
Sharing Improvements Driven by User Input
- Feature member suggestions and success stories in newsletters or website.
- Showcase popular user-requested features in build announcements.
- Create member advisory groups empowered to inform initiatives.
- Recognize outstanding member contributors.
- Co-author thought leadership with engaged members.
- Give early previews of improvements inspired by feedback.
- Send pulse surveys to gauge impact of changes.
- Publicly thank members who provided feedback that catalyzed improvements.
Closing the loop demonstrates member voices shape community direction.
Real World Community Feedback Examples
Let’s explore some brands famously embracing user input:
- Drift’s State of Chatbots report blends 50,000+ survey responses into an annual industry benchmark.
- Moz builds user personas from support ticket themes and surveys to inform product decisions.
- Hubspot’s dedicated User Researchers group facilitates ongoing one-on-one remote user interviews feeding their roadmap.
- Apple elevates their most engaged beta users into AppleSeed developer groups who provide direct pre-launch feedback.
- Lego Ideas platform allows fans to formally submit, vote on, and collaborate with Lego designers on new product ideas.
- using feedback user-generated MacRumors forums conversations to inform its notoriously secretive product development.
User surveys and feedback channels provide invaluable insights shaping everything from messaging to products.
Some core practices for continuous community improvement:
- Survey regularly with a mix of quantitative ratings and open-ended responses
- Build omnichannel feedback collection across website, product, email, events
- Track and analyze feedback in aggregate to reveal key themes and outlier examples
- Close loops following up on how suggestions influenced improvements
- Audit metrics like submit to publish times, response rates and sentiment periodically
- Publicly showcase contributions from members that inspired impactful changes
Soliciting user perspectives informs better decision-making, fuels innovation, and shows members their input matters.
In summary, communities that fail to listen stagnate. Consistent feedback practices are crucial for evolving communities based on member needs rather than internal assumptions. But asking for ongoing input is just the first step. To build trust and engagement over the long-term, you must demonstrate responsiveness to suggestions, close feedback loops, and value all voices. With the right systems for gathering, analyzing and activating member input, your community can unlock its highest potential for meaningful impact by matching offerings to evolving needs. Don’t just assume you know what members want. Foster a culture truly tuned in to user perspectives through opens ears and thoughtful feedback practices.
- 1 Using Surveys and Feedback Loops to Improve Communities Over Time
- 1.1 Introduction
- 1.2 Why Regularly Survey Members?
- 1.3 Designing Effective Member Experience Surveys
- 1.4 Survey Tools and Distribution Tactics
- 1.5 Approaches for Ongoing Feedback Beyond Surveys
- 1.6 Creating Feedback Workflows and Listening Systems
- 1.7 Strategies for Responding to Feedback
- 1.8 Sharing Improvements Driven by User Input
- 1.9 Real World Community Feedback Examples
- 1.10 Key Takeaways
- 1.11 Conclusion