Members who feel heard stay longer and engage more deeply. But gathering feedback is only valuable if you act on it. Here’s how to build effective feedback loops.
Types of Feedback
Solicited feedback: Surveys, polls, direct questions Unsolicited feedback: Support requests, comments, complaints Behavioral feedback: What members do (or don’t do)
All three types matter.
Regular Surveys
Onboarding survey (week 1): How did you hear about us? What are you hoping to get?
Check-in survey (month 3): Is this meeting your expectations? What would you change?
NPS survey (quarterly): How likely are you to recommend us? Why?
Exit survey: Why are you leaving? What could we have done differently?
Keep surveys short. Response rates plummet after 5-6 questions.
Making Feedback Easy
- Provide multiple channels (email, in-app, direct message)
- Respond to all feedback, even if briefly
- Don’t make members work to give you feedback
The Feedback-Action Gap
Gathering feedback you never act on is worse than not asking. Members notice when suggestions disappear into a void.
Create a system for:
- Collecting feedback
- Categorizing and prioritizing
- Deciding what to act on
- Communicating decisions back
- Implementing changes
- Closing the loop (“You asked, we did”)
Saying No Gracefully
You can’t implement every suggestion. When you decline:
- Acknowledge the feedback
- Explain your reasoning briefly
- Thank them for contributing
Feedback From Different Segments
New members, long-time members, and churned members have different perspectives. Actively seek feedback from each group.
Reading Between the Lines
Sometimes what members say and what they need differ. Look for patterns, not just individual requests. Five members asking for different things might all be pointing to the same underlying problem.
Want better member feedback tools? Get in touch to discuss platform capabilities.