Capture member feedback

Record specific member observations, desired outcomes, consent boundaries, and follow-up commitments so feedback can inform action without flattening people into sentiment scores.

Field	Value
Business area	member-service
Primary role	community-manager
Frequency	continuous
Privacy sensitivity	high
Security sensitivity	low
Compliance review	needed

Trigger and handoff

Trigger: A member volunteers feedback or staff initiate an approved listening activity.

Inputs

• Member statement
• Relevant service context
• Communication and anonymity preference

Outputs

• Structured feedback record
• Immediate service action where needed
• Theme for human review

Current manual methods

• Survey score
• Staff memory
• Screenshot in a group chat

Human judgment and approvals

• Separate a service request from research insight

• Preserve nuance and assess whether immediate care is needed

• Approval: Member approves attribution; manager approves wider sharing of sensitive detail

Failure modes

• Critical context is lost during categorization
• Anonymous feedback is reidentified through detail

Success metrics

• Feedback receives the promised response
• Themes link to evidence and owned action