Member Feedback Collected and Kept on Record
A short question follows each closed complaint, and a longer form comes before renewal. Answers stay on the member record, where the next conversation can read them.
Feedback is heard late
A company may give notice and only then say that the meeting rooms were never enough. If that was said earlier to two different people and not written down, it is lost. Answers kept on the member record can be read by whoever handles the renewal.
When you ask, and what you ask
Questions worth putting on the renewal form
Keep it to five. Each should lead to something you can change.
Where it stops
Closing the loop with the member
People answer again when they see a result. Tell the member what changed, even if it is small. A reply saying the Wi-Fi extender went in on the third floor does more for retention than a thank-you note.
- Reply within a week to any answer that names a problem
- Share changes made from feedback in a notice
- Record when a promised fix is done
Connected screens
Agree the evidence before signing off this part.
Use a representative scenario to decide what this part of the system must show and where review is still needed.
Before renewal
What happens to existing dues when the next renewal is stopped?
For “Before renewal”, test a cancellation near the renewal date. Agree the last service period and how any existing balance is handled before recurring work starts.
Background reading: ERPNext: recurring billing
Frequently asked questions
Can feedback be anonymous?
Yes, though anonymous feedback shows a mood and does not lead back to a person who can be followed up. Operators keep names on member forms and let the exit form be answered freely.
How does the question reach members?
By email or text, over WhatsApp when it is connected, or inside the member app. Use the channel your members open.
Does a bad answer raise a ticket?
Not by itself. It goes to the manager to read, because a complaint written in feeling needs a person to turn it into an action.
Is it worth doing for a small number of members?
Yes. With forty members you can act on every answer. With several hundred it becomes a reporting exercise, which is a different use.
When should we ask a new member how it is going?
Guides suggest a personal check-in around the end of the first week, framed as a chat. A short written form can follow once they have settled in.
What should we ask someone who is leaving?
Why they chose to go, what would have kept them and where they are moving. Let them answer in their own words, and read the answers together every quarter.
Can we see feedback by centre?
Yes. Answers sit on member records that belong to a centre, so each manager reads their own building.
Tell us what you need.
Share your requirements and one of our engineers will come back to you within one business day.
What happens after you share your requirements
- A senior engineer reads your answers. Nobody phones first.
- Within one business day you get a written note: what we understood, what we would start with, and the questions we still have.
- If it fits, a proposal follows with the order of work, what we need from you and what you receive at each step.
- No call is booked and nothing is paid until you have read the note. Your details stay with us.
Start with your requirements
Seven short steps that tell us what you need. A senior engineer reads them before anyone gets in touch.
Share your requirements