New Community Feedback Process
Dear all,
I am writing with an update on a new feedback process. Fristo and several others have been gently nudging us and letting us know that we need to have a tighter process, and here it is!
1. Submit any feedback here on this form.
2. We will review the feedback and contact you via the email you provide to let you know that we have received your submission and ask any clarifying questions.
3. We will review this feedback as a community team and choose the items we can realistically accomplish.
There are a few things to keep in mind in terms of our rate of progress. First, we work hard and attempt to get as much done as we can, but we are not always able to accomplish as much as we’d like to accomplish. Second, sometimes urgent and unexpected items come up that we have to address. These can take us off track. Three, keeping 7 Cups operating requires a lot of energy. 99.8% of what we do is at no cost. Implementing new items or providing new training is over and above the operational costs and energy of keeping our community healthy and strong.
We look forward to hearing from you and seeing what we can do together to improve our beloved community!
When to use this vs. submitting a request under support and feedback:
Feedback form: for site suggestions and community feedback. This form is NOT used for reporting users, glitches, account restoration, or therapy queries. Please go through the appropriate channels to file reports and submit account reviews.
Bugs: Found in the 7 Cups Help Center, use this support ticket submission form and select Product Support (Bugs). If you do not receive a reply within 48-72 hours, email community@7cups.com
Note: We encourage you to use this form instead of the Provide Feedback selection on the Submit a Request page.
If you did not receive an email or you would like to follow up on your submission, please PM me.
Thank you H! And a big shout out to @Fristo for helping to bring this idea to fruition.
@GlenM I am glad we could work together on this!
My earnest request to everyone that please submit feedback only when you strongly feel you have constructive suggestions to improve our community. Sometimes it is about a passing anger or sadness (it happens with me too), in those cases please use self-care or peer support.
Warm wishes to us all!
@Fristo Can you explain the best way to access peer support? I tried before and I was told it was only for chat situations for listeners.
@cheerfulIceCream Ok, thanks, I see a lot of flip flopping on that.
@AffyAvo I used the word 'peer' broadly there, and meant to refer to a fellow cupser as a peer. So if you are on member account, you can use peer support in form of connecting to a listener. And if it is related to your listening journey and you are on your listener account, you can reach out to a fellow listener with 'Peer Support' badge. <3
@Fristo Thanks, unfortunately I find if connecting with a general listener it can be difficult to get volunteer type of peer support. They start telling me things like how to report or they say things like they have nothing to do with that here when I just want support. It's difficult to find an available mentor, many do offer great support but most of the time they aren't listed as online or even busy.
I think it's really unfortunate we don't offer the same level of support to members.
Thanks!
@Heather225 will this form be made accessible from anywhere other than this post? 🤔
@TaranWanderer
yes, we'll be circulating it, and if you have suggestions for places you'd like to see it displayed, please PM me!
Maybe include it in the support page ? @heather225 or included in the automated email from when you put in a ticket ?
@Heather225 When should we use this form instead of other methods that we have been told to use?
Also would it be possible to cut down on some of the fields? It's one thing to fill that out once. There are a number of aspects that need improving though. Having to input all of these fields every time isn't an effective way to troubleshoot issues IMO.
Maybe have a slot to say if you have more concerns and if you do it takes you to a second page to mention more trouble shoot feedback
@Heather225 rather than making multiple submissions
Some specific feedback on the form (hopefully this is an ok place to do so and I don't need to fill out the form for this!)
This part:
How would you rate the current problem on a scale of 1-10? What would be the improved rating, after implementing your suggestions, on a scale of 1-10? (10 is very bad)
Am I supposed to put 2 different numbers here, as these things are 2 different things. It feels odd to have 1 spot for 2 different numbers. The scales themselves confuse me. First is how big is the problem, scale of 1-10, but there is no scaling info. Then for the 2nd, how much do things improve implementing the suggestion - does 10 ("very bad") mean no change? Or if it wasn't a serious problem to begin with is it not possible to rate an improvement a 10?
Also feedback can be about various things, not just problems, but maybe this form is intended only for problems?
Good Job!
Feedback can be very helpfull. I hope you get constructive feedbacks that you can turn into a better 7 cups for members, listeners and the company.
"Zero costs" can be very expensive. Trained people leaving because the got burned do have a cost, fast-training people to fill the holes left by those leaving do have a cost, people who feel they are being pushed into giving more and more do have a cost...
Sometimes paying people for the work they do is way cheaper than "zero costs".
Just my 2 cents. Not my company.
Hugs. ❤️
@Heather225 is that the new suggestion box that was removed long time ago?
@Heather225
Hey @Fristo! As usual, you're a star making such a difference in the community! Thank you so much!
Fantastic! Thank you for sharing this, it will be of great help to have on hand ❤️ Big love to all xo
Proposed suggestion for the form:
At the top, include some of the information in this post, as we will likely be link to the form directly.
Shorten the criteria, it's long. I also find the way the form is set out doesn't really make all the criteria possible. Ie. Focus on outcomes - is that really the focus of the form as it is currently laid out? Only have 1 thing being ask of per field.
ie.
We appreciate feedback and suggestions to improve!
Please give constructive, clear information with a focus on positive outcomes.
We will review this feedback and get back to you within 7 days.
We will post what has been accomplished in our monthly updates. [give a better link if possible, or change the wording to match a bit better ie. when monthly updates are posted in Glen's Nook]
What is your 7cups username?
What is a problem you've identified in the community? (Please only list 1 problem per form submission, you may do multiple submissions.)
Out of a scale of 1-10, how would you rate the problem, with 10 being the most serious?
Of the area that has the problem what things do you think are good or currently working well?
What possible solutions do you recommend to the problem?
One a scale of 1-10 how effective do you think your solution(s) will be (10 means the problem will no longer exist.)
To end on a positive note, list something you really like about 7 cups!
*Note, I worked of off what exists as a template. I think we need to be clear about the purpose, do we ONLY want problem/solutions to be given in this form? Or is it for suggestions in general where someone sees it as an improvement but not necessarily a problem? What about feedback about problems where someone doesn't have a suggested solution?
