Community survey questions usually reach the members who are still posting. These are for the ones who went quiet: why they joined, what changed, and what would bring them back.
Members leave when their first ask goes unanswered. It's onboarding, not content.
An example of the line the Agent Results Brief leads with.Under every question is the follow-up Spoke asks when the first answer is vague. That second question is where the real answer usually is.
What did you hope to find here when you joined?
What's one thing you hoped someone here would help you with?
What happened the first time you asked something here?
What did you do after that?
What had you heard about this community before you joined?
What made it sound worth joining?
When did it stop feeling worth your time?
What was happening that week?
Who did you end up talking to here?
What would have made it easier to start a conversation?
What takes the time you used to spend here?
What does that give you that this community doesn't?
How easy is it to find the conversations that matter to you?
Where did you last look for one and give up?
What would bring you back this week?
If that existed tomorrow, what's the first thing you'd do with it?
What kind of post would make you stop scrolling?
What was the last one like that you saw here?
Who here would you want to hear from more?
What do they share that others don't?
What's the most useful thing you've gotten from this community?
When did that happen?
Who here has helped you most?
What did they do?
What should we never change?
When did it matter most to you?
Every person gets interviewed, not surveyed. Spoke asks, listens, and follows up on what that person actually said. Here's an example.
Read the answer, not the transcripts: themes ranked by how many people raised them, the quotes behind each, and the places where two groups disagree.
Members are not leaving because of the content. They leave when their first question goes unanswered, and most describe the same first week: post, wait, lurk, go quiet. The active cohort almost always got a reply from a specific person.
An example Agent Results Brief. The counts, themes and quotes are illustrative, not from a real survey.
Quiet members are polite about it. The first answer is often “busy” or “not much.” One follow-up is usually enough to find the thing that changed. Examples, not real respondents.
Not busy: a reorganization that dissolved the small group they came for.
The members didn't leave each other. The call time pushed them somewhere else.
What keeps people: detailed, one-to-one help in threads. Worth protecting in any reshuffle.
What do you want to learn, and who's answering?
Drafted. I'll interview the quiet cohort and the active one so you can compare. Add a question about pricing, or keep it to the experience?
Ask why members joined, what happened the first time they asked something, and what would bring them back. Add a question about what's working, so you know what to protect.
Three to five is plenty. Pick one or two from each group above, and let Spoke's follow-ups fill in the detail. You can cap each interview at 5, 10 or 15 minutes.
A short interview about their own experience asks less of them than a long form, and you can turn on reminders for people who haven't answered yet.
Yes. Send the same questions to both groups and compare the answers. The questions under “What's working” fit active members best.
Interviews happen in the browser from a link, so you can share it anywhere your members already are.
Free to start. No card. Your first ten agent surveys are on us.
