We had trouble once with a client’s community manager who refused to accept her behavior was hurting the community (or members had an issue with her).
So we issued a survey to members gathering feedback. The results were illuminating (for us and her).
In your next community survey, ask members for feedback about yourself and your community team.
Make sure its anonymous (and members know it’s anonymous).
What do they like about how you engage with members?
What do they not like?
How do they perceive you?
Do they believe you care about them and put them first? Or are you just protecting the brand and trying to get them to go away?
If the answers cause you to reflect upon how you behave in your community, you’ve done the survey well.
