Receiving and interpreting feedback

Core is intended to be a co-created experience between members and Guides. Guides should frequently create space to gather feedback about:

  • Guide facilitation style

  • Communication preferences and styles

  • Group dynamic

By building frequent feedback opportunities into the Core experience, Guides will be able to deliver Core meetings that meet member needs as they evolve.

Common Member Feedback Themes

Below are the most common categories of constructive feedback we hear from members about their Core experience and Guides:

  • Balancing personal and professional

    • “It became like therapy sessions for the members and not at all leadership development or talking about the tough issues we face as women in leadership.”

    • “We stopped 30 minutes short and the exercise was ok but no real meat in it. More of a self reflection than something that can really help me grow as a leader.”

  • Agenda, meeting structure, and time management

    • “Didn't keep to time. Allowed some people to speak for 35 mins which meant others didn't get a chance to speak.”

    • “Sometimes the meetings are too flowy with no goal/structure”

  • Inclusive facilitation

    • “One individual was overlooked and dismissed. Several times she was forgotten to let share and the group had to speak up. Towards the end she tried to speak and was interrupted then the meeting ended without letting her share.”

    • “The meeting topic made me feel a bit of an outsider. Our coach did an excellent job trying to make me feel less so, but the entire time I was reminded of not being a wife or a mom, and that was painful.”

  • Command of the room

    • “[Guide] does not walk through exercises and conversations confidently.”

    • “Guide is not keeping group engaged, moving forward, or energized.”

  • Technical facilitation issues

    • “I was expecting more experience and comfort with technology – sharing PowerPoints over Zoom and navigating transition between slides and discussion.”

    • “[Guide] couldn't do a breakout room… it affected the session.”

Feedback Channels

There are various ways in which Guides and Chief receives member feedback. Below is a list and brief description of each channel:

1) Core Meeting Member Feedback Survey (CSAT)

This survey is used to measure member sentiment after each Core meeting. It becomes available one hour before the end of each Core meeting. Members can complete the survey via Chief.com or the Chief App.

Guides will receive a feedback summary email 5 days after each Core meeting. Emails will only include feedback that members submit within 5 days of the meeting. If you do not receive an email, then no members provided feedback within the allotted time. Chief’s Member Experience team reaches out to all members who give a score of 3 or below. Guide Support will reach out if any actionable feedback is provided. 

2) In-the-moment feedback: Core Candor

Core Candor can be accessed in the Meeting Content Library and includes several short feedback exercises that Guides can use to facilitate feedback within their Core meetings. Regular feedback should be integrated within the Core experience, so Guides are encouraged to use this resource or other similar feedback activities often.

3) Member Surveys

Chief may send surveys out to members at various times within their membership. Most commonly, members will receive an email notification to complete a check-in survey at months 3, 6, 9, 12 of their Chief membership.

Members are prompted to provide feedback on their satisfaction with Chief, the services they participate in, and the value they receive from their membership. Based on their membership type, they are also prompted to share feedback on specific service offerings (in-person events, Executive Coaching, and/or Core).

Beginning August 2024, if members participate in Core they can share additional feedback on their Guide - specifically the following question:

Please rate your agreement with the following statements:

(1 = strongly disagree; 5 = strongly agree)

  • My Guide identifies themes that help our group engage in deeper, more focused group conversations

  • My Guide makes it easy to engage in Core meetings

  • My Core Guide creates an inclusive environment

  • My Guide shares Chief events, resources, and/or other community engagement related to themes we discuss in Core

This feedback is shared with Guides via email each time a member completes their survey.

4) Concierge Team

Chief’s Concierge team is available to assist any members with questions, concerns, or feedback that members have. If a member would like to connect with the Concierge team, they can do so by sending an email to concierge@chief.com or by selecting “Contact Us” on the Help and Support page in Chief.com.