Sentiment Monitoring

Challenge

For The San Diego LGBT Community Center, understanding the experience of community members is vital. But prior to implementing FeedbackNow, there was no formal way to gather that feedback. Staff often relied on anecdotal reports or one-off complaints — an approach that lacked data, context, and equity.

“We had no structured feedback system in place. The loudest voices often shaped perception, even when the overall sentiment was actually very positive.”

On weekends and in off-peak hours, limited staffing made it difficult to observe issues in real time or respond quickly. The team needed an efficient, lightweight, and respectful way to monitor visitor experience across multiple locations.

FeedbackNow Solution

During the COVID-19 pandemic, The Center’s team began searching for a solution that was simple, clear, and unobtrusive. FeedbackNow stood out for its user-friendly interface — the red/yellow/green smiley buttons — and for the thoughtful, affirming service provided by the team.

“It wasn’t a high-pressure sales process. The team was kind, easy to work with, and even included pronouns in their signatures — which stood out to us as a values match.”

The setup was fast and collaborative. The data from FeedbackNow began flowing quickly, allowing The Center to sort responses by location and time of day through the dashboard — an essential feature for their dispersed services and small staff footprint on weekends.

Results

The impact was both quantitative and cultural:

• Real-time community sentiment now informs staff engagement and facility improvements.
• Public dashboards and board reports include FeedbackNow data as evidence of performance.
• Positive feedback is now visible and amplified, helping counterbalance isolated negative voices.
• Community trust has grown, with many clients expressing appreciation for being asked for feedback.

“Some folks thanked us just for having the signage. They felt seen. That matters.”

One key moment came when loud public complaints were challenged by the overwhelming positivity of real-time data — allowing the team to advocate confidently for the Center’s work.

“It was incredibly helpful to show that the experience of most members was positive. The data helped shift the narrative.”

Partnership Experience

FeedbackNow’s collaborative approach stood out. The Center describes the partnership as one of the most positive vendor experiences they’ve had — not only for the ease of implementation, but for the shared understanding of their mission.

“It’s been unusually affirming and supportive — especially for a product being sold to us. The customer service has always been there.”

Broader Impact

FeedbackNow has become more than a tool — it’s now part of how the Center demonstrates accountability, care, and community alignment. As the team looks to grow and serve more people, the platform provides a steady, accessible stream of insight into how that work is landing.

Testimonial

“We exist to enhance the health and wellbeing of our community. If we don’t understand how people feel walking through our doors, then we don’t know how we’re doing. FeedbackNow gives us that pulse — and the power to act on it.” — Beth Davenport, COO, The San Diego LGBT Community Center