I understand what you mean, some aspects could be more communicated, but a big part of what you talk about is already happening, just you probably donât know about it.
I quote you :
âHE has only relatively recently established the facebook page and the forumâ.
For the forum yes, thatâs true, but not at all for the facebook groups. They are there for years, about 15 years if I remember correctly. I started moderating some of them 10 years ago, and some were already there before. They are for years a real source of feedback for the staff for a very long time.
âTechniques include a support desk in which users can submit problem reports or enhancements requestsâ.
Yes of course there is, the staff receives feedback in requests sent daily to the suport through the contact page, and through the livetchat we receive daily too and forward when necessary all members would like to see.
âNewsletters in which members are advised about which new (or corrected) functions are being worked-onâ
That exists too, regularly in the sundays newsletters, the staff explain new features arriving. Some are explained on the blog, now here, on facebook groups, in emails etc (example : HomeExchangeâs vision for 2023 ), but itâs not regular enough Iâm ok with you.
âIt would also help if the Team organized occasional live meeting with members, perhaps semi-annually, to review the current changes being worked on, and to invite suggestions.â
Itâs done, but itâs generally in Paris. See Zann post a month ago about that : HomeExchange: A Platform Co-Created with Its Members â Recap of a Meet-up in Paris Focused on Messaging Improvements
I made some events like that, either online or in Paris, and itâs more for French members like me, cause the team is mainly French so itâs easier in the same language for the feedback etc. Same for Zooms webinars, we made one 3 weeks ago about the new features that will arrive in 2025 regarding answering rate, auto denial etc, and we provided feedback to the Product team as we were 50 French ambassadors in this meeting. So it exists, itâs regular, just you are not always aware of it.
I hope my answer learned you things about how the team gets feedback, itâs only this forum hopefully 