Feedback from the community

1) Why does the ecosystem need system feedback

Community feedback (players, affiliates, streamers, operators, studios, moderators) is a source of quick signals about product quality, payments, content and campaigns. Properly constructed contours reduce Cost-to-Serve, speed up decision making, increase retention, and ensure compliance (RG/privacy/jurisdictions).

2) Channels and roles

In-app: feedback widgets, Report Issue button, NPS/CSAT/CES, contextual surveys.
Communities: Telegram/Discord/Reddit, comments on streams, AMA sessions.
Support: tickets, chat/mail, payment hotlines/CCS.
Affiliates/streamers: affiliate forms/webhooks, post-beck about traffic anomalies.
Operators/providers: B2B portals, workshops, joint war-room.
Representative Councils: Community Council/Creators Board to prioritise topics.

3) Ontology and feedback events

Сущности: `feedbackId`, `source` (in-app/support/discord/affiliate/stream), `persona` (player/affiliate/operator/studio/moderator), `severity` (P1..P4), `topic` (payments/kyc/gameplay/rng/rg/ux/ads/localization), `jurisdiction`, `language`, `traceId`.

• `feedback_created/updated/closed`
• 'signal _ sentiment '(key, confidence)
• 'signal _ clustered '(cluster/labels)
• 'rg _ guardrail _ hit '(behavior complaints, addictions)
• 'thankyou _ sent '(cycle close)
• 'release _ note _ published '(change by topic)

All schemes are versioned in Schema Registry, times are UTC/ISO-8601.

4) Pipeline processing (signal to action)

1. Ingest: collecting from channels via API/webhooks/EDA, binding 'traceId'.
2. Normalization: dedup, language/locale, mapping to ontology.
3. Clustering: combining similar messages (topic modeling), highlighting "hot" clusters.
4. Scoring/prioritization: urgency × coverage × impact on metrics × risk/compliance.
5. Routing: to domain owners (Payments, KYC, RGS, Content, Marketing).
6. Action games: bug/feature/campaign/A-B/comm. policy/sanctions.
7. Closing the cycle: public response, Thank-You, release notes, roadmap update.

5) Prioritization: formulas and matrices

[
Priority = Impact \times Urgency \times Confidence \times Compliance_Risk
]

Impact: impact on CR/FTD/ARPU/LTV or NetRev (clusters).
Urgency: trend/spike, P-level of the incident.
Confidence: data quality/repeatability, source validity.
Compliance_Risk: RG/privacy/jurisdictions (≥1 multiplier).

Decision matrices: "quick wins" (high priority/low difficulty), "strategic," "observe," "postpone."

6) Moderation, trust and security

Moderation policy: rules of conduct, escalation, sanctions, appeals.
Trust & Safety: anti-bullying, anti-fraud reviews (bot farms, coordinated attacks).
Verification of roles: operator/studio/affiliate/moderator badges.
SoD: moderators ≠ owners of product solutions; public action logs.

7) Privacy, RG and Jurisdictions

PII-minimization: ID tokenization, prohibition of publication of personal data/screens with data.
RG-gardrails: trigger filters, vulnerable segment markers, self-help instructions.
Jurisdictions: storage localization, disclaimers, age filters, warning language.
DPIA/DPA: objectives, retention periods, cross-border flows; WORM audit.

8) Integration with A/B and progressive releases

Complaints/suggestions → hypotheses → experiments (A/A→A/B).
Progressive inclusions 1%→5%→25%→50%→100% from guardrails to CR/FTD/RG/SLO.
"Provability": fix the link to the experiment/change in the cluster card.

9) Community Closing the Loop

The answer is publicly: what's done/when; if "no" - why and what will happen instead.
Release Notes: Short and in community language, with UTM/trace for measurement.
Thank-You program: badges, merch, access to beta channels, credits/bonus missions (without stimulating risky behavior).
Roadmap: Live Topic Status (Planned/In-Progress/Done/Not-Now).

10) Dashboards and SLOs

VoC/VoP/VoS panel: volume/tone/clusters by channel and language; hits by topic (payments/kyc/gameplay/rg/ux/ads).
Operating panel: p95 moderator response time, time to subject owner, time to resolution.
Effect: uplift CR/FTD/ARPU/LTV/NetRev by topic after release of changes.

• the first touch of the moderator ≤ 15-60 min (via the channel),
• escalation to the owner ≤ 4-8 hours,
• public update of the "hot" topic ≤ 24 hours,
• Closing P1 Release Note Incident ≤ N hours.

11) Community Programs

Ambassador/Creators: Formalized Roles, Content Brinfs, Early Access.
Beta Pools: Player/Affiliate Segments for Tests; transparent selection criteria.
Bug Bounty/UX Bounty: rewards for found vulnerabilities/UX defects (without encouraging harmful activity).
Community Council: Monthly priority retro with domain owners.

12) Operations and Incidents

War-room: P1/P2 matrix, stop buttons (offers/routes/landing pages), SLA for a trace package 60-90 s.
RCA "no fault": facts/processes, not people; publishing conclusions in an accessible format.
Content barriers: auto-hiding toxic content, rate-limit during raids.

13) RACI (example)

14) Anti-patterns

"Black box": collecting feedback without public status of topics and release notes.
Role blending: moderator = solution owner.
One summary score, not broken down by topic/channel/jurisdiction.
Ignoring RG/privacy in communities (PD leaks, toxic quests).
Offset pagination to peak loads → doubles/holes (use cursors).
Lack of Thank-You: The community doesn't see it being heard.
Raids/bot farms without anti-Sybil and confidence scoring.

15) Checklists

Design

• Schema Registry ontology/event schemas; roles/persons.
• Channels and SLO/moderation; verification of roles.
• Pipeline clustering/scoring; a matrix of priorities.
• RG/privacy policies, DPIA/DPA, tokenization.
• Dashboards and alerts, public status of topics/roadmap.

Start

• Channel integrations (API/webhooks/EDA), dedup/languages.
• Moderator training and escalation playbooks.
• Beta Pool and Council; release note templates/Thank-You.
• Progressive release of improvements with guardrails.

Operation

• Weekly retro clusters and impact on KPIs.
• Monthly AMA/roadmap updates.
• DR/xaoc for feedback channels (gateways, bots, dashboards).

16) Maturity Roadmap

v1 (Foundation): collection from key channels, moderation, basic metrics (volume/tonality), manual prioritization, release notes.
v2 (Integration): theme clustering, response SLOs, Council/beta pools, association with A/B and progressive releases.
v3 (Automation): predictive scoring of the impact on KPI, auto-routing and SLA-escalation, Thank-You machine.
v4 (Networked Governance): federated exchange of clusters/solutions between chains, common problem/solution maps.

17) Success metrics

Operating: time to first response, time to owner, time to resolution, closing P1.
Business: uplift CR/FTD/ARPU/LTV/NetRev on topics after changes.
Quality: clustering accuracy, share of "solved" feedbacks, NPS/CSAT/CES by channel.

Community: growth of active participants, share of constructive messages, speed of "closing the cycle."

Compliance: 0 PD leaks, RG incidents/1k active, compliance with locales/disclaimers.

Brief Summary

System work with feedback is a production circuit: standardized events and channels, moderation and privacy, scoring and prioritization, communication with experiments and releases, transparent "cycle closure." Encode VoC in protocols and dashboards - and the ecosystem will learn from every message, growing quality, trust and revenue.