3 ways to gain member trust in your online community

Community members who consistently engage in your online community are more likely to stay—reducing churn and improving retention rates. But are you doing everything you can to build trust?

As a community manager, you must earn the trust and respect of your members if you want your community to last. When community members trust you, you build natural brand advocates, improve the community experience, and show them that you care.  

This article explores three of the best ways to build trust with your online community members: transparency, proactive engagement, and multiple feedback opportunities.

Transparency

Members want to feel that community leaders are open and honest about the community’s direction, its challenges, and its wins. Not only will this improve member satisfaction, but it will also help build trust. In fact, a staggering 94% of consumers are more likely to be loyal to a transparent brand.

Without transparency from community managers and leaders, members can feel disconnected. This disconnect manifests, leaving members unsure of what’s happening behind the scenes, and less likely to invest their time and energy. 

Remember, transparency is about more than sharing your successes—it’s important to acknowledge mistakes and areas of improvement, too. 

85% of people are more likely to stick by a business during a brand crisis if it has a history of being transparent. Similarly, nearly half of consumers say they’re more likely to visit a business if they respond to negative reviews.

Show willingness to engage with customers in an authentic way and address any negative situations—it can go a long way!

Community leaders should be upfront about any challenges they’re facing, from a technical issue to a delayed update.

Being vulnerable with your members sends a clear message that the community is in safe hands. If you keep your community members in the loop, they can be prepared and come along on the journey. You’ll also continue to meet their expectations instead of falling short and causing frustrations. 

Openness humanises leadership, making it easier for members to relate. It also aligns expectations between leadership and community members for a long-lasting relationship. 

Proactive vs reactive engagement

Did you know only 13% of customers receive any sort of proactive customer service? 

A key mistake many community managers make is only interacting with members when problems occur. Of course, promptly addressing issues is vital, but reactive engagement doesn’t create trust amongst members. 

Successful communities have places for ongoing and proactive conversations. This allows members to feel empowered, helping them to share ideas and contribute to the day-to-day runnings and purpose of the community. 

Proactive engagement means inviting community members to participate in activities or discussions, even when everything is running smoothly. It’s about seeking their thoughts on future developments and celebrating milestones together. 

When members feel they have a voice at all times—not only when issues arise—they're more likely to continue participating in your online community. 

A 2024 article discussed the benefits of proactive engagement for businesses, including: 

• 20% increase in customer satisfaction

• 15% increase in customer retention 

• 30% increase in brand loyalty

• 25% increase in conversion rates

By being proactive, you encourage community members to come forward with problems as well as ideas, insights, and first-hand experiences. Regular and forward-thinking engagement helps you to deepen relationships and strengthen community bonds. 

TIP: Creating spaces for ongoing conversations is a fantastic way to show that you’re being proactive (for example, suggestion boards or ‘idea of the month’ threads). Make sure to recognise member contributions regularly, even if they aren’t tied to resolving an issue. It will show members that you see them and value their involvement at all times.

Multiple channels for feedback

Nearly 90% of consumers want the opportunity to provide feedback, but what’s the best way to gather it? 

People like to provide feedback in different ways and your community members are no exception. Some may feel comfortable voicing their opinions in group settings, while others prefer a private message. 

To build trust with your members, community managers must provide multiple ways for them to share their thoughts and feedback. This will encourage more responses and ensure your community members feel heard in a way that suits their communication style. 

Establishing various feedback channels gives every member a voice. You may gather feedback in the form of: 

• Surveys

• Direct messages

• Community polls 

• Face-to-face meetings (virtual or in-person)

Diversity in your feedback approach shows you’re genuinely interested in hearing from all members—not just the loudest or most active members. 

Make sure you action it!

There’s more to it than just creating these channels; it’s about following through on the feedback you receive. 

Community members will quickly lose trust if they provide input but never see any follow-up or action. On the other hand, when you respond to and resolve complaints, 83% of customers feel more loyal to a brand. 

Even if you don’t implement their suggestions immediately, it’s important to acknowledge the feedback and communicate why you’ve made certain decisions. 

TIP: Implement a feedback cycle where you collect input, analyse it, and report to the community what actions are being taken or why certain ideas may not be feasible at this time. Make sure you create a visible link between feedback and action. 

Build trust in your online community

Listening is one of the most underrated ways to build trust with your community members. Listening goes beyond just responding to questions or concerns, it’s about anticipating needs and proactively addressing potential issues.

Whether it’s tweaking a feature based on member feedback or resolving pain points quickly, your community will take note of how responsive you are. 

It’s equally important to not overpromise and underdeliver. Being transparent about what can and can’t be done shows members that you’re committed to managing expectations and delivering on them. This balance between listening and providing realistic solutions is key to building long-term trust. 

At Steadfast Collective, we’re community builders. Not only will we help you create a space that members want to visit and actively participate in, but we’ll also develop a space that shows members you value their opinion and care about continuous improvements. 

If you’re looking to build trust with your community members, get in touch with our team!