Day 15: The Report Is Still Missing

Today is Day 15 since I requested the Home Insurance Insights study. Nextdoor's Communications team said it was available upon request.

As of today, I have received:

No report.

No link.

No acknowledgment.

No indication that anyone is working on my request.

After multiple requests, I'm asking whether my experience is unique or whether others have encountered similar treatment from organizations that emphasize connecting people and communities.

Yesterday, I wrote about Nextdoor's investment in a Dallas engineering hub, even as many executive leaders are based elsewhere.

As a shareholder, I believe there may be a stronger return on investment in expanding a robust Customer Experience organization—one that supports advertisers, users, and investors with timely communication and issue resolution.

Customer experience isn't just about software.

It's about people responding.

It's about closing the loop.

It's about building trust.

My experience so far has been the opposite.

I also attempted to reach John T. Williams, who previously served as Head of Investor Relations at Nextdoor. My email was returned almost immediately because the mailbox was no longer available.

That happens when people move on, but it reinforces a broader point: when communication channels disappear, or requests go unanswered, stakeholders are left wondering where to turn.

If you're asking advertisers and shareholders to invest in your platform, responsiveness isn't a nice-to-have.

It's part of the product.

I expect someone at Nextdoor will eventually send the study or explain why it isn't being provided.

Until then, Day 15 continues.

Join the discussion on NielFlamm.com.