Since I have this "community hero" tag I might as well try and use it for the benefit of the community, otherwise it will become more and more of a joke (at least, I'm pretty sure that's how many others see it and I don't really understand what it's supposed to represent).
Things aren't getting better. By this I mean that HMD have recently done a number of things which have had a negative impact on the community. Some are conscious decisions by HMD leadership, others are mistakes.
@Wilson I agree that staying quiet is a bad decision. Sometimes PR people like that, but community engagement people know it's a road to failure.
@Niraj Those are some really good suggestions. I completely agree with you that "the moderator" (when they are company staff) is an essential catalyst for engagement between the company and the community. Other forums which are similar to ours often have a team of passionate and knowledgeable volunteers which help with the other points you mentioned - there are often volunteer moderators and volunteers experts. We have the volunteer experts, but there is no particular organisation of them and they are not given access to internal HMD documents, e.g troubleshooting guides or technical specs. We don't have the volunteer moderators, but this wouldn't be necessary if HMD could do this efficiently with only employees. Unfortunately I feel that Laura has a big forum to manage and appears to be the only person doing it - a very hard job.
@Muser you make two very good points. Many in the community have been asking for Nokia-specific apps and even services (e.g. software recovery tool or suite, or even the return of Ovi!). This is a point I could have included, but it is also a point which splits the community - some people don't want Nokia-specific apps because they love the purity of pure Android. Your suggestion to use the store is one that I have made myself, but it appears that HMD (so far) are not interested in this; I hope they change their mind. during the beta testing there have also been features enabled in Android which were generally liked and were removed in the final release, to the disappointment of the community. So, overall in this area of "software features" I would give them a 6/10 - there is still work to do.
Your final point is quite rightly a positive one.Generally the hardware, in particular the build quality, for the new Nokia phones has been excellent. There have been a few niggles, some things which seem unreasonably fragile or degrade too quickly, but generally the new phones are robust (though still not as robust as older Nokias). However, there are some points on hardware which HMD have not met community requests, e.g. FM radio, headphone jack (though this divides opinion) and "hybrid" vs separate second SIM and microSD cards. If my ratings were just about quality, I would give HMD 8/10, but since I'm thinking more about engagement with the community I actually give them 5/10 - so far there's not much evidence of building on community feedback. (please tell me if you have good examples where they have).