Whose Voice Survives the Summary? A Voice-Retention Audit of LLM Employee Listening
Abstract
Organizations increasingly route employee feedback to leaders through large language model (LLM) summaries, an unaudited layer that silences already-spoken voice. We introduce a Voice Retention / Representation Ratio metric for representational bias in summarization and apply it to a bilingual (English/German) corpus of 2,586 free-text responses from a global professional service company. First, employees supply criticism more reliably than praise (withholding praise is 82 times more common). Second, across 45 leader-summaries the pipeline filters by popularity, not sentiment: criticism survives, yet a concern voiced once is dropped 86% of the time, with short and German-only content lost on the same axis (theme retention 0.14 vs 0.74; German directional). Controlling for frequency, sentiment has no independent effect; the harm is prevalence-driven, which sentiment-only audits miss. A targeted prompt recovers only named themes. We contribute the metric, field evidence, and a disaggregated voice-retention card.
