Asking for, reviewing, and applying feedback can increase the effectiveness of program services when you allow the intended audience to review resources and offer feedback. These examples include best practices for gathering feedback.
Ask questions.
Allow enough time to ask questions. Consider asking questions to get feedback at the beginning and end of interactions with programs, staff, and families.
Shadow.
Follow your audience as they complete a particular process, such as filling out health information forms. Shadowing can offer valuable insight into the experiences of programs, staff, and families.
Conduct a focus group.
Offer time for the intended audience to have an open discussion and share ideas in a group.
Check data.
Use data sources to learn more about the intended audience. Reviewing frequently asked questions, website analytics, social media engagement, and survey results can offer information about the experience of programs, staff, and families.
Make feedback opportunities accessible.
Offer several ways to respond so that everyone can easily give feedback when asked. Use both print and digital surveys. Host opportunities at various times (e.g., weekdays, evenings, weekends). Ask for in-person and online feedback.
Allow for anonymous feedback.
Let the intended audience know you want to hear from them. A suggestion box or digital way to give anonymous feedback often leads to sharing more truthful experiences.
Use a variety of approaches.
Use many methods for gathering feedback. Approaches include verbal, written, or formal surveys and informal ways to share.
Act on the results.
Bring the results of your findings back to your team to discuss the responses. Find areas for improvement and develop an action plan to change your program’s services. Follow up with the intended audience to share how you used the feedback.
Last Updated: March 4, 2024