Quality management’s first principle is that of customer focus, guiding service providers to gather feedback from customers and stakeholders on how the service provider is meeting needs. Customer and stakeholder feedback about their experience and their perception of the service provider’s performance is valuable information to assist in assessing and building levels of quality.

Information to collect Service providers need feedback across a number of domains. These domains should be used to guide specific questions for any feedback gathering activity

 

Domain

Example

Effectiveness

Measure how well customers and stakeholders consider the service has assisted them or achieved goals.

Using a scale for responses, ask: “How well has the program increased your confidence in social occasions?”

Satisfaction

Measure customer and stakeholder satisfaction with various aspects of the service, i.e. types of services, reliability, responsiveness, and interactions with staff.

Using a scale for responses, ask: “How satisfied are you with how staff involved you in decisions about services provided for you?”

Levels of importance

Elicit information about what is most or least important to customers and stakeholders, i.e. choice of location, different service formats, workshop topics.

Ask open ended or listed response question: “What are the three most important pieces of information to provide to new customers to the service?”

Priorities for improvement

What needs to be done better or improved?

Ask open ended questions and seek examples or ask why: “How could our service improve the way we transfer customer information? Provide an example of what this would look like.”

Outcomes

What specific outcomes have been achieved for customers?

Measure changes in customer health, lifestyle, behaviour or attitude.

Practical tip: Unplanned feedback such as compliments and suggestions should be welcomed and recognised for their value in contributing to quality improvement. A simple system for recording unplanned feedback, such as a register, will support the collation of information which can then be analysed, and used to inform development. Complaints are also valuable in highlighting potential risks and for informing areas for improvement. Complaints management includes a register documenting all complaints received, with this information regularly reviewed as part of the quality improvement program.

Information Sheet Links:

  1. Customer and Stakeholder Feedback

https://www.communities.qld.gov.au/resources/funding/human-services-quality-framework/hsqf-quality-pathway-info-sheet-7.pdf

Feedback Client Experience

http://communitydoor.org.au/quality-assurance/feedback-on-client-experience

 
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