What is important at this time?
- Competence - professionalism; people in the service have the skills needed
- Tangibles – evidence or impact of service
- Communication - maintenance of communication
What tools might be suitable?
Longer more in-depth customer surveys and feedback questionnaires can be developed at this point. This can be particularly useful when people have been given the opportunity to think about their feedback and reflect on the service they have received.
Online survey tools
- Survey Pro is a paid online service
- LimeSurvey is a free open source tool
- Checkbox is a paid service that also allows the use of simple emoticons and sliding scales
- Opinio is a paid service that provides many options including mobile platforms and step by step guides.
- Google forms is a useful tool, and it is 100% free and offers much more than other free survey tools.
- Typeform There are some useful features in the free version, especially the unlimited questions and answers.
- Super Simple Survey lets you use a variety of icons that may be suitable to use (with support) with people with impaired capacity.
- Survey Monkey is one of the most well-known tools, however you must have a paid account if you want to export your data.
- Client Heartbeat is a paid version that offers some much more advanced reporting features.
While ongoing feedback about satisfaction is essential, this also may be a point in the customer’s journey to consider a deeper participation with your service. Participation form customers in the form of working groups or co design groups can provide for insightful and valuable input into service design and delivery.
Links to what others are doing
The Health Issues Centre provides a number of resources on consumer participation.