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Gaining Client Feedback

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Presentation Transcript

  1. Gaining Client Feedback 1

  2. Objectives (1 of 2) • Explain the value of feedback from clients in relation to meeting their needs and expectations • Identify possible methods for gathering feedback from clients and explain the strengths and limitations of each • Explain important points to keep in mind when using a written questionnaire or survey

  3. Objectives (2 of 2) • Discuss important points to keep in mind when using interviews to solicit feedback and information from clients • Explain the difference between open-ended and forced choice questions and the value of each

  4. Techniques for Gaining Client Info & Feedback • Questionnaires • Interviews • Focus groups

  5. Creating and Administering Questionnaires • Determine the questionnaire purpose. • Identify questionnaire respondents. • Create the questionnaire. • Pilot the questionnaire. • Distribute the questionnaire. • Analyze and report data.

  6. Planning and Conducting Interviews • Determine the interview purpose. • Identify interview respondents. • Determine the interview technique. • Develop interview protocol. • Prepare interviewers and conduct pilot interviews. • Conduct the interview. • Analyze and report data.

  7. Types of Questions • Open-ended question • Forced choice question • Facts • Likert-type scales

  8. Planning and Facilitating Focus Groups • Determine the goal of the focus group • Identify the focus group members • Develop the interview guide • Conduct the focus group • Transcribe the group’s output • Analyze and report the data

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