How do we know if the services we provide really improve the lives of the people we work with? How do we know if the people we work with are satisfied their experience of our work and / or our service?

The obvious answer is to ask them.

It is generally held that the reason services exist is to make the lives of the people they serve better. However, it is not always easy for services to know if the support they provide is optimal or even effective. It’s also difficult for funders to know if people are satisfied with the services they are funding.

It is common for services ask questions such as:

  • What do people really want/ need from us?
  • Are we really focusing our efforts in the right area?
  • Does what people want match with what we are funded to provide?
  • Are there gaps we don’t know about?
  • Are our services sufficiently flexible and responsive?

Services may report on units and hours delivered, however while these may speak to the nature and quantity of services, they do not necessarily tell us about the experience of those receiving services. Ultimately, the quality of the service is judged by the people who use them.

QCOSS is undertaking a project to assist services in finding out the best way to do this for them and the people they serve.

The Client Experience project brings together a diverse group of people to:

  • Gain a better understanding customer experience and satisfaction.
  • Identify levels of customer satisfaction.
  • Identify what is important to customers in terms of satisfaction.
  • Identify different levels of satisfaction experienced.

The aim of this project is to develop a better understanding of the customer journey and provide the sector with resources, tools and information to assist them to best seek and focus there feedback and review efforts.

QCOSS is very happy to be leading this work on behalf of the sector, and for the opportunity to establish a pattern of co-design on key changes for the sector such as this.

Recent Posts

Thankyou so much to everyone who participated in this work throughout the project. While the project is complete, tge resources developed are available via the community doir website. Please follow the link to acess all information and resources. http://www.communitydoor.org.au/quality-assurance/...
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By; Tracey Lloyd, Organisational Development Manager, S.C.O.P.E incorporated The history of the world can be found in the stories that have been passed down from generation to generation. From cave paintings to cat videos that have gone viral, stories provide us with intimate knowledge of the world...
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Cheat sheets for three key feedback strategies have been developed for the following areas: Focus Groups Interviews Surveys These are can be downloaded as PDF files.
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A new service provider interview is available. The aim is to connect with each service type we work with and get their thoughts about the processes used to connect with their clients to seek feed back about their level of saitisfaction and their experiences with the services. Our interview today is...
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The first of our interviews have been uploaded. The aim is to connect with each service type we work with and get their thoughts about the processes used to connect witjh their clients and customers to seek feed back about their level of saitisfaction and their experiences with the services. Our...
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Storytelling is a wonderful way to seek feedback about your customers' experience. This can be particulalay useful if you provide services to people with impaired capacty. I've attached a resource on strategies to gathere and use stories as a form of customer experience feedback.
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Focus groups allow for informal and frank discussion among individuals who share something in common. For example, a service may choose to facilitate a focus group of customers who recently used our services as a way of learning what is working well about the service and what needs to be improved...
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Asking customers to complete brief written surveys is probably the most common strategy used by non-profit organisations to seek feedback about customer satisfaction The greatest advantages of this method of data collection include: they are easily administered; generally the customer can fill them...
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Telephone interviews are sometimes the method of choice when staff want to interview a customers after services have already been received. For example, after a customer has left the service, stopped coming to support groups or activities, left counselling services, ended his/her involvement with a...
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Face to face interviews are a fairly common way to gather information from customers. There are a number of advantages to face to face interviews: The ability to fully explain the purpose of the questions to the respondents; It is easier to clarify anything that might be unclear in the interview;...
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