Hearing Our Clients in 2021
GSS clients—our most important service advisors.
Getting feedback from customers is vital in business settings. But is that useful in nonprofits like GSS? Absolutely. Here's how we do that now and how you can help in 2021.
Do you know the 3 formal methods GSS currently uses to gather client feedback? Here they are:
Annual fall client focus groups. The CEO or Directors meet with clients in different programs for feedback on key areas like safety, communication, and services. Based on input, action plans are prepared and become part of next year’s Operations Plan.
Satisfaction surveys. Programs ask clients to complete satisfaction surveys at different times throughout the year. Results are compiled into a dashboard, reviewed and reported to Board. (See the latest summary of client survey responses in the dashboard below.)
Client and Family Advisory Council (CFAC). The Council started in 2019. Current and alumni clients meet with GSS leaders twice a year to review and give feedback on anything from policies to the challenges of being newly housed. Council recommendations are followed up on before the next meeting.
Latest client satisfaction survey results for the past 6 quarters with survey questions.
Much time and effort go into getting this feedback. Is it worth it? Check out this list of seven reasons why customer (client) feedback is important to businesses (programs/services)*. Which ones apply to your program or to GSS as whole?
1. Client feedback helps improve programs and services.
2. Client feedback helps you measure client satisfaction.
3. Collecting client feedback shows you value their opinions.
4. Client feedback helps you create the best client experience.
5. Client feedback helps to improve client retention.
6. Client feedback is a reliable source for information to other clients.
7. Client feedback gives you data that helps in making service and business decisions.
They all apply don’t they? So, it makes sense to keep doing the client focus groups, satisfaction surveys, and Advisory Council. But what about other less formal (and more frequent) ways to hear and learn from clients?
That’s where you can play an important part. As you interact with clients, you already hear comments that could lead to some type of service or agency improvement. Taking a minute to talk casually with individuals about an onsite experience they’ve just had could lead to some interesting ideas.
Do pass ideas and feedback on to supervisors or managers so we can make our clients’ experience better and better. Help 2021 be a year of listening even more to clients—our most important service advisors.