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Gaining Client Feedback

Learn the value of client feedback, methods for gathering feedback, and important points to consider when using questionnaires, interviews, and focus groups. Find out how to create and administer questionnaires, plan and conduct interviews, and facilitate focus groups. Explore different types of questions and their value in gathering information.

thomascdavis
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Gaining Client Feedback

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  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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