Emma Taylor, who works in self-directed disability support, talks about her use of a survey as a tool to gather customer feedback.

Marlene Butteriss from the Queensland Council of Social Service (QCOSS) interviewed Emma as part of the customer experience project.

The customer experience project aims to:

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

To find out more and to join the conversation join us on the Customer Experience Network Space

Transcript

Marlene: Hi Emma, thanks for joining us today to talk about your recent survey as part of the Customer Experience project. Can we start by you telling me a little bit about the services you provide?

Emma: So we are a host provider for the ‘Your Life Your Choice’ program. We provide a host service for people with disability and their families who are self-directing or self-managing their funding, and we act as a financial intermediary between people with disability and the Department of Communities, [Child Safety and Disability Services].

Marlene: So just to clarify, the type of people you provide services to are people with a disability, is that right?

Emma: Yep

Marlene: Is that intellectual disability?

Emma: All kinds of disability.

Marlene: And the people that you provide a service to, the people with a disability, do they have friends and family involved in your service too by the sounds of it?

Emma: Yep, they do.

Marlene: So who then do you define as your actual customer? 

Emma: So our customers are people with disability, if they are self-directing or self-managing, or it could be their family member, usually their mum or dad if they’re under eighteen, who’s acting on their behalf.

Marlene: Ok. So what type of tool did you use, then, to seek feedback about the customer’s level of satisfaction?

Emma: We used a survey with scaled questions, so agree and disagree, and four short answer questions. 

Marlene: So what was your thought process behind choosing a survey?

Emma: We thought it would be the most effective way to seek feedback. The families we support live in very [diverse] geographical areas, so we decided a survey would be the most effective way to engage with the largest amount of the people we support, and we really wanted to find out what they want from our service.

Marlene: So how did you come up with the questions you wanted to ask, or the information you wanted to get from them?

Emma: So we met as a team, we’re a very small team, and had a brainstorming session to determine what the questions would be. We thought about what the services we currently provide are, and mapped out the specific areas we wanted to know how we’re doing. We also included some short answer questions at the end so people could leave comments or feedback about our service.

Marlene: So what was the outcome of the whole process, how did it go for you?

Emma: We were really pleased with the outcome, we got some really valuable feedback and we were able to change an internal process as the result. We found out some of the areas we were doing really well in, and things not to change, and the areas we can improve in as a direct result of the feedback. 

Marlene: What were some of the challenges you faced in the process?

Emma: The response rate was one of the challenges, we had a 34% response rate, so we tried to get as many people to respond as possible, but unfortunately we didn’t get the rate we were expecting.

Marlene: So you provide services to people with a disability, how did you go, how did you consider how you were going to capture their feedback if they had impaired capacity, or did you consider things like low literacy skills or aging concerns or families from CALD backgrounds?

Emma: Yes, we used a variety of methods: phone calls, paper copy of the survey, an online version. We actually had someone who did make a mix up with the agree/disagree, that person has an intellectual disability, but she realised and phoned later to change her answers. 

Marlene: What were some of the opportunities that came from the process?

Emma: We had the opportunity to change a process as the result of the feedback. We weren’t aware that the process was flawed in the first place, so thanks to the survey we were able to change that really easily. 

Marlene: Do you have any advice or suggestions for other services who think that they might want to use a survey as a tool to seek feedback from their customers?

Emma: Yep, be clear about what you want as a result of the feedback, and why you are asking those specific questions.

Marlene: Great, thanks for joining me again today Emma.

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