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Collecting data on client experiences with your information service is crucial to understand if desired outcomes have been achieved.
| Participation – This is also required to ensure accountable programming which collects and responds to client feedback. |
Data collection is recommended at a minimum every six months, for example by integrating questions into wider client feedback exercises or conducting standalone surveys.
| NOTE - However, it can be difficult to re-reach clients who have accessed information services to administer the survey, as teams often don’t collect contact information for clients unless they need to follow up with them to close the loop on their information request. Therefore, you might conduct continuous data collection. To do this online, you might send a link to a digital survey after closing every two-way interaction and/or post a survey link for feedback on an online page (for example, on your website or Facebook page). Offline, you might consider adding a question to Tool 27. Two-Way Communication Data Collection Form Template, to seek consent to contact the client to obtain their feedback and document their contact information. You can also ask if a client has accessed your services before and administer the survey at the time of contact, keep paper surveys at an information desk, or conduct exit interviews, for example. See Tool 36. Client Satisfaction Survey Template for more information. |
Collecting data on client satisfaction informs the following indicators:
| Level | Result | Indicator |
|---|---|---|
| Outcome | Clients are better able to access services, stay safe, know and claim their rights, make informed decisions, and/ or feel a sense of control or at ease in their environment (information is useful). |
% of clients reporting that the information from the responsive information service was useful for them % of clients reporting that information from the responsive information service helped them to access a service % of clients reporting an improved understanding of their rights and legal entitlements because of the Responsive Information Service % of clients reporting that the information from the responsive information service helped them make a decision or solve a problem % of clients who feel that they can plan for their safety because of information from the responsive information service % of clients reporting that the information from the responsive information service made them feel less anxious or more at ease in their environment |
| Intermediate outcomes |
Clients trust information provided by the Responsive Information Service |
% of clients who report that they trust the responsive information service as a source of information % of clients who report that they would share information from the responsive information service with friends or family % of clients who report that the information shared by the responsive information service is accurate % of clients reporting that the responsive information service team members care about their situation, want to help, and are respectful |
| Clients understand information | % of surveyed users who report that the information they received from the responsive information service was easy to understand |
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Qualitative data can also be collected early in implementation, when surveys are not possible, or to complement findings from Client Satisfaction Surveys.
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