Creating evaluation or feedback tools



Obtain and review client feedback

Creating evaluation or feedback tools 2

Importance of client feedback 2

Types of evaluation tools 2

Types of questions used in evaluation tools 3

Distributing evaluation tools 5

Helping clients complete evaluations 6

Reviewing the feedback received 7

Summary 12

Check your progress 12

Creating evaluation or feedback tools

Importance of client feedback

The use of client feedback is very useful to ensure customer satisfaction with current projects, which is an important business goal. The bigger opportunity to improve what we do is another valuable spin off in obtaining and reviewing client feedback.

Although some people consider any negative feedback as criticism, there is generally a positive aspect to it. It is vitally important that we examine the criticism and identify the areas in which we can improve. If we cannot change and improve, then we will not succeed in our business no matter which sector or industry we are in. We should approach client feedback with the attitude that we can do better next time, especially if we consider feedback as being genuinely valuable.

Types of evaluation tools

There are many ways we could gain feedback from our customers. Some methods are less formal. These may be more difficult to document and provide less valid results. Other methods are very formal processes, and we might even employ the services of an independent consultant to carry out evaluations of our service.

Informal methods include asking verbal open questions of our customers either at the time we provide goods or services, or later. We might send an email to our customers and ask them to give us any general feedback about the solution we have provided. Indeed, we might just be talking with our customers casually and ask them how they are going with the solution. All of these means of gaining feedback will provide us with some useful information. However such methods produce results that are very difficult to objectively evaluate.

Alternatively, a more formal evaluation method may be used. In this case, we would develop some type of tool to gain structured feedback. Below are some examples of more formal evaluation tools. Figure 1 is a sample letter asking for client feedback.

|Dear Customer |

| |

|As the manager of [COMPANY], I want to thank you for giving us the opportunity to serve you. Please help us |

|serve you better by taking a couple of minutes to tell us about the service that you have received so far. We |

|appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon to |

|claim ...... from any of our branches. We hope that you will accept this as a token of our goodwill. |

| |

|Sincerely, |

|[MANAGER_NAME] |

|Manager |

|19 August 20 __ |

Figure 1: Sample letter requesting client feedback

Types of questions used in evaluation tools

You can follow links to sample surveys, free survey templates and customer services satisfaction evaluations at the following websites:

• website at

• website at

Can you see that some questions in these examples are designed to provide qualitative user responses whilst other questions you are designed to provide quantitative user responses?

Questions that are designed to produce qualitative user responses produce subjective information about a user’s thoughts and feelings. Questions that are designed to produce quantitative information force the user to respond by selecting one of a range of pre-defined options. Quantitative responses allow all users responses to be accurately compared with each other. Each type of question has a value. By designing a tool with these strategies in mind you should be able to produce high quality user feedback that can be both informative and measurable.

Designing quantitative questions

You've probably filled in questionnaires that asked you to rank certain aspects of a course or a training session on a scale of 1 to 10. Or you may have been asked to say whether something was excellent, satisfactory, good or poor. In other words, your answers were limited to pre-assigned response categories. This is an example of a quantitative evaluation method.

A quantitative question then, will have a number of predefined answers which should evenly represent the range of possible responses from the very positive to the very negative.

Designing qualitative questions

In some other evaluations, your answers may not have been limited to pre-assigned response categories. You may have been asked a question that did not presuppose an answer and that allowed you to elaborate on your answer, that is you may have been asked open-ended questions rather than closed questions. The information obtained from open-ended questions is said to be qualitative. A qualitative question then, will allow a free form answer that should provide more detail on why the person is satisfied or dissatisfied.

When you design a questionnaire or interview questions, you would typically use a combination of open-ended and closed questions. Sometimes a checklist is also used. It is important to note that the quality of the answer depends mostly on the quality of the question. Make sure that each question you ask is clearly expressed and has a specific focus.

Reflect

Why would you use a variety of questions in any evaluation tool you develop?

Distributing evaluation tools

Most often the type of evaluation tool you use will determine the way it is distributed. For example, if you use an electronic form which is designed as a voting system for people to distinguish a simple yes/no response, it would be logical to use email. If you want to use a written evaluation on a variety of areas of your service, you will probably send your customer a paper-based document. If you want to conduct interviews with your customers, you would probably either have a database form on screen (if conducting a telephone interview) or a paper-based form if you were conducting face-to-face interviews. The following are some common means of distributing your evaluation or feedback tools:

• Face-to-face – either interview or written responses from customers obtained at the time the service or goods are provided

• Face-to-face – either interview or written responses from customers obtained some time after delivery of the service or goods

• Snail mail – hard copy written responses from customers sent by post

• Fax – hard copy written responses from customers

• Email – electronic written forms from customers

• Email – voting responses from customers

• Web-based surveys – forms completed on line, and submitted to your database

• Telephone – using forms to gather information provided.

Reflect

Can you think of any other ways to distribute evaluation tools to customers?

Helping clients complete evaluations

We write evaluation questions that we clearly understand. They make sense to us. Unfortunately, this doesn’t mean that other people will understand exactly what we mean. Even the mechanism for gathering client responses may sometimes confuse some people.

For example, you may have completed a magazine quiz which asked you to rate your reaction to something (like a TV program) on a scale of 1 to 10. The first question we generally ask ourselves is ‘What’s the highest rating, 1 or 10?’ So, at the very basic level we need to give instructions to our customers on our intended meaning in any rating scales we might use.

Another important factor to consider is what instructions should we provide for completing qualitative type questions. For example, if you are asking a customer to comment on their use of a new technology, do you want them to comment on how frequently they use it, or how easily they can use it, or how helpful it is to their work? Can you see how giving instructions can be very helpful to structuring the information you receive? Remember that the quality of the feedback that the evaluation tool should encourage must be the primary focus of our question design.

It isn’t difficult to write instructions for using our feedback tool because our intention is usually clear to ourselves. The important thing is to make sure we communicate our intention to the customers clearly.

Reviewing the feedback received

Getting all this feedback isn’t much use to us if we don’t do something with the information we’ve got. We need to analyse the data we get back so we can turn it into useful information that is helpful to us. As we discussed earlier, we should be able to use the information to inform us on how we went at meeting particular customer’s needs. Good evaluation tools should also let us identify ways to improve our service in the future.

Analysing the data we receive may mean making a mental note of the feedback we receive if it is from our casual conversation with a customer. However, even this type of feedback should be recorded later. This should help us to keep doing what we do well and to change what we don’t do so well. It may even alert us to a problem that requires a more formal evaluation tool.

When there is a need for a more formal summary, the information that we gain can be shared with others in our organisation. We can also do a more thorough analysis of the information.

Reflect

Study the following completed client satisfaction surveys and think about the information you may be able to deduce from the clients’ feedback.

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|CLIENT SATISFACTION SURVEY – Customer A |

| |

|Your feedback on our services is very valuable to us. Your efforts in completing and returning this survey would|

|be very much appreciated. |

| |

|Why did you contact customer service? |

|I was having a difficulty with a software program I was using which is supported by the help desk. |

| |

|What method did you use to contact customer service? |

|( telephone ( mail ( email ( fax ( other: |

| |

|How satisfied are you with the time it took us to answer your question or resolve your issue? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|( Not very satisfied |

|( Highly dissatisfied |

| |

|The customer service representative was knowledgeable and easy to understand. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was able to handle my problem quickly and to my satisfaction. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|I was treated with respect by the customer service representative. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was courteous and professional. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|How satisfied were you with the way your question or problem was resolved? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|(Not very satisfied |

|( Highly dissatisfied |

| |

|What changes, if any, can we make to improve our customer service department? |

|The customer service I received was exceptional. I could not recommend any improvements. |

| |

|CLIENT SATISFACTION SURVEY – Customer B |

| |

|Your feedback on our services is very valuable to us. Your efforts in completing and returning this survey |

|would be very much appreciated. |

| |

|Why did you contact customer service? |

|I require assistance with a recommendation for hardware to solve a particular information management problem. |

| |

|What method did you use to contact customer service? |

|( telephone ( mail ( email ( fax ( other: |

| |

|How satisfied are you with the time it took us to answer your question or resolve your issue? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|( Not very satisfied |

|( Highly dissatisfied |

| |

|The customer service representative was knowledgeable and easy to understand. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was able to handle my problem quickly and to my satisfaction. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|I was treated with respect by the customer service representative. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was courteous and professional. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|How satisfied were you with the way your question or problem was resolved? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|(Not very satisfied |

|( Highly dissatisfied |

| |

|What changes, if any, can we make to improve our customer service department? |

|Whilst I found the customer service officer courteous and professional, I was disappointed with the technical |

|skill held by that person. I expected that person to be able to give me an answer to my question, rather than |

|having to pass it on to their supervisor. |

| |

|CLIENT SATISFACTION SURVEY – Customer C |

| |

|Your feedback on our services is very valuable to us. Your efforts in completing and returning this survey |

|would be very much appreciated. |

| |

|Why did you contact customer service? |

|I needed to purchase some hardware and wanted a recommendation on brand and model. |

| |

|What method did you use to contact customer service? |

|( telephone ( mail ( email ( fax ( other: |

| |

|How satisfied are you with the time it took us to answer your question or resolve your issue? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|( Not very satisfied |

|( Highly dissatisfied |

| |

|The customer service representative was knowledgeable and easy to understand. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was able to handle my problem quickly and to my satisfaction. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|I was treated with respect by the customer service representative. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|The customer service representative was courteous and professional. |

|( Strongly agree |

|( Agree |

|( Disagree |

|( Strongly disagree |

| |

|How satisfied were you with the way your question or problem was resolved? |

|( Exceeded expectations |

|( Highly satisfied |

|( Satisfied |

|(Not very satisfied |

|( Highly dissatisfied |

| |

|What changes, if any, can we make to improve our customer service department? |

|The customer service officer was not willing to make a recommendation regarding brand or model for the |

|equipment I wanted to know about. While the person was pleasant enough he did not seem to have the technical |

|skill required. |

Feedback

What information can we deduce from these evaluations?

There is a lot of information to be gained from these surveys. One important point to make is that you would need to take a considerable sample of evaluations (much more than three) to draw conclusions about how to change your service. However, from those shown above we might draw the following conclusions:

• Customer A is satisfied with the solution provided.

• Customers B and C are not satisfied with the solution provided and we may need to follow up their service to ensure we keep them as customers.

• We need to investigate the differences in knowledge of customer service staff regarding software and hardware.

• It seems that software issues are better handled that hardware.

• We may need to provide some training on technical knowledge related to hardware. We may need to review a policy which says that customer service staff should not make recommendations on hardware purchases.

• It seems the communication skills of the customer service (help desk) staff range from good to very good.

• 1 out of 3 customers (33%) are satisfied with the service they received.

Summary

We’ve covered four aspects of obtaining and reviewing client feedback. We started with creating and distributing evaluation or feedback tools where we considered some examples; the types of questions; how to design them as well as some ways of conducting evaluations. Then we discussed how to help clients to complete evaluations by providing clear and easily understood instructions. This is essential because although you might think feedback forms are self-explanatory, often the clients won’t. Finally we discussed how to review the feedback we receive. There are a number of reasons for this. From client feedback, we can identify ways to improve our customer service as well as identify any training or support needs our customers might require.

Check your progress

Now you should try and do the Practice activities in this topic. If you’ve already tried them, have another go and see if you can improve your responses.

When you feel ready, try the ‘Check your understanding’ activity in the Preview section of this topic. This will help you decide if you’re ready for assessment.

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