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Use of neutral response only if valid, such as Don’t know, No opinion.When you ask questions, make sure that you:●are concise●use concrete questions such as “have you recommended the client to anyone else?”●use mutually exclusive and exhaustive categories such as “how old are you? under 25, 25-35, 36-45, 46-55, over 55”●limit skip questions such as if you are not an aboriginal or torres strait islander, go to question 15●are cautious asking personal questions●group topics●order questions logically such as:●group questions from familiar to least familiar●put sensitive questions at the beginning of the survey●avoid questions that look similar●end with easy questions.●have written clear instructions●get someone to review them●pre-test the questions before sending them to your clients.Capture on-going client feedback for the review processes
Feedback not only measures the level of performance that your provider is given, it also:Promotes higher employee engagement and retentionEmployees like to be acknowledged by management. Giving feedback that is also acknowledged encourages and empowers team members to work harder and take ownership of their actions. When an employee is happy, they tend to stay with their current employer.Analyse feedback and surveys and recommend changes to service deliveryOnce a survey has been launched and received, you should analyse the results. To assist in the analysis of the data you receive take the time to collate it into a format that you can easily analyse. The reports may include:●Data that is presented in text or numbers in a table, or pictorially as a diagram, chart or graph●Text alone should not be used to convey more than two to four numbers such as setsof results presented in tables that should include text. Graphs and tables are an excellent way in which to present and summarise information where information is hard to describe●Numbers under ten should be written in words, while words from ten upwards should be written in numbers●Graphs are good to demonstrate trends and relationships, while tables are an excellent way in which to demonstrate numeric information●Graphs and tables need to be clear and it is important that you understand them so that you are able to analyse them. The number of the graph or table should inform you of the information that you are viewing and the rows and columns need to be clearly labelled. To assist you in reading the table or graph, you should write the important observations down so that you can remember them.Charts and graphsLine graphs and bar charts are good presentations of graphical information. Line graphs can fit on a single page or screen and show more detail than bar charts.Line graphsLine graphs can be utilised to demonstrate more than one relationship in the same answer.