Increase feedback responses
How to drive improvements through feedback.
A good friend and I love getting together every few weeks to discuss how we go about driving improvements in our settings. Our latest discussion was around how to increase staff feedback over time. The following suggestions, some that may not be new to you, are key to driving improvement:
Request feedback often but not too often - you should be able to work out your limits!
Ask only for things that really matter and will in turn drive improvement.
Make the request simple. Seriously simple. What worked well? and Even Better If? are generally all you need.
Don't dumb the survey down by asking about how the food or room was. If it matters, they'll use the final comment box.
When analysing feedback:
Don't discount perspectives. They all make up the big picture of what's happening on the ground.
Dig deeper for understanding. Observe, follow up, investigate if you must.
Follow up face to face without judgment and in safe comfort zones for individuals that have said something that is concerning, or you want to hear more about.
Communicating:
When you communicate strategies, plans, initiatives, or any kind of change make sure you say something along the lines of:
"We heard what you said and have made these changes..."
In fact, wherever possible if there is a link to the feedback then say it out loud, and often. "What you said matters, so we have...". Use statements from the feedback that drove decisions or further investigations.
Simple steps really but sometimes forgotten. Over time, as your community trusts that their feedback is being heard you should see an increase in responses.
If someone responds to feedback, regardless of if you believe it's positive or negative, they care enough about what is happening. They are giving you an opportunity to create a cohesive forward-thinking environment.
Increase feedback over time by letting people in your community know that their perspective matters.
Fluted Cape, Bruny Island in Tasmania