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ARCHIVED - Service Improvement Initiative - Toolbox


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Sample Client Feedback Strategy

Continuous Feedback Strategy - sample

Data required

Method

Frequency

Responsibility

Citizen expectations and needs

Focus groups

Annually

Director, Strategic Planning
Client satisfaction

Exit survey

Postal survey

Continuous

Annually

Front line staff

Director, Client Services

Client priorities for improvement

Exit survey

Postal survey

Continuous

Annually

Front line staff

Director, Client Services

Client complaints

Complaint management system

Semi-annually

Director, Client Services
Employee satisfaction

Short electronic employee survey

Semi-annually

Director, Human Resources
Employee ideas for improvement

Quality circle meeting

Bi-monthly

Director, Client Services