How Complete Is Your Feedback Loop?

15 Questions | By AshokaChangemake | Updated: Mar 21, 2022 | Attempts: 168

What if your organization was as feedback-driven as Yelp or Amazon? Take this quiz to learn how to master the art of closing the feedback loop.

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Buy-In

You have the support of all stakeholders.

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Start this quiz to find your result.

Questions and Answers

1.

The service-provider's decision-makers (government, non-profit organization, or other:
- A.
  
  ask for more information about constituent feedback
- B.
  
  Reference feedback in strategy meetings
- C.
  
  Account for feedback collection methods in budgeting
- D.
  
  Informally talk with constituents
- E.
  
  Make a plan to discuss the results of the feedback
- F.
  
  Create discussion groups with constituent communities
2.

The constituents:
- A.
  
  Have strong opinions about service provision in their communities
- B.
  
  Talk amongst their friends and families about quality of local services
- C.
  
  Actively look for avenues to share their thoughts with service organizations
- D.
  
  Give feedback to service organizations
- E.
  
  Informally talk with service organizations
- F.
  
  Regularly work with service organization to improve local services
3.

We use feedback results as the basis to hold further discussions with constituents.
- A.
  
  Never
- B.
  
  Sometimes
- C.
  
  Always
4.

When designing the feedback process,
- A.
  
  We test the process locally and iterate upon it before fully launching
- B.
  
  We make a note of biases so that they can be accounted for during analysis
- C.
  
  We allow respondents to remain anonymous, if they would like
- D.
  
  Questions are written in a way that is respectful of constituents, for purposes that they understand and endorse
- E.
  
  Decision-makers know how they can use the answers for every question asked
5.

We have created at least one method for gathering constituent opinion.
- A.
  
  No
- B.
  
  Yes
6.

The method (i.e. survey, focus-group discussion, stakeholder working group)
- A.
  
  Is implemented by a suitable party, be it a trained community member or third party
- B.
  
  Begins by explaining the purpose and purpose of the method to constituents
- C.
  
  Asks constituents clear, targeted questions (i.e. What prompted you to stop using our service?)
- D.
  
  Asks constituents to evaluate the services they experience based on multiple factors (service importance, service quality, relationships, and outcomes)
- E.
  
  Includes a question about how constituents really feels about the service organization (i.e. in business, many use the Net Promoter Question: e.g. "How likely are you to recommend ABC Services to a friend or colleague?")
7.

We separate the analysis of our data based on respondents'
- A.
  
  Different demographic variables (i.e. age, gender) to understand what different groups think about the same issue (disaggregation)
- B.
  
  Different levels of satisfaction (segmentation)
8.

We compare our responses (This is rare! The field is just getting going. Click here to find resources to help you benchmark.)
- A.
  
  With past responses to assess change over time (benchmarking)
- B.
  
  With those of our peers in the sector (benchmarking)
- C.
  
  With other sources of data, including narrative feedback (i.e. interviews, focus groups) and outcome data (i.e. employment rate, infrastructure improvement) (triangulation)
9.

We summarize the responses in clear conclusions and simple visual representations that maximize understanding.
- A.
  
  Never
- B.
  
  Sometimes
- C.
  
  Always
10.

When sharing our findings we publish the feedback on an easily accessible public platform.
- A.
  
  After Some Delay
- B.
  
  Quickly
- C.
  
  In Real Time
11.

When learning more about our results,
- A.
  
  We hold open conversations with constituents about our findings
- B.
  
  We talk with respondents to understand the motivations, causes, and reasons for the responses
12.

When discussing the results of the feedback,
- A.
  
  We engage all key decision makers and ask them to think about what the feedback is saying and how they would respond
- B.
  
  We talk with a representative sample of constituents to help us understand how accurately the responses reflect local opinion
- C.
  
  We encourage decision-makers and constituents to co-create actionable recommendations and timelines
- D.
  
  If there are disagreements, we have decision-makers and constituents explain to each other why certain changes are not feasible
13.

The service-providing organization has experience in making small, iterative steps and testing them before making larger changes.
- A.
  
  Never
- B.
  
  Sometimes
- C.
  
  Always
14.

When we talk with decision-makers (i.e. those who can change services)
- A.
  
  We present and propose specific changes
- B.
  
  We agree on practical ways of improving the service or relationship
- C.
  
  We see timely responses to our recommendations
15.

We monitor whether the feedback has led to action and improvement by
- A.
  
  Following up with the decision-makers on their progress
- B.
  
  Checking to see that this progress is reported back to the constituents
- C.
  
  Monitoring responses to see if the constituents agree that the issue has been addressed
- D.
  
  Asking constituents whether the corrected response is sufficiently working
- E.
  
  Supporting decision-makers in institutionalizing the feedback loop