How does FeedbackMatters™ work?
FeedbackMatters™ gathers continuous feedback from your service users – yet in a way that makes gathering site-wide and feedback in the community an affordable proposition. There are 5 key elements to the FeedbackMatters™ solution:
Together these elements combine to deliver the first, and only, consumer branded large-scale feedback system designed to deliver rich information, derived from audit quality data, to allow targeted service improvement. Exploring each of these in turn you can see how FeedbackMatters™ provides unrivalled insight to your entire service user base, whilst ensuring security, integrity, and relevance all go uncompromised. 1) FeedbackNumber™FeedbackNumber™ is just one example of how our system has been thought through from the user’s perspective... with our goal being to make the process of leaving feedback as simple as possible. Giving service users a unique response number isn’t new. Historically they’ve been lengthy – to the point of being difficult for respondents to use. We’ve seen examples in healthcare settings of these being up to 30 digits long by the time “validation” numbers are included... FeedbackNumber™ is different. It’s short. With FeedbackNumber™ we’ve also considered how you make life easier for users (especially those with impaired vision). As a result FeedbackNumber™ is a short code produced in a highly readable form that users provide when leaving feedback. Its construction is such that it eliminates character ambiguity, requires no grasp of the English language to use, and is even constructed in such a way as to avoid accidental expletives... and there’s no need to worry about FeedbackNumbers running out. Our codification structure is such that this will never happen. The supply and/or use of a FeedbackNumber™ does not require any personal information to be provided to the FeedbackMatters™ system... but is one important ways in which we know that responses are genuine. ...and with SmartQuest™ there’s no need for users to enter further validation codes or choose the right question set. 2) Multi-channel data entry solutionsGathering feedback is arguably the most important part of the system. So we deliberately make it easy for service users. FeedbackMatters.org, our secure website, is the favoured response channel. Cleanly designed and simple to use, it provides respondents with a way of leaving feedback at a time of their choosing. Being self-administered FeedbackMatters.org is subject to little response bias. Needless to say, a version of FeedbackMatters™ tailored to mobile users also exists. However, recognising that not all users can access internet solutions, we offer a range of complementary channels by which feedback can be left. FeedbackKiosk is a bespoke touchscreen solution – ideal for your high traffic areas – that provides a similar user experience to FeedbackMatters.org... but branded to catch the eye and encourage interaction. In our opinion, other touchscreen kiosks (derived from “point of sale” technology) simply don’t measure up... yet often cost more. Usefully, FeedbackKiosk does not usually require connection to your network infrastructure. One less thing for IT to worry about. Click here for more information Traditional paper may be out of fashion but is, in our view, the only way to reach certain user groups – especially elderly users in community settings. Our paper channel sits alongside our electronic channels with data entered, for viewing via your FeedbackConsole, within 2 working days of receipt. Importantly, by using paper as a “support” channel, we keep the costs lower than you probably previously thought possible... but still leverage the FeedbackMatters™ branding to encourage user responses. Handheld/tablet devices are popular in certain circumstances – particularly in hospital settings – where capturing responses face-to-face is viewed as useful. Whilst we don’t advocate relying exclusively on this technology, we agree that it has a valuable role to play... and have a number of options available should your organisation wish to explore this channel in more detail. Inbound SMS (text messaging) allows users to leave feedback whilst “on the go”. Less detailed, but nonetheless valuable, this channel helps capture feedback from younger (often hard to reach) service users. 3) The SmartQuest™ context engineOur patent pending SmartQuest™ technology ensures that only the most relevant questions are asked via our electronic feedback systems. Using SmartQuest™ we can go both broader and deeper in our questioning than would otherwise be possible... whilst presenting respondents with only relevant questions helps avoid boredom and “failure to complete” issues. SmartQuest™ also ensures the validity and comparability of responses – even between different organisations, sites, and specialities... something that isn’t possible where systems allow clients to design their own questions rather than draw on banks of carefully developed question sets. This is particularly relevant to healthcare organisations wishing to understand variation – and its causes – between sites/departments... yet where asking the same old questions to all respondents is likely to lead to incomplete, inaccurate, or abandoned surveys. Importantly, SmartQuest™ allows detailed questioning and reporting of information at a deparmental, team and ward level. Whilst other solution providers may appear to offer a similar range of response channels, SmartQuest’s proprietary technology is only available as part of FeedbackMatters. 4) FeedbackWarehouse™All feedback solutions require a mechanism for storing responses... either small local databases or a smaller number of larger data warehouses. With FeedbackWarehouse we’ve gone down the latter route for a number of reasons. First, database management isn’t for the faint hearted. By offering a managed service, we take care of all database related issues – design, structure, maintenance, backup, development – reducing the need to further load overstretched IT teams. This approach also eliminates the need for you to purchase and maintain your own database server solutions which, as any IT team will tell you, tend not to be cheap! Second, remember how SmartQuest’s powerful contextualisation functionality allows only the most relevant questions to be asked to respondents? Well, when SmartQuest™ does this, it draws on a comprehensive bank of questions. So what? These questions are categorised to allow (anonymised) benchmarking between sites/organisations. But you can only easily do this if all data is accessible from a single secure location. FeedbackWarehouse is this secure single location. And when we say secure, we mean it. FeedbackWarehouse has been designed by developers with years of experience designing and deploying systems for major international banks. They know what they’re doing. Finally, we have scalability and reliability. FeedbackMatters™ is designed to allow continuous monitoring of service user satisfaction... this results in a dataset that grows rapidly as more clients deploy FeedbackMatters. By centralising data we manage infrastructure capacity and “redundancy” at appropriate levels. As a result, our systems never run at more than 70% capacity. They’re there when you, and your service users, need them. 5) FeedbackConsole™With FeedbackConsole™ we’ve spoilt your fun. No more endless hours fiddling with data to try to make sense of it. We’ve done all that for you. Sorry. Seriously though, what most clients want is information. Not yet more data. So we’ve designed FeedbackConsole™ to make it easy to get to that information and use it in your day to day business. It saves time and increases impact. What’s more, we know that different individuals need different information. So FeedbackConsole™ offers different types of view to different types of user within your information. For example, your Directors can view performance and trends across the entire organisation... whereas team leaders can (at your option) be restricted to information relating solely to their team or department. Our design concept for FeedbackConsole™ is simple. The most appropriate information presented in the most appropriate ways. Although recognised in process industries as powerful tools, sparkline and bullet charts are all but unknown in the service sector. Trust us, you’ll find FeedbackConsole™ a revelation. None of the gimmicky dials and gauges that some “dashboard” designers seem to love... just clear, easily understood, information at your fingertips. Want to know more?What else can we tell you about FeedbackMatters? Try our Why use FeedbackMatters™ page... or alternatively drop us a line via our contact form. We’d be more than happy to talk you through the full FeedbackMatters™ service. |
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