Introducing FeedbackMatters™

Measuring and improving service user satisfaction is increasingly important in the delivery of both public and private sector services.

Crocodilio has developed a unique, co-brandable, solution – FeedbackMatters™ – that allows service organisations to quickly, accurately, and effectively gather and analyse the views and feedback of their service users. Designed originally for use in healthcare environments, to capture patient satisfaction information, the service is equally applicable to other service setting – including Local Authority, Police, and Education.

Perhaps most importantly, the system is unique in its ability to offer:

• Relevant questions to each user
• Patient/service-user focused branding
• A genuinely inclusive approach, with considerable effort made to avoid exclusion
• Banking grade communications and database security
• The most advanced user verification / anti-gaming system currently available... giving you the maximum possible confidence in the validity of responses, whilst requiring no personal data
• Seamless integration with multiple teams within your organisation – including patient/client liaison, frontline service provision, and commissioning – maximising the value of data collected whilst avoiding significant additional work
• Advanced analytic/reporting tools using statistical process control, six-sigma, and benchmarking methodologies – all supported by audit quality data control/management to ensure data integrity. These give insight into real opportunities for targeted improvement... rather than simplistic, unfocused, “star” type ratings of largely unscientific derivation
• Low total cost of ownership... making large scale satisfaction monitoring viable

...perhaps best of all, FeedbackMatters™ is delivered in a way that requires no complex hardware or software maintenance... keeping costs further under control and making implementation simple.

FeedbackMatters™ has been designed to support both patients/service users and professionals and, recognising that users have different needs, offers multiple response channels – with online and kiosk based electronic feedback systems running our proprietary SmartQuest™ “context engine” (that ensures only relevant questions are presented to respondents) backed up by paper based responses processed in a cost-effective and timely manner. This avoids discrimination against users without access to internet technologies – but sidestepping much of the cost and imprecision normally associated with large scale paper based surveying techniques.

FeedbackMatters™ is the most secure feedback system available

The technical aspects of FeedbackMatters™ have been developed by a team with extensive banking system development experience. We don’t take chances with data... whether in transit or held in our database.

We are unaware of any other online systems using banking grade server validation and encryption techniques for all communications... irrespective of whether or not personal data is being transmitted or held. Importantly this takes place seamlessly with no user input.

Which services can users leave feedback on?

FeedbackMatters™ only gathers feedback on the services actually used by respondents – maintaining the focus on their most recent experience so that improvements can be tracked in real time.

Since we believe it’s important that feedback forms an integral part of improvement activities, and that overlooked public feedback can unfairly damage an organisation’s reputation, we don’t allow the posting of generic feedback on services delivered by organisations not actively using FeedbackMatters™ services.

And if clients need further support performing analysis or driving improvement...

Crocodilio’s team is able to provide analytic, technical, and operational support to enable clients to make meaningful improvements in patient/service user satisfaction. The team includes experienced process improvement and change management professionals – supported, where appropriate, with clinical personnel – who understand the key drivers of (and barriers to) satisfaction.