How could the organization help to encourage more use of the feedback channels?
An organization has encouraged users to offer feedback about their experience of a service via email or the user portal. This worked well for a while, but the feedback has slowed down. How could the organization help to encourage more use of these feedback channels?
OPTIONS
- Produce regular management reports showing number of feedback reports received and trends over time
- Ensure that all feedback is anonymous so that users feel more confident in sending their comments
- Encourage users to send feedback via social media and instant messaging
- Provide a response to all feedback and share improvement initiatives with the users
ANSWER
Provide a response to all feedback and share improvement initiatives with the users
EXPLANATION
To share feedback, stakeholders must feel secure and confident that it will receive attention and ensure that all feedback gets a response otherwise the next time they are asked, stakeholders may be reluctant to provide it.
