My thanks to all those who responded to my enquiry about gathering positive feedback. Here is a summary of people’s responses and some of my own research:
Keep it simple, make it personal
“Consumers place the most trust in their peers…period. Customer testimonials are the most convincing way to persuade prospects that the company’s products and services are valuable.”
“Keep it simple and quick to complete
Emulate star ratings like you see on Amazon, EBay, etc.+ optional comment box
Strike while the iron's hot - at the point of delivery”
The best feedback questions don’t require too much time or thought from the customer. Questions vary depending on the business and product, but the ultimate question every company should ask is: “Would you recommend this product to a friend? Why or why not?”
“Keep it short. Most will leave a survey if it’s longer than five questions.”
“Customers won’t search for ways to share their positive opinions. Make contact information and comment forms easily accessible in order to encourage [users] to share their thoughts. Email links to real people (i.e. [log in to unmask] instead of [log in to unmask]) can reassure customers that their voices will be heard.”
“People relate better to stories (I did an advocacy MOOC a while back and stories featured strongly) so I wonder whether crafting a couple of library stories would be a way of being memorable”
Don’t be shy
“You will be amazed how many people are willing, if asked, to write a personal testimonial and positively astonished at how favourable the content of these testimonials can be. The fact that you solicited the testimonial should not take away from its value, think of it instead as simply providing another mechanism by which users can tell you what they think.”
KfH Work in progress
The Value and Impact task & finish group from Knowledge for Health Care is currently working on a standardised impact form to be used across the NHS. It is just at testing stage at the moment with a view to launch by the end of March.
You can keep up to date by following the blog: http://kfh.libraryservices.nhs.uk/
In the light of all this I will be making some revisions to my draft form. I particularly like the idea of case studies and personal stories.
Best wishes,
Sam Piker
Assistant Librarian
Trust Library
Education Centre
The Hillingdon Hospitals NHS Foundation Trust Pield Heath Road Uxbridge Middx UB8 3NN
Tel: 01895 279250 (internal ext: 3250)
Fax: 01895 234150
Email: [log in to unmask]
Web: http://www.thh.nhs.uk/services/library/index.php
Keep up-to-date with our current awareness service at:
http://www.protopage.com/hillibcas#Untitled/Home
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