Innovative methods for service follow-up & evaluation?

Innovative methods for service follow-up & evaluation?

User profile image Jennifer - EENet Ninja

in Community voices and knowledge sharing |

Has anyone used any innovative methods or formats for service evaluation or follow-up surveys with clients that have resulted in improved response rates?


User profile image Suruthi Ragulan - Member / Membre

We are also exploring the same on my team, but one of the ways we want to trial is giving folks time within the session to complete the survey. Having them do it there and then seems like the best way to improve numbers.

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Hi Jennifer, 

Here are some ideas / strategies that I've used (as an evaluator who is always trying to increase survey/assessment response rates):

  • providing time and/or private space for clients/participants to complete surveys at the end of the session (this approach has been key to increasing completion rates)
  • providing assistance to complete the form (e.g., reading out questions and recording answers for clients/participants who may require or benefit from this level of support; this approach has confidentiality/participant comfort considerations but I've used it successfully before in an appropriate context). 
  • providing food, refreshments, gift cards, and other forms of incentives (e.g., ballot to enter a draw for a larger value prize) (this has also been a key strategy)
  • for longitudinal surveys: increasing the incentive over time (e.g., Survey 1: $10, Survey 2: $15, Survey 3: $20, etc) and an additional incentive (e.g., extra $10) for completing all surveys/assessments
  • for youth (and could work for other age groups): replacing the paper/electronic survey format with easy to implement interactive approaches (e.g., token surveys)
  • using Kahoot! and other similar interactive/gamified quiz apps
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User profile image Sarah - Member / Membre

Sara, I love the Kahoot idea for youth! Research backs up all these suggestions.  One of the key things seems to be issuing reminders according to this article.  This Qualtrics help page offers some advice as well, and what is fun here is that they draw on psychological concepts like cognitive dissonance and self-perception theory.

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