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APA
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Social Sciences
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Essay
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English (U.S.)
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Topic:

Satisfaction Survey and User Feedback

Essay Instructions:

• Do you think the survey successfully measures the quality of the program? Why or why not?
• What is one survey question that you would retain, and what is one question you would change or eliminate and why?
• If you were to conduct a focus group to gather additional information about the quality of the program, what is one open-ended question you would ask to measure the quality of the program and why?
• Resources
• Kettner, P. M., Moroney, R. M., & Martin, L. L. (2017). Designing effective programs (Table 8.7: Dimensions of quality) Download Designing effective programs (Table 8.7: Dimensions of quality). In Designing and managing programs: An effectiveness-based approach (5th ed., p. 147). SAGE.
Copyright 2015 by SAGE Publications, Inc. Reprinted by permission of SAGE Publications, Inc via the Copyright Clearance Center. Licensed in 2021.
• Kertesz, S. G., McNeil, W., Cash, J. J., Desmond, R., McGwin, G., Jr, Kelly, J., & Baggett, T. P. (2014). Unmet need for medical care and safety net accessibility among Birmingham’s homeless.Links to an external site. Journal of Urban Health: Bulletin of the New York Academy of Medicine, 91(1), 33–45. https://go(dot)openathens(dot)net/redirector/waldenu.edu?url=https://doi(dot)org/10.1007/s11524-013-9801-3
• LeeAnn Shan, & Matt Sandler. (2016). Addressing the homelessness crisis in New York City: Increasing accessibility for persons with severe and persistent mental illnessLinks to an external site.. Columbia Social Work Review, 50–58. https://go(dot)openathens(dot)net/redirector/waldenu.edu?url=https://doi(dot)org/10.7916/D8794GRG/download
• The Community Toolbox. (n.d.-a). Community assessment: Section 6. Conducting focus groups.Links to an external site. https://ctb(dot)ku(dot)edu/en/table-of-contents/assessment/assessing-community-needs-and-resources/conduct-focus-groups/main
• The Community Toolbox. (n.d.-b).Community assessment: Section 13Links to an external site.. Conducting surveys. https://ctb(dot)ku(dot)edu/en/table-of-contents/assessment/assessing-community-needs-and-resources/conduct-surveys/main
• Twersky, F., & Reichheld, F. (2019). Why customer feedback tools are vital for nonprofitsLinks to an external site.. Harvard Business Review Digital Articles, 2–5.

Essay Sample Content Preview:

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I think the survey successfully measures the program's quality for specific reasons. The satisfaction survey measures user perception of the program's ability to respond effectively to their concerns and questions in time. For example, the survey results established that only 10% of the program users indicated that the staff attended to their issues promptly. According to Twersky and Reichheld (2019), user feedback is crucial because it shapes the program, augments the quality of services delivered, and supports the staff in doing their jobs better. Also, the survey provided critical user feedback for client inclusion because 0% strongly agreed that the staff treated them with respect and dignity and demonstrated respect for their cultural beliefs and background (Hart City, n.d.). This implies that the survey offers critical insights for quality improvement and questions inclusivity in service delivery.
I would retain the survey question seeking to establish whether the program and the services delivered are inclusive of the user's cultural values and background. This question supports program design and the need...
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