How is your organization collecting feedback from the people you serve?

Other means

How is your organization using feedback from the people you serve?

To identify bright spots and enhance positive service experiences, To inform the development of new programs/projects, To strengthen relationships with the people we serve

With whom does your organization share the feedback you got from the people you serve?

Our staff, Our board, Other means

How has asking for feedback from the people you serve changed your relationship with them or shifted power - over decisions, resources, rules or in other ways - to them?

Asking for feedback gave our constituents the opportunity to tell us the agreed, disagreed, or were disappointed but understanding of the change. A surprising benefit was the reassurance that it was the right decision once we were able to understand just how many people tolerated, but didn't particularly like the old way we were doing things.

What challenges does your organization face in collecting feedback from the people you serve?

We don't have the right technology to collect and aggregate feedback efficiently

Briefly describe a recent change that your organization made in response to feedback from the people you serve.

We have recently initiated a leash requirement for visiting dogs. In the past well behaved dogs were allowed to be off leash. This was a very popular feature of the Arboretum, but we knew that there were some who didn't appreciate it. In initiating the policy we made sure to provide the opportunity to give feedback. The results have been surprisingly supportive of the change. It turns out that the population who did not like the off-leash policy was much larger than we realized.