Guideline 5: Measuring client feedback
This guideline provides services with advice about how to collect feedback from clients about their experiences engaging with the service.
What is client feedback?
Client feedback is what people tell you about their experience of your service — what they liked, what didn’t work for them, and how things could be better. It helps services understand how well they are meeting clients’ needs, and whether the activities and outputs they provide are delivered in a way that is respectful, accessible, and appropriate.
This kind of feedback focuses on the quality of what was delivered — for example, the responsiveness of staff or the clarity of communication — rather than on the impact of the service. Evaluating impact (for example, changes in behaviour, wellbeing or recidivism) is covered in Guideline 6.
You should use this resource as part of:
- Stage 2 of the workflow map, Create your project plan to select data sources and design data collection tools
- Stage 3 of the workflow map, Collect data to collect client feedback.
To understand where you should use each resource read the full workflow map [PDF 1.55MB].