Hello and Happy New Year!
Washington State is planning to implement a post-closure survey. This is intended to be different and separate from a satisfaction survey. At closure, we provide an anonymous satisfaction survey asking generic questions about the services they received. (Were the beneficial, timely, etc.) This survey focuses on how the customer feels. The new survey we are considering would focus on the impact that services actually made over a period of 6 months. The goal of this survey is to identify the long-term impact that this program makes to the lives of our clients.
I’m wondering how your state measures impact and outcomes. What types of questions do you ask? (Would you be willing to share them with me?) How do you implement your survey? How do you choose who you survey? What experiences have you had and what lessons have you learned conducting something similar?
Thanks in advance for taking the time to respond!