Voice of the Customer in Disability Services
Piloting an accessible, on-site feedback tool for one of Australia's leading disability services providers to capture customer voice and improve services.
Context
Arcadia Social Research, in partnership with Customer Feedback Systems (CFS), worked with one of Australia's leading disability service providers to pilot an accessible, on-site technology solution for collecting customer feedback.
The goal was to ascertain if short, accessible surveys – delivered via touch‐screen devices – could effectively capture customer voice, inform service improvement and enhance overall experience.
Approach
Arcadia designed a rotating suite of Easy English survey questions corresponding to reportable service standards to field test, including new concept KPI measures. Surveys were designed to be as accessible as possible, including simple answer frames and colour-coded buttons, and text-to-voice and voice-to-text functionality.
People with lived experience of physical and cognitive disability were consulted through the design process, including cognitive testing of the surveys with customers on site. Feedback from site staff was also collated for a full 360-degree review of the technology.
Result
The pilot achieved robust engagement and positive ratings from customers, and service insights that were largely in line with expectations from historic data (collected via face-to-face methods). With a successful first pilot, a wider pilot of more sites was designed by the service provider to deliver timely and cost-effective insights to the business and empower customers to be in control of their own service experience.
Social & Policy Area
Methods
Qualitative, vulnerable communities (people with disability)
Note
This project was completed when operating as 3arc Social.