A tool for gathering evaluation from a group after an intervention. This process is used to get feedback from a client, or a group, in a way that helps to find out about the needs, expectations and (dis)likes. It is not a tool for working with a group.
The purpose of this process is to avoid repeating past mistakes, to generate learning, and to assure meeting a client's/group's expectations.
- flipchart with client window
- or hardcopies of client window per participant
Setting An environment where facilitator and client(s) can talk without being disturbed.
Type of Facilitator-Client Relationship: The clients must feel comfortable enough to openly talk to the facilitator about dislikes, problems and such.
Facilitator personality fit: The facilitator should be able to cope with feedback (criticism) professionally.
Prepare a client window, on either a flip chart, whiteboard or on paper for each participant
The facilitator has to determine the product, area or service of which and also the kind of the feedback is desired. The more precise the focus of the facilitator is, the more precise the client can be about his/her expectations.
1. State the area of service you wish feedback on
2. Explain the process, pointing out that the goal of this activity is to get honest feedback about needs and wants.
The areas of importance are stated in the client window. This model can be used for a group (of clients) or for individuals. For a group, the facilitator should have a big client window prepared on a flip chart or blackboard, in which the clients can write down their feedback. The facilitator can leave the room so as to give people the chance to openly discuss the different opinions. When used with individual persons, the facilitator hands out sheets on which the client window is drawn, and then gives the participants time to fill in the table. to keep it anonymously there are no names on the sheets required.
By asking the client to respond to the following questions, the facilitator can gather important information that is needed:
- What are you getting that you want? What are you getting that is meeting your needs and expectations?
- What are you getting that you really don't want or need?
- What do you wish you were getting that you are not?
- What needs do you expect in the future?
- What suggestions do you have for how can we improve our products or services for you?
3. If working with individual sheets the facilitator should compile all the information, reviewing the answers and e.g. counting how many times the same answer has been given in order to establish preferences, problems and such.
Client window framework:
In the horizontal line, there should be two fields, being Getting and Not Getting. In the vertical line there should be two fields, being Want and Don't Want.
Now, four fields are build, starting from the left top:
Getting what you want (#1)
Want, but not getting (#2)
Getting, but not wanted (#3)
Don't want, not getting (#4) (anticipated needs for the future)
Follow-Up Required: As this is a process to gain feedback, the follow-up would be to use the results to improve a service, product etc..
Usual or Expected Outcomes: The outcome should be a table in which all the important information is included, being what the client, or the group wants, and what it is that is not wanted.
Potential pitfalls: If the participant is not precise enough, the feedback might be inaccurate, and might lead to the opposite of what is wanted.
How success is evaluated: The process is successful when the facilitator got all the information needed in order to improve a process, service or product.
Source: U.S. Agency for International Development