Practical Strategies for Collecting and Incorporating Client Feedback Data

This webinar is presented by Switchboard, a one-stop shop for refugee service providers in the United States. Learn more about Switchboard at Hosted on October 6, 2023 the training was delivered by Robert Reynoso, Qualitative Data Officer at the International Rescue Committee (IRC) and Adedoyin Celia Ojo, Client Engagement Program Officer at the IRC.

Refugee service providers know that collecting and using client feedback data is essential to strong program design and implementation. However, it can be difficult to do effectively, particularly with limited resources. This webinar will focus on practical ways to collect client feedback data and use it to improve services. In addition to traditional feedback collection approaches such as surveys and needs assessment, participants will learn about two-way communication strategies that can enable clients to have influence over programs and decisions that impact their lives. Participants will gain an understanding of how to set up client advisory councils, working groups, and focus groups. Finally, the webinar will discuss strategies to close the client feedback loop by sharing with clients how their feedback was used.

By the end of the session, attendees will be better equipped to choose strategies that are applicable to their context for effective client engagement. After attending this 60-minute webinar, you will be able to:
• Describe why collecting and using client feedback data is essential for effective services;
• Compare feedback data collection approaches, including two-way communication strategies; and
• Identify ways to use client feedback to improve services and “close the feedback loop.