Exploring 'You Said, We Did'

In a world where stakeholders increasingly demand that their voices be heard, organisations are constantly seeking ways to stay attuned to their users. One popular approach is 'You Said, We Did' – a simple but powerful way to gather feedback, act on it, and then communicate the outcomes.

Going beyond collecting opinions, this method is about building a dialogue with stakeholders, showing them that their input matters, and creating a genuine sense of partnership.

And surveys are at the heart of this approach, providing a structured means to capture insights that can shape real change.

Why use surveys in You Said, We Did activities?

Surveys play an essential role in gathering feedback for 'You Said, We Did' activities. They are both cost-effective and scalable, making them suitable for reaching large audiences without great expense. Whether it's a quick pulse survey sent to thousands of service users or an in-depth questionnaire for a select group of employees, surveys can be customised to fit the context perfectly.  

Surveys also allow for the collection of both quantitative and qualitative data; numerical data—such as satisfaction ratings—provides a snapshot of overall sentiment, whilst open-text responses offer richer insights into specific concerns and suggestions. This dual capability makes surveys an effective tool for capturing a fuller picture of what people are thinking, feeling, and expecting.

Survey design for You Said, We Did

Creating a survey that truly captures valuable feedback starts with having clear objectives. Before drafting any questions, it's crucial to define what you want to learn. Is it about understanding patient experience, identifying staff needs, or assessing the impact of a recent policy change? With clear goals in mind, it's easier to design a survey that asks the right questions.

Next, think about who the survey should target. Feedback is most useful when it comes from those directly affected by the issue at hand. For example, if you're looking to improve a particular local authority service, your survey should target recent users of that service. Precision in selecting your audience ensures that the feedback gathered is relevant and actionable.

When structuring the survey, the question types you use is important, and a mix of closed and open-ended questions can be helpful. Closed questions, like multiple-choice or rating scales, provide straightforward data that's easy to analyse. Open-ended questions, alternatively, invite respondents to share more nuanced feedback-expressed in their own words-so offering a deeper understanding of their thoughts and experiences.

However, brevity and relevance are critical. People are more likely to complete a survey if it's short and focused on the topic at hand. Keep the questions straightforward and avoid industry jargon to make the survey accessible to everyone.

Best practices for survey distribution and engagement

Getting a high response rate often hinges on choosing the right survey distribution channels. Surveys can be shared via email, social media, website pop-ups, or even through in-app notifications. The choice of channel depends largely on where your target audience is most active. For example, employees may prefer email, while customers might engage more with social media or mobile app prompts.

Timing is also a crucial factor. Sending out surveys at the right moment can significantly impact participation. Consider aligning the distribution with key events or project milestones, such as following a product launch, the end of a training programme, or a community consultation. Prompt feedback is often more accurate and valuable.

Encouraging participation requires a bit of thought. Personalised invitations can make respondents feel their input is genuinely valued. Additionally, offering incentives, like discounts, vouchers, or the chance to enter a prize draw, can boost response rates. Communicating the impact of past feedback – showing how it led to tangible changes – can also motivate people to take part.

Analysing survey results

Once responses start flowing in, the first step is to organise the data. Cleaning the data—removing incomplete or duplicate responses—helps ensure that the analysis is based on accurate information.

For closed questions, quantitative analysis comes into play. Calculating averages, percentages, and identifying trends over time can reveal key insights. For instance, if a majority of customers rate a new feature highly, it's a clear sign of success. On the other hand, if certain issues are consistently highlighted, it signals an area needing improvement.

Open-text responses require a different approach. Here, the focus shifts to identifying recurring themes and sentiments. Grouping similar comments can uncover underlying issues or suggest areas for development. This qualitative data, while more complex to interpret, often provides the 'why' behind the numbers, offering a fuller picture of stakeholder perspectives.

Translating feedback into meaningful change

After analysing the data, the next step is deciding on actions to take. Not every piece of feedback can be addressed immediately, so it's important to prioritise based on factors like impact, feasibility, and urgency. For example, if many respondents highlight the same concern, it's likely a high-priority area.

Setting realistic goals is crucial to making feedback-driven change successful. Using the SMART framework – Specific, Measurable, Achievable, Relevant, and Time-bound – helps to break down actions into manageable steps. For example, if survey responses suggest a need for better customer service, a SMART goal could be, “Train 80% of support staff in conflict resolution techniques within the next six months.”

Assigning responsibility within the organisation ensures that actions are not only planned but also carried through. Establishing clear ownership for each task creates accountability and keeps the process on track.

Benefits of surveys in You Said, We Did initiatives

Surveys act as a bridge between organisations and their stakeholders. When people see that their feedback has led to tangible changes, it strengthens trust and credibility. This not only fosters loyalty but also encourages ongoing participation in future feedback efforts.

The feedback enabled by surveys helps to drive continuous improvement, by highlighting what's working well and pinpointing areas that need adjustment. Over time, this ongoing feedback loop helps organisations adapt and evolve in ways that resonate with their audiences.

Involving stakeholders in the decision-making process empowers them, making them feel heard and valued. This sense of inclusion strengthens relationships and builds a collaborative spirit that benefits everyone involved.

Overcoming challenges with surveys for You Said, We Did

Despite the benefits, using surveys in 'You Said, We Did' activities isn't without its challenges. One common issue is low response rates. Encouraging participation can be a struggle, especially if people feel their feedback won't lead to meaningful change. Clear communication about how previous feedback has been acted on can help address this concern.

Handling negative feedback requires a constructive approach. Acknowledging concerns openly and explaining how they will be addressed – or why they can't be – shows a willingness to listen and engage, even when the feedback is tough.

Balancing what stakeholders want with what's realistically achievable is an ongoing task. Managing expectations through transparent communication about the organisation's capabilities and limitations can help prevent disappointment and maintain trust.

Wrapping up

'You Said, We Did' activities, supported by well-designed surveys, offer a powerful way to engage with stakeholders, gather valuable insights, and drive positive change. By setting clear objectives, targeting the right audience, and carefully analysing feedback, organisations can take meaningful actions that reflect the needs and expectations of their community. The process not only strengthens trust but also fosters a culture of continuous improvement, proving that listening – and acting – can have a lasting impact.