Topic 2

A Feedback Plan helps service designers focus efforts on intended results and not be swayed off course by others.

I’ve personally participated in feedback presentations whose results were useless. The questions and responses failed to align with any purpose. Those intensive efforts were wasted!

Therefore, service designers must know:

♦  What is to be learned?

♦  From whom?

♦  For what purpose?


Next, the service designer must plan out the methods for capturing input; that is, the types of question(s) to use. These are crucial decisions for the success of any Feedback Plan, so consider the options carefully.


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Choosing The Right Questions

“Quantitative” and “qualitative” are common terms to describe types of data used for research and analysis. The service designer’s choice between them depends on the insights wanted, how the data will be analyzed, and finally, how it will be presented. The decision depends on the intended desired goal of the survey.

Cheat Sheet

User responses are in the form of either quantitative surveys or qualitative research.

Quantitative data is for learning from users how they respond to conditions or issues. The results are tabulated by values to reveal patterns.

Qualitative insights are used to uncover underlying meanings to questions about a service, for probing more deeply into issues raised by quantitative surveys, and to test consumer awareness or preference.

Standard Question Types

We have collected the standard questions types to help build a Feedback Plan. These will be familiar to established  researchers.

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EDITOR’S NOTE: Learners have commented that some of this course’s content on data collection was taught to them in secondary/high school.

We have little doubt that some of this was covered during many students’ prior education, but we chose to keep this brief overview. There is a need to have a common set of terms and definitions for survey research, ones we can use to build on in our instruction.

For those who want to learn more, information on these topics can be researched further online.

Next Steps

Click each topic link below to continue the course.