Recruitment & Retention Opinion

Using Customer Feedback for Continuous Improvement

By Emily Douglas-McNab — September 07, 2012 1 min read
  • Save to favorites
  • Print

The Chippewa County Department of Human Services (CCDHS) in Wisconsin works like most other government human services groups, providing child protection services, foster and respite care, elder abuse care, and more. However, they recently launched an innovative plan to gather customer feedback and use the data they collect to support improvement. From September 1-15, CCDHS is asking residents of the county to complete a short survey about the department’s strengths and weaknesses as well as what services they need from the human services group. This is the first time the county has conducted such a survey.

Pauline Spiegel, consumer service team member at CCDHS, says, “The survey was created to obtain data and feedback from the consumers we serve, so we can see the areas that we need improvement, see how we’re doing so that we can align with our consumer needs. And continue to improve and provide quality customer service.”

This is all music to my ears. My guess is that they will receive diverse feedback--some good and some bad. While at times customer feedback may be hard to hear or read, one must not reject what customers have said, but use the information to guide improvements across the organization.

Businesses have been utilizing workforce analytics along with customer feedback and using it to support improvement efforts for some time. Now, many state and local government departments, professional associations, hospitals, and nonprofits are doing the same.

What does this have to do what talent management? Everything. The role of HR departments is evolving (or should be) from transactional groups to strategic change agents. While it is important to gather feedback from external customers, customers also exist within an organization. Imagine collecting internal voice of the customer data before designing HR processes or the department as a whole. The holy grain of HR departments is one that exists to strategically serve customers and does it well.

I will share more examples of how different organizations are using voice of the customer feedback in improvement efforts in a future blog. If you are aware of districts surveying customers and using the feedback in district improvement efforts please share these stories in the comments section or tweet me at @EmilyDouglasHC. I am always looking for best practice examples to share with readers!

The opinions expressed in K-12 Talent Manager are strictly those of the author(s) and do not reflect the opinions or endorsement of Editorial Projects in Education, or any of its publications.

Commenting has been disabled on edweek.org effective Sept. 8. Please visit our FAQ section for more details. To get in touch with us visit our contact page, follow us on social media, or submit a Letter to the Editor.


This content is provided by our sponsor. It is not written by and does not necessarily reflect the views of Education Week's editorial staff.
Teaching Webinar
What’s Next for Teaching and Learning? Key Trends for the New School Year
The past 18 months changed the face of education forever, leaving teachers, students, and families to adapt to unprecedented challenges in teaching and learning. As we enter the third school year affected by the pandemic—and
Content provided by Instructure
This content is provided by our sponsor. It is not written by and does not necessarily reflect the views of Education Week's editorial staff.
Curriculum Webinar
How Data and Digital Curriculum Can Drive Personalized Instruction
As we return from an abnormal year, it’s an educator’s top priority to make sure the lessons learned under adversity positively impact students during the new school year. Digital curriculum has emerged from the pandemic
Content provided by Kiddom
This content is provided by our sponsor. It is not written by and does not necessarily reflect the views of Education Week's editorial staff.
Equity & Diversity Webinar
Leadership for Racial Equity in Schools and Beyond
While the COVID-19 pandemic continues to reveal systemic racial disparities in educational opportunity, there are revelations to which we can and must respond. Through conscientious efforts, using an intentional focus on race, school leaders can
Content provided by Corwin

EdWeek Top School Jobs

Teacher Jobs
Search over ten thousand teaching jobs nationwide — elementary, middle, high school and more.
View Jobs
Principal Jobs
Find hundreds of jobs for principals, assistant principals, and other school leadership roles.
View Jobs
Administrator Jobs
Over a thousand district-level jobs: superintendents, directors, more.
View Jobs
Support Staff Jobs
Search thousands of jobs, from paraprofessionals to counselors and more.
View Jobs

Read Next

Recruitment & Retention Many Feared an Educator Exodus From the Pandemic. It Doesn't Seem to Have Happened. Yet.
A RAND Corporation survey of district leaders finds that predictions about principals and teachers fleeing their jobs haven't panned out.
5 min read
People form two lines in front of an Exit sign
Recruitment & Retention Schools Pay a High Price for Low Teacher Salaries
Teacher turnover rates are rising and more than half of teachers said a salary hike could persuade them to stay in the classroom longer.
4 min read
Conceptual image of salary.
Collage by Laura Baker/Education Week (Images: iStock/Getty)
Recruitment & Retention How 'Grow-Your-Own' Programs Are Helping Recruit Teachers of Color
Learn which strategies are working to recruit and support future teachers of color.
6 min read
Diverse team builds a geometric shapes structure together
Rudzhan Nagiev/iStock /Getty Images Plus
Recruitment & Retention Understaffed School District IT Departments Are a Big Problem. Here's One Way to Solve It
An Oregon district needed bilingual support staff to help Spanish-speaking families manage virtual learning. It didn't need to look far.
4 min read
A worker passes public school buses parked at a depot in Manchester, N.H., Monday, April 27, 2020. New Hampshire public school children continue to be taught with remote learning, while buildings are closed to students through the end of the academic year due to the ongoing coronavirus pandemic.
In school districts across the country, buses sat idle through much of the past year. Some districts turned to bus drivers or other support staff to fill IT jobs.
Charles Krupa/AP