Maine State Society for the Protection of Animals

Who are the people you serve with your mission?

Equine owners, equine adopters, animal lovers, veterinarians, farriers, district attorneys, humane agents, volunteers, general public

How is your organization collecting feedback from the people you serve?

Electronic surveys (by email, tablet, etc.), Focus groups or interviews (by phone or in person),

How is your organization using feedback from the people you serve?

To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To identify where we are less inclusive or equitable across demographic groups, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals,

What significant change resulted from feedback?

The MSSPA recently underwent an extensive strategic planning process to inform the future development of the organization. Part of the process was the collection of feedback about the organization from a wide variety of constituents. This feedback was used to develop a 5-year strategic plan to help the Society grow and flourish in the years to come.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board, Our funders, Our community partners,

How has asking for feedback from the people you serve changed your relationship?

Constituents have overwhelmingly appreciated the opportunity to share their thoughts about the MSSPA and its practices. As evidence, there has been a marked increase in digital engagement, fundraising, and adoptions since the feedback was collected in late 2020.

Which of the following feedback practices does your organization routinely carry out?

We collect feedback from the people we serve at least annually, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We engage the people who provide feedback in looking for ways we can improve in response, We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback,

What challenges does the organization face when collecting feedback?

We don't have any major challenges to collecting feedback,