CITIZENS FOR ANIMAL PROTECTION INC

Who are the people you serve with your mission?

We serve every segment of the population as it relates to animal companions in their family, without regard for specific demographics.

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

Electronic surveys (by email, tablet, etc.), Constituent (client or resident, etc.) advisory committees,

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?

By listening to members of the public and those who have provided feedback, we have made several changes recently, including an adjustment to our hours of operation, offering curbside service, and providing additional customer service training to our staff and volunteers.

With whom is the organization sharing feedback?

Our staff, Our board, volunteers, fosters,

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

Asking for feedback allows us to better serve the public, and gives them an opportunity to be heard. This ensures transparency in our operations and establishes a level of trust with the community. By creating advisory committees, we are able to get a representative sampling of perceptions with regard to our policies & procedures, and our overall reputation in the community. This has helped to create a sense of partnership.

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

We collect feedback from the people we serve at least annually, We take steps to get feedback from marginalized or under-represented people, 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,

What challenges does the organization face when collecting feedback?

It is difficult to get the people we serve to respond to requests for feedback, Staff find it hard to prioritize feedback collection and review due to lack of time, It is difficult to get honest feedback from the people we serve, It is difficult to identify actionable feedback,