YMCA of Northwest Florida

Who are the people you serve with your mission?

We serve all people - all ages, abilities, races, socioeconomic levels, religions, sexual orientations, genders and gender identities.

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 strengthen relationships with the people we serve,

What significant change resulted from feedback?

We are planning a significant facility renovation in December based on a growing number of surveys indicating crowding issues in our downtown branch. We will be relocating a key area and opening up the previous space to provide more room for wellness activities and allow for appropriate distancing at this time.

With whom is the organization sharing feedback?

The people we serve, Our staff, Our board,

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

We have been able to separate the occasional "squeaky wheel" from broader trends that require action. When we make changes, we are using data-driven processes rather than general thoughts or feelings.

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 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,