A HOPE, Inc

Who are the people you serve with your mission?

We serve volunteers, adopters, fosters, vet offices, rescues, shelters, pet food pantry participants, senior citizens, and retail store management

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), Community meetings/Town halls, Suggestion box/email, Online review platforms,

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?

At Petsmart the adopters were having trouble safely viewing the cats available due to COVID restrictions. We read the reviews of how stressed they were to make a decision without interacting with the cat first and put in place a Petsmart Crew of volunteers who goes up once a day to the store. This way, even when the store staff is busy, our volunteers can engage the potential adopters and monitor the interactions for them and the cats. The potential adopter is safe to go into the room and meet their new pet without having to be too close to anyone or feel rushed.

With whom is the organization sharing feedback?

Our board, Our community partners, Volunteers, Fosters,

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

We've noticed people love to share feedback, photos, and concerns with us. They tend to feel more like we care and want to listen. They form a relationship with our organization and lessen the chances an animal is returned due to their stress and feeling alone when an issue arises. We have many return adopters!

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, We tell the people who gave us feedback how we acted on their feedback, We ask the people who gave us feedback how well they think we responded,

What challenges does the organization face when collecting feedback?

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