HAVEN MINISTRIES

Who are the people you serve with your mission?

We are primarily a media organization, so our audience is anyone our radio programs, podcasts, web articles, social media, and printed devotionals reach.

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, To understand people's needs and how we can help them achieve their goals

What significant change resulted from feedback?

Our flagship radio program reaches a vast audience across the United States and Canada. Though we are primarily a Christian teaching, talk, and interview based program, our speaker uses his roots in journalism to speak into what is happening in the news at the start of every program. During the pandemic especially, but also during other periods of partisan unrest, we constantly look at listener feedback to see how these news updates are being received. Our priority is always to represent all sides of an issue, but that doesn't always come across in such a frenetic news culture. We adapted based on listener response by altering the ways we'd talk about certain issues, when necessary, in order to form a more unbiased approach.

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 ensure people feel comfortable being honest with us

What challenges does the organization face when collecting feedback?

Staff find it hard to prioritize feedback collection and review due to lack of time, It is difficult to identify actionable feedback