When you ask for people’s input into developing services, it’s important to be open and honest, and to build trust. People using our services gave a clear message: they need to know we’re listening to what they say. Taking action as a result of people’s involvement and giving feedback is the best way to demonstrate you are listening.
However it’s not always going to be possible to act on everything people tell you, and most people will understand that. Letting participants know what is and isn’t possible in advance will go a long way to managing expectations. Always give feedback to those who took part, our ‘You Said…We did’ tool (With instructions | Without instructions) will help you with this. Sometimes you receive feedback and it’s not possible to make changes, for people to feel listened to it’s important to let people know you have heard them and explain why it’s not possible to take action.
'Nobody told me what happened afterwards'
Some people talked about the importance of ‘closing the feedback loop’. This means that if you’ve asked for people’s input on a piece of work, you should tell them the outcome of their involvement.
On rare occasions, due to the method or volume of people who took part, it’s not practical to update everyone. This is ok but be open about this from the start, it will help to maintain realistic expectations when people take part.
Tell people from the beginning that you need their input but you won’t be able to feed back to them, and most will still be willing to participate. It’s much more difficult for people to be told or expect one thing and to experience something different.
For more information on giving feedback visit the Feedback section of the toolkit.