Customizing Your Client- Information Systems Chapter Three cont…

Customizing Your Client-Information Systems

Chapter Three cont…

Interpretation

Forms use forced choice questions or open ended questions

0_________1______2_____3_____4_______5 Can be difficult to interpret these results Table 3.2 on page 36

Interpretation cont…

Satisfied with the program overall 75% Met your expectations 72% Benefited from the program 80% Recommend program to others 87% Dissatisfied with exercises 35% Dissatisfied with facility 52% Dissatisfied with location 42%

Interpretation cont…

Avoid using yes or no questions to determine the benefits of a program

Numerical ratings do not tell you why people were unhappy

Need open-ended questions to determine why?

Open-Ended Questions

What did you like most about the program? What did you like least about the program? If you could change one thing, what would it be? Comments or suggestions to improve the program?

Open-Ended cont…

How to score open ended? Response rate for each question Contradictions will arise Repeated info is useful for change Who is filling out the questionnaire? You can ask for some demographic info such as

gender and age and work status

Open-Ended cont… Confidentiality must be protected You want honest responses May use comment boxes or suggestion cards to

gain disgruntled views Interviews with absent members may contain

valuable info Focus groups are important before making major

decisions

Summary

Programs need to make use of all info available Head counts are not enough Evaluation should collect data you need Individual records are most important Develop profiles of new members 70% of reasons for drop-out are controllable Positive response bias on questionnaires

Questions Page 38

Numbers 1, 2, 4, 5, 6.