Client Evaluation and Feedback Policy

Client Evaluation and Feedback Policy

The Advice Service is committed to providing outstanding advice and support to our clients.  

As part of this commitment, we recognise that client feedback is important to evaluating the impact and quality of our service and enabling continuous improvement.  

Client feedback also improves our ability to celebrate the work of the team through evidence-based reporting.  

Client feedback will be collected, monitored, analysed, and reported on according to this policy. 

Collection of feedback 

Clients will be offered an evaluation survey when they complete the Advice Service online contact form. They will then be contacted with the same evaluation questions but included in the Advice Service - User Feedback form, by email at the following points: 

• When one-off advice, information or signposting is provided by email for a case or enquiry 

• At case closure (if not a one-off advice case) where feedback hasn’t already been requested 

• For cases (closed only) or enquiries, at the end of each academic term (including the summer vacation) 

For the one-off advice and case closure evaluation touchpoints, the relevant Advisor, Administrator or Reception Assistant will include a link to the form in an email.  

For the end of term touchpoint, the Advice and Wellbeing Administrator or a Reception Assistant will send this by email.  

This aims to provide evaluation points both immediately when advice is shared or a case if closed, as well as later on to allow longer-term impact to be recognised.   

The following enquiry and case matters are excluded from evaluation: 

• Sarah Douglas Hardship Fund 

• Activities Participation Fund 

This is because other evaluation methods should be explored that better suit these cases, for example evaluating the impact of the money awarded. 

The following may also be excluded from evaluation: 

• For cases only, where the Advisor judges that the student would be negatively impacted by receiving the case closure or end of term invitation  

• For example, this may include students who the Advisor has observed are experiencing a mental health crisis or are vulnerable 

• There is a method on Advice Pro to exclude these cases from evaluation, contained in the Advice Service evaluation and feedback procedure   

The questions in the survey have been chosen to evaluate the service in relation to our stated aims and the organisations strategic objectives. There is also opportunity for any broader service feedback to be included as well as suggestions regarding UCLs policies and procedures to support our influencing work.  

The survey will be reviewed at least annually to account for changes to our objectives and to make improvements to the evaluation approach.   

Monitoring of feedback 

The Advice Service Manager will review client evaluation responses received – at a minimum monthly.  

Trends will be shared with the Advice & Wellbeing department, the wider organisation and UCL.  

At all points apart from initial contact, the survey is submitted anonymously. Therefore, it’s assumed most responses won’t require any individual action. 

If a student has provided specific negative feedback about the service, provided personal details and expressed a wish to be contacted, they will be contacted by the Advice Service Manager or Head of Advice and Wellbeing to discuss this further. The Advice Service complaints policy may be provided to the student. The complaint policy is provided to users submitting the follow up survey form and it is highlighted that the form is anonymous so should not be treated as a complaint form. 

A file review may also be completed by the Advice Service Manager or Head of Advice and Wellbeing if appropriate for the case, allowing for remedial action and training if required. 

Any broader negative feedback will be shared with the Advice & Wellbeing department to enable discussions around service improvement.  

If a student indicates a negative score for either of the wellbeing questions: 

• I feel able to manage the issues I am facing (Disagree or Strongly Disagree) 

• I feel alone dealing with the issues that I am facing (Agree or Strongly Agree) 

They will be provided with automatic signposting to UCL Student Support & Wellbeing Services via an info message on the forms. 

Analysis and Reporting 

Client feedback will be analysed, termly and annually, to identify the overall response about impact, any additional issues to inform our influencing work, successes, and areas to target for improvement. 

This will be carried out by the Advice Service Manager and Head of Advice and Wellbeing and included in the annual Advice Service impact report and termly updates.  

The use of the responses given by students is covered by the relevant Data Protection Statement displayed on the forms. If a student requests to be withdrawn from analysis, this request will be logged with SU Data Protection ([email protected]) 

Any key areas that can be targeted for improvement will be considered in Advice & Wellbeing department planning meetings for inclusion in the department operating plan, as well as informing staff appraisals, one to one meetings, and topics at other advice team meetings.