"In the field of training, it's the quality of the trainer that ensures the quality of the training". Our very own Health & Safety Consultant Sadie Watts explains why and how feedback helps us improve products and services.
At First Response we're all about equipping people to deal with a medical or first aid emergency. We do this from a practical perspective by using qualified training professionals and our many years of experience. We also make sure our own training programme is thoroughly up-to-date... and we continuously ask for feedback.
Why do we ask for feedback?
As with most industries, customer feedback is essential for helping to develop the best possible product or service. If we don't know what's 'in' or 'out' of favour with our customers, how can we give them what they want? Feedback helps us excel at the things we are great at, and improve the things that we are not so good at.
By being a good listener we can be good service providers. Your feedback is important to us because:
- It tells us where we are doing well and where we are not.
- It tells us what customers want and what they don't want.
- It gives us ideas for continual improvement and development.
- It reassures us of the quality of our service.
- We want our customers to be happy with our service, in order to use us again in the future.
For example with training courses, if a customer tells us that the session isn't delivered effectively, or that the hand-outs are poor, or that the content is forgotten on leaving the room, then there's room for improvement.
In the last 6 months, and by acting on customer feedback, we have improved our service by:
- Offering out-of-hours training.
- Doing things online (to reduce paper usage and support our environmental policy).
- Reviewing the amount of questions we include in our sessions.
- Tailoring courses for smaller groups.
- Developing specialist courses to meet customer requirements.
- Investing in new training equipment.
- Remaining competitive in pricing.
- Being proactive in social media and website content.
- Developed an online A-Z of First Aid signs, symptoms and treatments.
- Producing a monthly News Letter.
We take all the feedback we receive very seriously and we want to personally thank everyone who undertaken one of our evaluation surveys in the past.
If you have recently attended one of our courses, and would like to submit some feedback, we would welcome your input. Please go online and complete the survey. If you need a reminder of your course date or code, please get in touch.
