[Theodan]

Originally Posted by Theodan

2) 0% of instructors have provided a feedback questionaire after the lesson(s). Missing #2 will guarantee you will never maximize the experience for the customer.

Thanks, Charlie. What items should be included in a model format? When should the feedback be solicited, e.g., immediately after or some time after or both? How can the questionaire be used to best 'maximize the experience' for both the student and the instructor?

Sorry for the slow response. I was duly punished by my inbox at work for the audacity of going on vacation.

Model format?

I am emailing you a Word document that is a tweaked sample of an eval sheet. I think within it are a handful of good "checklist" questions for the one lesson/instructor/student situation. In its entirety, its primary application is for 1-3 day "programs" with a number of students. Again, it's a sample including my guesstimate of pertinent golf related questions. Of course, you would know better what you want to find out. There are about 20 questions that provide for grading and comment. I included both because some students like it quick, some like to write treatises. The sections are divided into 4 parts : General, Instructor, Content and Facilities. The reason is that sometimes students' reactions "bleed" into other areas which are not responsible for his/her issue.

When?

The standard is BEFORE they leave. You can give them the form, a stamped/addressed envelope and taxi money to drive to the mailbox and they still won't mail it in. This part is opinion.... I wish it could be done before the final summation/review/questions. That way they could be "hawked" for easy issues that can be dealt with quickly.

Sometimes the prospective students are sent correspondence before the program to define scope and manage expectations. I only mention this because I got a great lesson by how perfectly you managed the opening for the Rob Noel Master class.

Followup evals are a "nice to have". It shows the commitment to the student and can be leveraged for references and further mentoring services.

Student AND Instructor

Students- More and more, people expect some type of measurement/ assessment. Whether it is a product or service. They like the fact that you need and are actively asking for their input. They assume that their judgements will be taken into consideration and utilized some how. It's quicker than a conversation and provides some anonyminity, so you get the real deal.

Instructors- It's all about continuous improvement. What works better. What to add. What to subtract. What to refine. It's a great way (quickly, succinctly, and simply) to find out what the people think/thought about each part of the experience. You find out if they learned, were overwhelmed, or whatever (from their perspective). If maximum effectiveness is the goal, it doesn't hurt to ask the customer.

Two-Man Team

I took this to heart and I don't see it successful any other way.


Charlie

edit: I rilly kan spell, I'm just a lousy typer