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Moving Beyond User Satisfaction Surveys: Best Practices for Collecting User Feedback

Class Details

This class is offered in Webex.

Class Date:
Region/Office: National, NER
Feb 4, 2021
1:30PM - 2:30PM ET
Jessica Kilham, MLIS, AHIP, Interim Associate Director
Continuing Education Credits: 
This class is now closed to registrants.

Professionals know that critical user feedback drives valuable innovation. However, most user feedback assessments fail to collect useful data. This class will provide an interactive overview of groundbreaking tools and best practices for collecting user feedback. The purpose of the class is to learn how to design surveys in ways that gather actionable feedback about value delivered. In this 1 hour class, participants will also learn the best use cases for surveys and alternative assessment tools in the research process. Audience includes anyone collecting feedback to improve user experience, including healthcare instructors, organizational leaders, public and medical librarians, and patient educators.

Speaker Bio:
Diana File holds a BA in Psychology from Yale University and an MA in Psychology from the Hebrew University of Jerusalem. For the past 15 years, she has driven record-breaking results in analytics, research, and organizational improvement for dozens of global corporations, educational institutions,  small businesses, and start-ups. She lives in Teaneck, NJ with her husband, two rambunctious boys, and very loud dog.



Participants will be able to:

  • Distinguish the use cases for data collection through surveys as opposed to interviews, focus groups, and AI-based community polling
  • Design surveys in ways that elicit actionable feedback
  • Use clear and specific language that avoids ambiguous questions that can be interpreted in different ways
  • Reduce survey fatigue and resistance to collecting feedback