To ensure your nonprofit’s programs effectively meet clients’ needs and justify funding, it’s essential to evaluate their impact. Typically, participant surveys are the most reliable method for gathering this information. However, survey fatigue—defined as frustration or indifference towards yet another online survey, especially if it’s overly complex or time-consuming—is becoming an 
increasing challenge.
Research shows that survey fatigue can result in low response rates and poor-quality answers from those who do participate. Clients may doubt that their feedback will be taken seriously or lead to actual changes. Given these obstacles, how can you effectively gather client insights?
Go “Old School”
Every interaction with a client presents a chance to seek feedback. While online surveys in your email newsletters and feedback through your website and social media are useful, don’t underestimate traditional methods. Take time to speak with clients during fieldwork or call them to check in on their experiences and gather suggestions. When you receive verbal feedback, document the conversation in writing to maintain a record and share it with your team.
Platforms like Facebook and Instagram, which many of your clients likely use frequently, offer free survey features. Regularly invite visitors to share comments about your content or encourage them to recommend or review your nonprofit. Provide an email address or SMS number for clients to reach out directly if they need to discuss issues in more detail.
Be mindful that some clients, especially those from low-income backgrounds or elderly individuals, may not have easy access to the internet or social media. In such cases, consider providing paper surveys or setting up a traditional suggestion box.
Show Appreciation and Take Action
Express gratitude to clients for their feedback and, when possible, explain how you’re using their insights to address issues and make enhancements. In some cases, scheduling one-on-one meetings or focus groups can help you discuss plans in more detail and demonstrate to clients that their opinions matter in the decision-making process.
Additionally, promptly follow up on any concerns raised in surveys. For instance, if clients report unprofessional behavior from staff or hint at potential legal matters (like fraud or discrimination), investigate and resolve these issues immediately. If surveys indicate possible legal challenges, ensure that you notify your nonprofit’s legal counsel.
Deliver Outstanding Results
Ultimately, gathering feedback from clients and acting on it enables you to fund programs that yield better outcomes. While online surveys are useful, engaging in one-on-one conversations with clients may provide deeper and more meaningful insights. If you’d like to discuss this further, please reach out to us.
