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Training Intervention Strategies

Client satisfaction surveys

Client satisfaction surveys, focus groups, or other feedback may suggest areas in which additional training may be helpful. When only quantitative survey data are available, follow-up focus groups or other methods may help you understand the relevance of the findings. For example, a provider might learn from a client survey that most clients answer “strongly disagree” to the statement, “I felt welcome when I came here for the first time.” A follow-up with clients may find that the problem is waiting time, lack of a greeting, a counselor’s attitude, or any number of other factors. To avoid wasting resources, confirm the nature of the problem before providing training (or developing another type of solution) based on assumptions that could be faulty.

Examples of surveys that may provide feedback for this purpose include the following:

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