Change Project 911: Customers Don't Notice Improvements
How do we know if a change is an improvement?
Change teams and change leaders ask this question frequently. It often refers to the measures and data they’re using to monitor change results.
But there is another and perhaps more meaningful way to ask this question: How do our customers know that a change is an improvement?
The number one NIATx principle asks us to understand and involve the customer. The most important way to involve customers is to make sure that they are experiencing the improvements resulting from a change.
Collecting quantitative data on the change is essential, but collecting qualitative data about the customer/client/ patient experience is also essential. For example, do the results of the change create a real impact that the customer feels? Does the change make the service process more satisfying, comfortable, or useful to the people we are trying to serve?
Read the complete post by NIATx coach Mat Roosa on the ATTC/NIATx Service Improvement Blog.