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Feedback, Evaluation, and Customer Satisfaction

Note: EPA no longer updates this information, but it may be useful as a reference or resource.

Feedback and Evaluation

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Evaluation, both formal and informal, helps to define, measure and improve public involvement effectiveness. Feedback from people who participate in public involvement events or processes often points out what works and what does not. Knowing that can lead to events and processes that are more meaningful for participants and contribute more to EPA's decision making processes.

The questionnaires you can link to from this page had been approved by the Office of Management and Budget for EPA use [without changes] through an Information Collection Request (ICR). EPA staff can no longer download and use the surveys to obtain feedback from those who participate in seven types of commonly used involvement activities; the ICR period ended January 31, 2008. However, since organizations outside EPA have found these surveys useful, they will remain posted to the EPA Public Involvement web pages.

Public Involvement Activities Questionaires

Selecting the Right Tool for Evaluations: Guidance for Community Involvement Practitioners (PDF) (16 pp, 127K)

Evaluation of public participation is evolving and the subject of much discussion among practitioners and academics. In this article the authors [Seth Tuler, Caron Chess, Susan Santos, Stentor Danielson, and Thomas Webler] provide guidance about evaluation that is informed by research. They also write about their EPA-sponsored study exploring the usefulness of three evaluation tools or methods: surveys, focus groups and Q Method, a promising approach that some academics have been using.

Collaboration and Partnership: Assessing the Process Exit EPA disclaimer

This web page links to a number of tools [logic models, indicators/measures and survey instruments] and resources to use to determine how best to demonstrate the leveraging power of partnerships and collaboration. Some of the tools can also help people engaged in partnerships and collaborative efforts monitor how they are doing and how to improve their efforts during the process.  Measuring and monitoring how, when and where collaboration and partnering work – and where they don’t – is an emerging art and science.

Customer Satisfaction

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