1. At first the facilitator has to determine the product, area or service of which and also the kind of the feedback is desired. The more precise the focus of the facilitator is, the more precise the client can be about his/her expectations.
2. When the client(s) is/are gathered, the facilitator needs to explain the process, pointing out that the goal of this activity is to get honest feedback about needs and wants. The areas of importance are stated in the client window. This model can be used for a group (of clients) or for individuals. For a group, the facilitator should have a big client window prepared on a flip chart or blackboard, in which the clients can write down their feedback. The facilitator can leave the room so as to give people the change to openly discuss the different opinions. When used with individual persons, the facilitator hands out sheets on which the client window is drawn, and then gives the participants time to fill in the table. to keep it anonymously there are no names on the sheets required.
By asking the client to respond to the follow questions, the facilitator can gather important information that is needed:
- What are you getting that you want? What are you getting that is meeting your needs and expectations?
- What are you getting that you really don’t want or need?
- What do you wish you were getting that you are not?
- What needs do you expect in the future?
- What suggestions do you have for how we can improve our products or services for you?
3. The facilitator should compile all the information, reviewing the answers and e.g. counting how many times the same answer has been given in order to establish preferences, problems and such.
Depending on the further plans with the gathered material, it should be examined further.
Client window framework:
In the horizontal line, there should be two fields, being Getting and Not Getting. In the vertical line there should be two fields, being Want and Don't Want.
Now, four fields are build, starting from the left top:
Getting what you want (#1)
Want, but not getting (#2)
Getting, but not wanted (#3)
Don’t want, not getting (#4) (anticipated needs for the future)