Feedback That Fuels Change

Will, EnableUs Community

Alright, welcome back to the EnableUs Community Podcast. It's Will here, joined by Winter, and today we're diving into a favourite topic of mine: feedback that actually leads to real change. And Winter, it’s kind of wild—did you see that stat? Seventy-eight percent, right, of NDIS participants said their feedback actually led to service improvements? That’s not just ticking a compliance box, that’s evidence this stuff actually works.

Winter, EnableUs Community

Yeah, it’s huge. Sometimes I think providers underestimate just how much value’s sitting right there in those conversations with participants. It’s free consulting, honestly—a bit like we said back in our episode on brand advocacy. But you need to give folks a way to express themselves comfortably. That might mean a good old suggestion box in the reception area, but it could also be anonymous digital forms or even something creative like photovoice—where people take photos to express what’s working and what’s not, especially if traditional communication’s tough for them.

Will, EnableUs Community

Exactly. You’ve got to be flexible—one size never, ever fits all, especially in the NDIS space. There’s also regular, just, honest chats that shouldn’t be overlooked. I remember talking to a provider who worked mainly with nonverbal clients—they kept it super simple: regular casual check-ins, often just a quick “thumbs up, thumbs down,” checking in with support people or even using simple picture cards. And it turned up stuff the team never would’ve known—like a recurring issue with the building’s entry ramp being a problem on rainy days. That feedback led to them tweaking the entryway drainage, and it made a surprisingly big difference.

Winter, EnableUs Community

That’s a great example—sometimes the most actionable feedback isn’t going to arrive in a formal survey at all. But also, for those who do like surveys or forms, I just want to flag—making them concise really matters. No one wants to fill out a novel, right? Ten well-phrased questions is usually plenty. Instead of just “Are you happy with our service?”—which, honestly, what are you supposed to say to that—it’s way better to ask, “What’s one thing we could do differently?” That makes it feel more like a two-way conversation.

Will, EnableUs Community

Yeah, and keep it regular, not just once a year or when something’s gone wrong. You catch so much more, and show you actually care about their experience, not just ticking the review-off box. And—sorry, I’m ranting—feedback channels need to be accessible. Literacy, language, cognitive stuff, all of it. There’s no point asking if folk can’t answer in a way that makes sense for them. I’m gonna stop there before I go off track again! Winter, wanna take us into what happens when you actually do get that feedback?

Winter, EnableUs Community

Yeah, let’s get into the bit that honestly separates the okay providers from the great ones. So, you’ve gathered the feedback—now what? Instead of chucking it in a file or just nodding politely, you want a process to look at everything together: review it regularly, look for patterns, and sort out what matters most. It’s much less overwhelming if you just do it consistently, like after each quarter, or say, post-program update.

Will, EnableUs Community

I was chatting with a team who did this really well—turns out, heaps of their participants were saying, “Hey, I always forget my appointments, could I get a reminder?” After noticing this kept coming up, they switched on SMS reminders for everyone. Seemed basic, but client satisfaction scores jumped up pretty fast afterward. Actual action beats good intentions any day of the week.

Winter, EnableUs Community

It does. And, you know, sometimes suggestions can’t be acted on—maybe it’s a budget thing or a system constraint. In one case I saw, a participant asked for an out-of-area event that just wasn’t feasible. But the provider took time to get back to them, explained why, and checked if there was another way to help. The participant appreciated being included in the process, even though the answer was “not this time.” Trust actually went up, just from being transparent. That piece—closing the loop—builds real partnership, not just “we’ll get back to you” lip service.

Will, EnableUs Community

Totally spot on. Actually, I think it’s almost more powerful when you explain why you can’t do something. People feel respected, and they see you’re listening, not just ticking a box again. Oh—and having a clear process, meetings, deadlines, who’s following up… Back in episode five, we talked about tracking interactions with referral partners, and it’s the same mindset here. Track what you’ve promised, see how it’s working, and keep everyone in the loop based on what your participants actually care about.

Winter, EnableUs Community

And that brings us right to the heart of what works: making feedback and improvement part of the culture, not just a compliance exercise. The best teams aren’t scrambling for positive reviews during audit season—they’re getting input all year, and it’s just how they do business. Formal reviews have a place, but it’s those daily conversations and simple check-ins that really move the needle.

Will, EnableUs Community

Yeah, a hundred percent. Something I love is when a service uses participant feedback for staff development. Not as a “gotcha,” but like—“here’s what you’re doing well, here’s what needs a tweak.” Makes learning part of the way you work. You’d be surprised how sharing even one good story—“Hey, Jane’s feedback helped us rethink the intake process”—can reinvigorate a whole team. Staff care more, and outcomes just get better over time.

Winter, EnableUs Community

That’s so true, and it’s not just feel-good stuff. When you track trends in feedback over time, you can see, black and white, whether you’re lifting your game. Organisations that do this—like we saw with satisfaction score spikes in those proactive teams—have something to show in an audit, but also proof they’re genuinely improving, not just talking about it.

Will, EnableUs Community

At the end of the day, it comes down to this: when feedback’s part of the DNA, everyone feels heard and empowered—participants and staff alike. That’s what keeps trust high and the reputation strong. And, well, that’s what we’re after, isn’t it?

Winter, EnableUs Community

Definitely. Thanks for tuning in and sticking with us for another episode—we hope you’ve picked up something you can put to work, whether you’re just starting out or looking to sharpen your edge. We’ll be back with more ways to connect, grow, and support each other in the EnableUs community.

Will, EnableUs Community

Cheers Winter, and thanks everyone for listening. Catch you next episode!

Winter, EnableUs Community

See ya Will, see ya everyone!