Victim Feedback: Subject Matter Expert views on designing and implementing feedback mechanisms for service users

Overview and aims

As part of a programme of work on victim feedback loops, the CPS’ Research Team conducted research which explored the views and experiences of individuals who had designed and implemented a range of service user feedback mechanisms. Feedback mechanisms allow users to report on their experiences of a service, helping to provide insight into how effective services are and how they can be improved. The aim of the research was to understand:

• What the critical requirements, facilitators, and barriers are to designing and implementing a service user feedback mechanism
• What individuals had learnt from their experiences.

Fourteen interviews were conducted with individuals from a range of public, private, third sector, and non-profit organisations, who had experiences of designing and implementing service user feedback mechanisms and were considered subject matter experts (SMEs). The interviews were analysed thematically, and findings were grouped into eight central themes and 35 subthemes.

Why is it important?

In response to the recent consultation on ‘Delivering Justice to Victims’ (MoJ, 2022), victims identified the need for better feedback mechanisms across the Criminal Justice System. The introduction of the Victim and Prisoners Act 2024 has also meant that it is increasingly important to reflect on how the needs of victims can be met by criminal justice agencies, including the CPS. This research helps to outline best practice for implementing a feedback mechanism that centralises victims’ needs and experiences, helping to improve their experiences and practice.

How to set up the best service user feedback mechanism

Ensuring the use of the most appropriate methods: 

Findings from the research highlighted both the benefits and limitations of using various methods for collecting feedback, such as surveys, interviews, and focus groups. Participants suggested that using a combination of such approaches proved most beneficial for capturing different types of information and helping to meet the needs of service users. Participatory approaches which allow service users to influence decisions surrounding how feedback is gathered and how feedback mechanisms are designed were also thought to be useful, in order to further ensure that the needs of service users are incorporated.

Implementing strategies to build a strong project design:

Key facilitators to implementing successful feedback mechanisms were also highlighted by the research. These included having an appropriate budget to allow for suitable numbers of adequately experienced and skilled staff. Having a strong project design was also highlighted as a key facilitator and was linked with having clear goals and priorities and choosing appropriate recruitment and analysis methods.

Working collaboratively and flexibly:

Engaging with a range of stakeholders consistently was also highlighted as key to implementing successful feedback mechanisms. Working collaboratively within and outside of SMEs’ organisations was suggested to be critical to successful feedback mechanisms, as this enabled good practice and learning to be shared. The ability to be flexible was also highlighted as critical, in order for organisations to evolve with feedback and adapt to service user needs.

Considering the complex needs of service users:

The importance of considering the complex needs of service users and engaging with seldom heard groups (those who often face social barriers and can be difficult to access) was emphasised by SMEs, who highlighted the need to make feedback mechanisms as accessible as possible. Certain considerations were also highlighted as important when collecting victim feedback specifically, including the timing of the feedback request, the terminology used in the feedback mechanism, the skills of staff who collect feedback from victims, the availability of support when victims provide feedback, and the importance of ensuring that victim feedback is responded to and acted upon.

The full report is available on request – please email [email protected] for full access.