EXERCISE 1• WHAT METHODS OR APPROACHES COULD WE HAVE USED TO GATHER
FEEDBACK PRIOR TO STARTING REFURBISHMENT?• PLEASE ADD ANSWERS TO PADLET
https://padlet.com/davidcloveruk/ik96t0g0lgd5
• 10 MINUTES
CUSTOMER FEEDBACK• NSS, PGTES, PGRES AND ISB SURVEYS• AD HOC SURVEYS• PROGRAMME COMMITTEES• OUT AND ABOUT SESSIONS• CUSTOMER JOURNEY MAPPING• SURVEY KIOSKS• FLIP CHARTS• ETHNOGRAPHY
EXERCISE 2• IN GROUPS • TAKE A FEEDBACK PACK AND FIRST INDIVIDUALLY THINK OF WAYS OF ADDRESSING THE
CONCERNS RAISED WRITING EACH IDEA ON A SEPARATE POST-IT NOTE (5 MINUTES)• IN GROUPS ARRANGE THESE IDEAS INTO THE PREPREPARED GRID • HOW? ORIGINAL IDEAS THAT SEEM DIFFICULT TO IMPLEMENT• NOW: NORMAL IDEAS THAT ARE EASY TO IMPLEMENT• WOW! ORIGINAL IDEAS THAT ARE EASY TO IMPLEMENT (10 MINUTES)
• FEEDBACK THE TWO “BEST” IDEAS