CX Tracker: Amplifying the Voice of our Clients

At Scope, we are committed to empowering our clients and amplifying their voices in everything we do. After a successful 12-month pilot, we're happy to announce that the digital feedback tool, CX Tracker, will now be a permanent part of our resources to better understand and improve our clients' experiences.

The CX Tracker plays a vital role in our Client Participation Framework. This digital tool makes it easy for clients to provide continuous feedback, enabling us to make better decisions together and develop services that better cater to their needs.

Positive Changes from Client Feedback

Over the 12-month pilot, we received more than 1000 completed surveys through the CX Tracker across 222 sites.

The feedback we received has led to several positive changes, including:

Expanding the CX Tracker Program

Building on this success, CX Tracker devices have been delivered to 180 Social Connection and Supported Independent Living (SIL) sites. These devices will continue to capture valuable client feedback, helping us to listen, understand, and respond to our clients' needs effectively.

In locations without a CX Tracker device, independent interviewers will visit in the coming months to support clients in participating in the program. This ensures that we gather all necessary insights, regardless of the availability of devices and where a client may not be able to engage independently.

You can be involved by encouraging your loved one or family member to participate and share their feedback so that we can continue to evolve our client experience to meet their needs.