User responses are a powerful tool for improving the quality of services offered. In this case, feedback is intended to improve accessibility in cultural institutions to make the user experience better and more valuable.
Among the methods of collecting and analysing feedback, there are several major ones:
- Surveys: This is a useful method because of the ability to ask open-ended and closed-ended questions, post opinions on a satisfaction scale, and appeal to user experience and preferences. It’s worth using tools such as Google Forms, SurveyMonkey and Typeform, which make it easy to create and distribute surveys.
- Interviews: They can be conducted in person or virtually, in one-on-one or group sessions. An interview allows for better user interaction, which surveys will not provide, and thus more individualized quality statements. Practical tools to interview: Otter, CapCut video editor)
- Reviews: This is a method that allows you to express your opinion on a designated topic with a focus on facts and subjective perception.
- Sharing success histories: This method involves collecting direct statements (testimonials) from users, which creates a space to explore the authenticity of the experience.
Information channels for collecting feedback:
- Feedback buttons on the institution’s website
- Emails
- Social media
Feedback analysis: following steps
- Grouping feedback into relevant topics and categories
- Prioritizing user feedback in terms of the institution’s mission and goals
- Identifying areas for improvement (with a focus on recurring data)
The result of all these activities should be improved accessibility with a view to personalizing the user’s experience and enhancing their satisfaction in interacting with art. In the long term, such activities serve to build trust in the institution and improve communication with the target group, and this leads to a better quality of the proposed solutions. Thus, the likelihood of raising the quantitative ratios of people, including those with special needs, using cultural goods is increased.