Where does your feedback go?
Hey! We’re glad you’re here to learn more about our feedback process. We like to be transparent with everything we do at Sanctus. Whether that’s how we’re doing financially, how we work internally or what exactly the life of a coach is like.
In that spirit, we want you to know what we do with the feedback you leave after a coaching session. We hope you’ll always be as honest as possible and to do that, it kinda feels like we should let you know what actually happens once you leave it. So here it goes 🙂
Chronicling your journey
We often get feedback saying people would like a way to track their sessions and what they discussed. Well now, you can! We recently updated our feedback form to make things more reflective. The questions now offer prompts to make you look back on your session and capture all the moments that mattered to you. You have the option to get a copy of your feedback sent to you so that you can use this as a record for yourself — almost like a little journal of your learning and growth (FYI: we do not store your email address with your submission if you choose this option). This bit of our feedback form exists solely for you to have a copy and use our form to capture your own progress and journey. We know from experience this can be really special and impactful to look back on. You’ll be surprised how you can transform over a few sessions.
Coaches
Feedback is partially used to help our coaches get better at what they do and to allow them to be more responsive to your individual needs. As much as you’re growing in your Sanctus sessions, our coaches are evolving and honing their skills and experience too. Coaches work to tailor each session to meet your particular needs — we’re all different and what works for one person won’t necessarily be right for the next. The feedback you submit is collected by our Head Coaches and delivered in a batch to your Sanctus Coach 1:1 to help their development. This might look like a piece of feedback around how well someone dealt with a certain topic or wishing the coach had given you more of a heads up that you didn’t have much time left together. Our Head Coaches take the feedback direct to the coach and will discuss it with them to support how they might do better or continue the good stuff in future work. From the feedback we know what business you work at and who your coach was but no personal information like your name or email.
Your Business
We offer the businesses we work with usage reports. This contains information like how many people attended a Sanctus session, how many of those people were new vs repeat users alongside answers to the questions in the form itself. We never share any identifiable information with the businesses but we do share selected feedback.
We do this to offer a picture of Sanctus within a business. Alongside these reports, we’ll often come visit to check in and see how things are going from their side. We discuss with your business where Sanctus is doing well and how we could improve the relationship.
We want to feel part of the culture so that everyone who wants it, has a space to talk about their mental health. We hope by sharing this information we can understand how we can be a better partner and more visible in the business. This could be learning that we need better internal comms, changing the day timings, or improving the room that Sanctus sessions take place in. It’s pretty magic for your business to hear about the impact Sanctus has on the team!
Some businesses also take the feedback and attendance report into account when making budget decisions about whether to continue with Sanctus. Having qualitative feedback about the impact of sessions and the value it provides can really support the case for keeping Sanctus in your business. It’s another reason filling in the feedback form every time you attend is so important! You really help us show your business why Sanctus should stick around without compromising your privacy and confidentiality.
How Sanctus operates
We also want to know if our users are happy! Seems like kind of a ‘Duuhh” but we care about you guys. We love hearing about how Sanctus is for you. We want to know if the way we’ve set up Sanctus coaching works and how we can do better. From the information you leave, we’ll use this to inform future product decisions. Just like we did with turning the feedback form into a journaling tool. But who knows, maybe you’ll help us decide the next area for Sanctus’ growth. We want to keep you on the journey with us.
For now, that’s the way we roll with feedback! We hope you’ll deliver honest and detailed feedback not just to give us a heads up on what to improve, but to track your journey too.
