The decision
Keep the wording, collection method and response period visible. A change in who responds can alter a score without proving that the service itself improved or worsened.
Rehearse this before accepting the change
Change the question wording; reports should identify the break in comparability.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Track results with missing question or sampling context.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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