You Said, We Listened – Parent & Carer Feedback
Earlier this year, we hosted another survey for parents and carers to find out about their experience with The Adventure Service (TAS), especially what works well for their Adventurers and the areas where we could improve. These surveys help us shape our direction so we can deliver the best service for our community.
What Worked Well
We received lots of positive feedback about our outdoor activity selection, the support from our team, the friendships that have developed along the way, and how our Adventurers have improved in confidence and independence.
“Their self-confidence has grown enormously since they started last year. I love that the attitude of the service is ‘how can we support them to do this’ rather than ‘they can’t do this’.”
“Knowing that they are outside doing activities which they like with their fellow Adventurers.”
We were particularly pleased to hear that our Adventurers have made friends with other Adventurers, which is something some of them have previously struggled with. This is a huge milestone for them to achieve. Another aspect highlighted was the positive feedback we received regarding our staff teams. Our team strives to make each adventure special, ensure every Adventurer feels heard, and make every achievement count.
“Much happier, calmer, they really enjoy the friendships.”
“The staff are always approachable, smiling and dedicated to their work.”
“I really appreciated how well you know them and how positive you were about their progress.”
Lessons Learned
You also told us where we could improve, and we've listened.
Reviews: Suggestions included distributing information before review meetings. We’re currently reviewing our existing process so that paperwork can be shared in advance wherever possible, giving attendees more time to consider their feedback and discuss it with their Adventurer.
More activities: Based on the increasing demand for activities including cycling, wild swimming, caving, scrambling, climbing and sailing, we are reviewing our current activity calendar across all of our hubs. Additionally, a new staff training plan and new qualifications have been implemented so that we can safely introduce even more adventurous opportunities.
More photographs: Some parents requested that we take more photos during activities, as this would help them find out what Adventurers have been doing, particularly when they may not always be able to tell them about their day themselves. We’ve reminded our teams about regularly taking and sharing photographs, and making sure all groups and Adventurers are represented wherever possible.
Communication: There was lots of positive feedback about communication, but you also highlighted areas where we could be more consistent, particularly around letting families know about late returns and responding to queries. We’re continuing to reinforce these expectations across our teams.
Furthermore, we also received some fantastic recommendations and ideas that could help us with transport, additional activity locations, Short Breaks and future services. These will require longer-term planning, but your suggestions will help shape our discussions as TAS continues to grow.
We’re incredibly pleased to hear about the positive difference TAS is making, but we also know there will always be things we can improve.
Thank you for your feedback, your continued support, and for helping us make The Adventure Service even better for our Adventurers.
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