Program evaluation finds high client satisfaction but poor employment outcomes. How should leadership respond?
Select an answer to reveal the explanation.
Short Explanation
Happy clients who still aren't working means the program is friendly—but not finished. Keep the parts people value and fix the employment engine. Sweeping either number under the rug just delays the real repair.
Full Explanation
Satisfaction and employment outcomes measure different dimensions of program performance. High satisfaction with poor employment results indicates that client experience may be strong while the service model fails its vocational purpose. Effective leadership responds to both metrics—preserving positive process elements while redesigning interventions to improve employment outcomes.