Facilities & Research Infrastructures
Independent User Feedback & Service Improvement
In a nutshell
The users of an irradiation facility often have highly specific observations about how a service could become more efficient, reliable and user-friendly. However, obtaining meaningful feedback requires more than asking whether a campaign was successful. We design and conduct structured electronic surveys and in-depth interviews after users have experienced a facility’s service. Feedback is analysed independently and, where appropriate, presented in an anonymised form so that users can address positive experiences as well as shortcomings and sensitive issues openly. The evaluation covers the entire user journey—from preparation and onboarding to the irradiation campaign, technical support, administration, communication and follow-up.
Main Target Group
Irradiation facilities, facility networks, research infrastructures, pilot services and scientific organisations providing access to external users.
Irradiation facilities, facility networks, research infrastructures, pilot services and scientific organisations providing access to external users.
Scope of Services
Definition of evaluation objectives and relevant performance indicators
Professional development of questionnaires including customer tailored technical questions and facility-specific service features
Independent and confidential collection of feedback
Anonymisation of sensitive or critical comments
Electronic Surveys
Design of electronic surveys with rating questions and free-text fields
Implementation of questionnaires in professional digital survey tools
Communication with participating users including management of reminders and response follow-up
Analysis of quantitative ratings and service-performance indicators
Preparation of meaningful graphs, tables and management summaries
Structured evaluation and grouping of free-text responses
Identification of recurring strengths, weaknesses and improvement priorities
Comparison of results between consecutive user campaigns
Development of practical recommendations for service improvement
In-person interviews
Development of structured interview guides
Conducting in-depth interviews remotely or on-site directly after a test campaign
Deliverable:
Preparation and presentation of results for facility management, project teams or other relevant stakeholders
Scope of Services
Definition of evaluation objectives and relevant performance indicators
Professional development of questionnaires including customer tailored technical questions and facility-specific service features
Independent and confidential collection of feedback
Anonymisation of sensitive or critical comments
Electronic Surveys
Design of electronic surveys with rating questions and free-text fields
Implementation of questionnaires in professional digital survey tools
Communication with participating users including management of reminders and response follow-up
Analysis of quantitative ratings and service-performance indicators
Preparation of meaningful graphs, tables and management summaries
Structured evaluation and grouping of free-text responses
Identification of recurring strengths, weaknesses and improvement priorities
Comparison of results between consecutive user campaigns
Development of practical recommendations for service improvement
In-person interviews
Development of structured interview guides
Conducting in-depth interviews remotely or on-site directly after a test campaign
Deliverable:
Preparation and presentation of results for facility management, project teams or other relevant stakeholders
Benefits for Clients
Outsourcing the feedback process significantly reduces the workload for facility teams.
Designing the right questions, communicating with users, conducting interviews and analysing extensive rating and free-text data require time and specialist experience.
As an independent party, we can also create an environment in which users are more comfortable providing honest and constructive feedback.
Structured interviews make it possible to explore why a process was inefficient or why a particular part of the service did not meet expectations, rather than merely recording a negative rating.
The resulting evidence helps facility managers prioritise improvements and provides a neutral basis for internal decisions. We support that prioritisation process of with our in-depth business intelligence.
When user recommendations are implemented, the service can become more streamlined before, during and after the campaign, supporting more efficient testing and a smoother experience for future users. This creates a win-win situation for the facility as well as for the user.
Benefits for Clients
Outsourcing the feedback process significantly reduces the workload for facility teams.
Designing the right questions, communicating with users, conducting interviews and analysing extensive rating and free-text data require time and specialist experience.
As an independent party, we can also create an environment in which users are more comfortable providing honest and constructive feedback.
Structured interviews make it possible to explore why a process was inefficient or why a particular part of the service did not meet expectations, rather than merely recording a negative rating.
The resulting evidence helps facility managers prioritise improvements and provides a neutral basis for internal decisions. We support that prioritisation process of with our in-depth business intelligence.
When user recommendations are implemented, the service can become more streamlined before, during and after the campaign, supporting more efficient testing and a smoother experience for future users. This creates a win-win situation for the facility as well as for the user.
Application Example
For the 2025 HEARTS@CERN pilot user campaign, we supported the evaluation of the service provided to all user teams. The work included reviewing and expanding the electronic questionnaire, transferring it to a professional survey tool, collecting responses, evaluating rating questions and free-text comments and comparing the results with the previous campaign conducted in 2024.
The evaluation also included structured interviews with three new users. The feedback was used in two ways: first, to improve the service itself, and second, to develop showcases for communication through channels such as LinkedIn and internal HEARTS promotion.
DINI presented the results from an independent perspective at the HEARTS annual meeting in Rome in 2026.
Application Example
For the 2025 HEARTS@CERN pilot user campaign, we supported the evaluation of the service provided to all user teams. The work included reviewing and expanding the electronic questionnaire, transferring it to a professional survey tool, collecting responses, evaluating rating questions and free-text comments and comparing the results with the previous campaign conducted in 2024.
The evaluation also included structured interviews with three new users. The feedback was used in two ways: first, to improve the service itself, and second, to develop showcases for communication through channels such as LinkedIn and internal HEARTS promotion.
DINI presented the results from an independent perspective at the HEARTS annual meeting in Rome in 2026.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.
Facilities & Research Infrastructures
Independent User Feedback & Service Improvement
In a nutshell
The users of an irradiation facility often have highly specific observations about how a service could become more efficient, reliable and user-friendly. However, obtaining meaningful feedback requires more than asking whether a campaign was successful. We design and conduct structured electronic surveys and in-depth interviews after users have experienced a facility’s service. Feedback is analysed independently and, where appropriate, presented in an anonymised form so that users can address positive experiences as well as shortcomings and sensitive issues openly. The evaluation covers the entire user journey—from preparation and onboarding to the irradiation campaign, technical support, administration, communication and follow-up.
Main Target Group
Irradiation facilities, facility networks, research infrastructures, pilot services and scientific organisations providing access to external users.
Irradiation facilities, facility networks, research infrastructures, pilot services and scientific organisations providing access to external users.
Scope of Services
Definition of evaluation objectives and relevant performance indicators
Professional development of questionnaires including customer tailored technical questions and facility-specific service features
Independent and confidential collection of feedback
Anonymisation of sensitive or critical comments
Electronic Surveys
Design of electronic surveys with rating questions and free-text fields
Implementation of questionnaires in professional digital survey tools
Communication with participating users including management of reminders and response follow-up
Analysis of quantitative ratings and service-performance indicators
Preparation of meaningful graphs, tables and management summaries
Structured evaluation and grouping of free-text responses
Identification of recurring strengths, weaknesses and improvement priorities
Comparison of results between consecutive user campaigns
Development of practical recommendations for service improvement
In-person interviews
Development of structured interview guides
Conducting in-depth interviews remotely or on-site directly after a test campaign
Deliverable:
Preparation and presentation of results for facility management, project teams or other relevant stakeholders
Scope of Services
Definition of evaluation objectives and relevant performance indicators
Professional development of questionnaires including customer tailored technical questions and facility-specific service features
Independent and confidential collection of feedback
Anonymisation of sensitive or critical comments
Electronic Surveys
Design of electronic surveys with rating questions and free-text fields
Implementation of questionnaires in professional digital survey tools
Communication with participating users including management of reminders and response follow-up
Analysis of quantitative ratings and service-performance indicators
Preparation of meaningful graphs, tables and management summaries
Structured evaluation and grouping of free-text responses
Identification of recurring strengths, weaknesses and improvement priorities
Comparison of results between consecutive user campaigns
Development of practical recommendations for service improvement
In-person interviews
Development of structured interview guides
Conducting in-depth interviews remotely or on-site directly after a test campaign
Deliverable:
Preparation and presentation of results for facility management, project teams or other relevant stakeholders
Benefits for Clients
Outsourcing the feedback process significantly reduces the workload for facility teams.
Designing the right questions, communicating with users, conducting interviews and analysing extensive rating and free-text data require time and specialist experience.
As an independent party, we can also create an environment in which users are more comfortable providing honest and constructive feedback.
Structured interviews make it possible to explore why a process was inefficient or why a particular part of the service did not meet expectations, rather than merely recording a negative rating.
The resulting evidence helps facility managers prioritise improvements and provides a neutral basis for internal decisions. We support that prioritisation process of with our in-depth business intelligence.
When user recommendations are implemented, the service can become more streamlined before, during and after the campaign, supporting more efficient testing and a smoother experience for future users. This creates a win-win situation for the facility as well as for the user.
Benefits for Clients
Outsourcing the feedback process significantly reduces the workload for facility teams.
Designing the right questions, communicating with users, conducting interviews and analysing extensive rating and free-text data require time and specialist experience.
As an independent party, we can also create an environment in which users are more comfortable providing honest and constructive feedback.
Structured interviews make it possible to explore why a process was inefficient or why a particular part of the service did not meet expectations, rather than merely recording a negative rating.
The resulting evidence helps facility managers prioritise improvements and provides a neutral basis for internal decisions. We support that prioritisation process of with our in-depth business intelligence.
When user recommendations are implemented, the service can become more streamlined before, during and after the campaign, supporting more efficient testing and a smoother experience for future users. This creates a win-win situation for the facility as well as for the user.
Application Example
For the 2025 HEARTS@CERN pilot user campaign, we supported the evaluation of the service provided to all user teams. The work included reviewing and expanding the electronic questionnaire, transferring it to a professional survey tool, collecting responses, evaluating rating questions and free-text comments and comparing the results with the previous campaign conducted in 2024.
The evaluation also included structured interviews with three new users. The feedback was used in two ways: first, to improve the service itself, and second, to develop showcases for communication through channels such as LinkedIn and internal HEARTS promotion.
DINI presented the results from an independent perspective at the HEARTS annual meeting in Rome in 2026.
Application Example
For the 2025 HEARTS@CERN pilot user campaign, we supported the evaluation of the service provided to all user teams. The work included reviewing and expanding the electronic questionnaire, transferring it to a professional survey tool, collecting responses, evaluating rating questions and free-text comments and comparing the results with the previous campaign conducted in 2024.
The evaluation also included structured interviews with three new users. The feedback was used in two ways: first, to improve the service itself, and second, to develop showcases for communication through channels such as LinkedIn and internal HEARTS promotion.
DINI presented the results from an independent perspective at the HEARTS annual meeting in Rome in 2026.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.
Let’s turn scientific capability into practical impact
Whether you are developing a new irradiation service, preparing a research proposal, looking for a suitable facility or seeking independent user feedback, we would be pleased to discuss the next step with you.