Helpline research and evaluation is a specialist service provided by M·E·L Research. Our clients in the field of Helpline evaluation research include: Mind, Samaritans, We Are Digital and Shelter. We are particularly proud of our track record of helping to explore the services these organistaions deliver and of providing insight to maximise the support and benefits delivered to vulnerable individuals.
We use mixed-methods quantitative and qualitative approaches to measure and understand the user experience. Our focus is on eliciting actionable insights to inform Helpline service delivery, practice, impact and effectiveness.
Qualitative participatory insight: We gather the lived experience of service users using our flexible toolkit ranging from private online discussion board, ‘walk & talk ‘sessions, to remote depth interviews.
Analysing helpline, project or intervention data – We analyse existing data and incorporate findings into our evaluation approach, such as data on patterns of Helpline use, demographics of service users, how quickly calls are answered, and actions advised.
Quantitative surveys: drawing on a library of robust questions that focus on the user experience and needs. We use our in-house telephone team, online surveys and other methods such as WhatsApp.
Action and longer-term impact on service users: We take that step further to understand what the longer term impact has been on service users by exploring what actions have been taken as a result of the advice and support received.
Wide stakeholder exploration: we’re experienced in working with partners, delivery staff, volunteers and management teams to further explore helplines and their impact on both service users, volunteers and staff.
If you would like to know more about the helpline evaluation research we undertake for a range of charities and third sector organisations and NGOs, as well as public sector organisations, please get in touch below.
