Indicator 30 — Collecting stakeholder feedback
You must collect the appraisals of your services' stakeholders — beneficiaries, funders, companies and teaching teams — and be able to present the results.
Applies to: OF · CFA · VAE · CBC
What the auditor actually checks
Indicator 30 opens criterion 7, the quality loop. The classic mistake is reducing it to the trainee satisfaction questionnaire. The framework speaks of stakeholders, plural: beneficiaries, but also funders (OPCOs, client companies, the Caisse des Dépôts for the CPF), host companies where relevant, and internal or subcontracted teaching teams.
The auditor therefore verifies:
- Coverage: do you collect the views of every category relevant to your activity? An independent selling B2B must at minimum survey the trainees AND the ordering client.
- Systematisation: is collection done at every session, with a stable tool (online or paper form), at defined moments — hot at the end of training, cold a few weeks or months later?
- Usability: are the answers compiled somewhere (summary table, averages, response rates), ready to feed indicators 2 (published results) and 32 (continuous improvement)?
Achieving compliance, step by step
1. Build two questionnaires
A hot one (end of session): perceived objective attainment, delivery quality, materials, organisation, recommendation, free text. A cold one (30 to 90 days): application of the learning, effects on the job. Ten to fifteen questions maximum, homogeneous scales (1 to 5), so you can compute averages.
2. Add the other stakeholders
For the ordering client or funder: three to five questions by email after the service suffice (fit to the need, organisation, intention to work together again). For your subcontracted trainers: an end-of-session report. For a solo independent, the written self-review of the session stands in for the teaching team's appraisal — formalise it.
3. Compile into a tracking table
One row per session: dates, headcount, response rate, per-question averages, notable verbatims. This table is the pivot evidence: it feeds your published satisfaction rates (indicator 2) and your improvement plan (indicator 32).
4. Handle the "no session yet" case
New entrant with no history: present the ready-to-use tools and the planned process. The auditor validates the system; the surveillance audit checks its real application.
Field advice
Aim for cross-indicator consistency — that is what the auditor tests first on criterion 7: a satisfaction rate displayed on your website (indicator 2) must be found in your compilation table, itself derived from the questionnaires you present here. One complete chain on a single real session beats perfect templates never used.
The evidence the auditor expects
- P.1Hot and cold satisfaction questionnaires, with their distribution arrangements
- P.2Appraisal questionnaires or templates for funders and ordering clients
- P.3Trainers' end-of-session reports or self-reviews (independent)
- P.4Results compilation table per session: response rate, averages, verbatims
- P.5Examples of genuinely completed questionnaires from past sessions
- P.6Evidence of non-respondent follow-up (template emails, scheduling)
Common mistakes in audits
- Collecting only trainees' views and forgetting funders, companies and teaching teams
- Distributing questionnaires without ever compiling or analysing the answers
- Displaying satisfaction rates (indicator 2) without being able to show the source data
- Using different scales from one session to the next, making any summary impossible
- Presenting only blank templates when sessions have already taken place
FAQ — indicator 30
+Who are the stakeholders to survey under indicator 30?
Beneficiaries (trainees, apprentices), funders and ordering clients (OPCOs, client companies), host companies in work-linked training, and teaching teams — including subcontracted ones. Coverage depends on your actual activity.
+Are both hot and cold questionnaires mandatory?
The framework does not explicitly impose both, but the hot/cold pair has become the expected standard: the first measures immediate satisfaction, the second the transfer of learning. It also secures indicators 11 and 32.
+How do you pass indicator 30 before training anyone?
As a new entrant, present ready-to-use questionnaires, the planned distribution circuit and the prepared compilation table. The auditor assesses the system; its implementation is checked at the surveillance audit.
- IND. 31Handling complaints and incidents
- IND. 32Continuous improvement