Client ratings for feeling understood by their doula have remained exceptionally high, consistently ranging from 9.4 to 10.0 over the past six quarters. This reflects SisterWeb’s strong foundation in culturally congruent care and its intentional efforts to match clients with doulas who share lived experience, language, or deep cultural awareness. The brief dip in Q2 2024 to 9.4 may have been related to staff transitions, onboarding of new doulas, or changes in how client feedback was collected. However, the recovery to 9.8 in the following quarters suggests that any challenges were effectively addressed. The overall stability in these scores indicates that clients continue to feel deeply seen and supported within the doula relationship.

Lead doulas, program coordinators, and doula mentors play a key role in supporting doulas to provide care that is affirming and rooted in cultural humility. Clients themselves are also essential partners—their feedback helps shape program practices and training priorities. Evaluation staff support this measure by collecting, analyzing, and sharing client satisfaction data with program teams. Community-based training partners and cultural advisors also support the organization's commitment to identity-affirming care.

Ongoing training in trauma-informed care, reproductive justice, and reflective supervision allows doulas to build strong, trust-based relationships with clients. The Client Satisfaction Survey in Compyle is a valuable tool for hearing the client's voice and tracking whether this level of connection is sustained over time. SisterWeb’s feedback-informed approach enables program teams to adjust in real time if concerns arise.

To maintain this high level of client satisfaction, SisterWeb can continue to invest in culturally grounded mentorship, peer reflection spaces, and storytelling practices that reinforce why this work matters. Enhancing doula-client matching processes based on language or cultural preference could further strengthen outcomes. To go deeper, SisterWeb might consider adding a few open-ended questions to the survey, giving clients more space to describe what feeling “understood” means to them. These insights can be used to co-create training topics, support materials, or onboarding strategies for new doulas.