We help organisations understand and improve their performance through harnessing feedback, especially from the people they serve. We have developed Constituent Voice™ for this purpose.
Working well with others
Manage how you work with others with feedback from partners
Working well together
Addressing equity, diversity, and inclusion in international NGOs
Systematic stress test of how you measure, learn, and improve
Leveraging the power of feedback
Build your light-touch, bespoke feedback system
The recipe for our secret sauce
Organizations can ask the people who are intended to benefit from social change what they think about plans, performance and reports. We call this Constituent Voice.
Constituent Voice is a tool to manage performance rather than a form of evaluation, and used in all our surveys. Still, feedback data is an early indicator of change taking place and can be triangulated with other evidence of results (including objective measures and impact evaluations) to enrich your understanding of what is happening now.
It is often predictive of future outcomes. In developing the Constituent Voice method, Keystone has drawn from tested customer satisfaction techniques, and has adapted them to the context of development where people’s choice is often limited by the monopolistic position of aid agencies and government service providers.
Ask 2 to 5 questions continuously across a representative sample of your constituents.
Cluster responses by promoters, passives and detractors.
Analyse and compare your feedback with that of similar organisations.
Act on feedback and dialogue to increase promoters and decrease detractors.
Where you can gain a deeper understanding of our methods and our work
I’m a slow learner. Over a decade into this work, it hit me that Constituent Voice is what New Yorker writer Atul Guwande dubbed a “slow idea”. In Guwande’s New Yorker article comparison of the historical uptake of anesthesia and antiseptics, he asks, why did one take off rapidly while[…]
Seven weeks after the team started their experiments we are checking in on the Rumphi Social Lab to find out what they have learnt. Fifty participants from the five teams returned to share experiences, reflect on progress and report back on what they had learned while working on their micro[…]
Today is the day for groups to dig into the detail of their planned micro-actions and get feedback and coaching. The seven ‘big ideas’ have been reduced to five. The groups driving each idea have clarified their assumptions and identified a first draft of what actions they believe they must[…]
The main objective of the fourth and final day of the Rumphi Social Lab design workshop was the formation of micro-action teams to take forward seven ‘big ideas’ to improve development in Rumphi. The teams did indeed form (and merge down to five), and lists of ‘key assumptions that must[…]
In yesterday’s blog we asked a bold question, ‘Can social labs save development?’ Day two brought us deep into social lab process. The morning began with reflections on the insights of yesterday. Participants spoke with emotion about seeing the broken relationships systematically mapped from the perspective of each constituent group.[…]
Foreign aid in Malawi is as much as 50% of the national budget. This startling fact poses a paradox that haunts Malawi and all aid dependent countries. On the one hand, aid is desperately needed to finance essential services like health, education, and agriculture development. On the other hand, foreign[…]
Is accountability to the people you serve linked to the resilience of your organization? This is what Keystone Accountability is testing over the next two years. In partnership with Civicus and Accountable Now, we have launched a new initiative called Resilient Roots exploring the links between increasing public support and[…]
At Keystone we know that effectively communicating with the people you serve is a great way to build trust and improve outcomes. In this blog we explore the work of Flamboyan Foundation, partnering with schools in Washington DC to improve learning outcomes for students through effective family engagement. At the[…]
Nafisika Trust works in Kenya providing counselling and training to people in prison. The Trust is reaping the benefits of a Constituent Voice feedback system and using data to improve their programs. Vickie Wambura the founder and director of the charity said: “We thought were gathering feedback but we kept[…]