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.
Light touch continuous feedback
Our consultants will help you build a system that saves time and money while amplifying your learning.
The Feedback Commons provides you with the means to combine new and old data sets, and combine listening across channels into a common analysis.
Benchmarks and predictive Indicators
Test your theory of change through feedback loops with each of your most important constituent groups. Reliable data becomes insight through dialogues with constituents.
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
Our House in Little Rock, Arkansas provides housing, children’s programs, career and homelessness-prevention services. And a master class in how to get your staff and your clients enthused about collecting feedback. Joy Ritchey, Grants Manger for Our House, which serves more than 1800 people a year, explained that they have a history and culture of seeking client voice in programing. Such as their mini documentary series staring their clients. But when they had an opportunity[…]
Foundation leaders believe to increase their impact they need to listen to the people they are supposed to serve. There is concern among US foundation leaders that this is not currently happening. These insights come from a report by Centre for Effective Philanthropy commissioned by the William and Flora Hewlett Foundation to mark its 50th birthday. It makes interesting reading – particularly where CEOs highlight the need to listen and learn both from the people[…]
The Mayday Trust totally overhauled the way it supports people experiencing homelessness after listening to feedback (See previous blog). The new way of working involves really listening to clients and to do this effectively involves addressing the multiple power dynamics in play between funders, charities and the people they serve. Pat McArdle Mayday Trust’s chief executive officer said: “We began to shift the power dynamics in all interactions to give people more power and choice.”[…]
Client feedback resulted in a radical redesign of how one homelessness charity offers all its services. Back in 2011, thanks to the tough funding climate in the UK the Mayday Trust was considering whether it should merge with another organization and decided to review its services. In an attempt to discover the charity’s unique offering they spoke to over 100 people experiencing homelessness and frontline staff inside and outside the organization. The results were complied[…]
“We don’t see things as they are, we see things as WE are.” – Anais Nin once said. When this power of personal perspective is used to transform the world we call it “vision”. But it can also color the lens through which we see the world. In that case, we call this misperception “bias”. Observer bias is the reason evaluators and analysts cling to the clarity of numbers, sums, averages, and error bars. But statistics[…]
Keystone Accountability believes that when everybody has a voice, and the leadership pays attention to what people are saying, this is the best possible form of management. 2016 has been the year of surprising referendum results. In June, 52% of UK citizens voted to leave the EU. This was followed the next day by an unprecedented number of google searches for “what is the EU“. And in November, Donald Trump narrowly beat Hillary Clinton by[…]
A rose by any other name would smell as sweet. Or so we are told. But is it true? Words are powerful and we use them carefully to evoke certain feelings and emotions. For example, the vast majority of international NGOs work in “partnerships”. What does this word partnerships evoke? Shared mutual benefits perhaps? Shared risks? Collaboration between actors who jointly deliver activities, supporting each other and holding each other to account? I would argue[…]
Since the US election result there have been thousands of social media posts and opinion pieces asking “How did this happen?”. People were visibly shaken at the announcement of the next United States President-elect, Donald Trump. I admit that I was shocked too. But should I be? If I’m honest with myself, I spend most of my time trolling news and other websites that usually confirm what I already know and want to believe. The[…]
Keystone Accountability is built on the knowledge that the voices of constituents are key to improving the performance of your organization. In a paper published today Keystone’s chief executive David Bonbright and NPC discuss how user voice can and should be part of measuring the impact of charities. The guide is intended to help charities use feedback from their users to improve their performance and results. Director of Development at NPC, Tris Lumley said: “While[…]
For a decade one of my standard introductions to our work has been, “The voices of those meant to benefit from our work is the most neglected important piece of the impact measurement puzzle. Not the only important piece, but the most neglected important piece.” After that past three weeks, I may have to change that intro to, “Constituent Voice – or constituent feedback – is the coming thing in the impact space.” I am[…]