Overcoming the Courtesy Bias

In the early days of Constituent Voice at CEO, we faced an overwhelming number of high scores. Our Net Promoter Score was hovering around 80, and participants were regularly providing us with an A+ report card…so we knew something was wrong. After all, no organizations is perfect and we know there are areas where we could improve. As CV has progressed, we’ve continually sought out new methods to gain candor and honesty in our participants’ assessment of our program. This blog post by Keystone Accountability goes through the steps we took to begin to push back against a perceived “courtesy bias”.

Blog Post: How CEO Turned High Scores into Constructive Criticism



Case Study on Constituent Voice at CEO

To implement Constituent Voice back in the spring of 2015, CEO partnered with Keystone Accountability to develop survey questions and methodologies. Recently, Keystone has featured a case study of our journey on their website. Check it out here!