Oldie but a Goodie

This is one of the early articles written about CEO’s work to collect beneficiary feedback, authored by Marc Gunther of Nonprofit Chronicles. Check it out here.

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2017 Feedback Summit

For the third year in a row, CEO sent representatives from it’s Constituent Voice team to the annual Feedback Summit, hosted by Feedback Labs in Washington D.C. The conference continues to push our thinking on feedback collection, analyzation, and action. This year’s theme focused on transforming voices and unleashing power. Check out a great write up of the two-day conference, featuring notes about CEO’s work here!Screen Shot 2017-11-14 at 12.57.11 PM

Above: Nate Mandel, from CEO’s Program Innovation department, speaking at the 2017 Feedback Summit about CEO’s work to get feedback side by side with performance management data.

Related Links: Stanford Social Innovation Review

Check out these two links from the Stanford Social Innovation Review.

One is a recording of an event “Learning How to Listen to Beneficiaries” featuring CEO’s Chief Operating Officer, Brad Dudding:

https://ssir.org/podcasts/entry/learning_to_listen_to_beneficiaries

Another is a fascinating case study about the value of listening to customers in the social service sector:

https://ssir.org/articles/entry/at_the_heart_of_impact_measurement_listening_to_customers

 

2 More Articles about Feedback at CEO!

In recent weeks, partners and collaborators continue to write about our efforts at CEO to obtain feedback from those who matter most — our participants!

Here, Mogli SMS (who power our text message surveys through Salesforce) write about the power of a text message:

Mogli SMS: It’s Not Just a Text…It’s an Intervention

And here, Jehan Velji, Director of Program Strategy at the Edna McConnell Clark Foundation, discusses the urgent need for foundations, philanthropies, and nonprofit organizations to prioritize listening to beneficiaries, especially in the context of today’s uncertain social/political situation:

Jehan Velji: In Uncertain Times, We Must Listen to Those We Seek to Help

 

Getting Proximate to the Work

On April 5th, 2017 CEO staffers Christine Kidd and Nate Mandel (pictured below on right) accompanied three former participants (Luis Fonseca, Warren Sanders, Antoine Ragland — picture below in middle from left to right) to Boston, MA to attend the Center for Effective Philanthropy (CEP) conference and discuss the experience of providing feedback to CEO. The session inspired multiple write-ups and blog posts throughout the “feedback community” and Twittersphere, which we link to here. Check them out!

Melinda Tuan from Fund for Shared Insight on Getting Proximate

Nate Mandel from CEO on Truly Listening

CEP-Conference-2

Looking Back: Feedback Loops

About one year ago, Beth Kanter dove into the world of nonprofit feedback loops and beneficiary feedback on her popular blog. CEO was featured as an early adopter of this work. Check out the article here:

http://www.bethkanter.org/feedback-loops/

Looking back on this now, the courtesy she refers to seems like less of an obstacle than it was then. For one, participants routinely express concern around the same point of friction: the call-in process for signing up for jobs (we call it “plugging-in”). Perhaps, when there’s an issue that is more commonly felt, the lack of anonymity seems less likely to prevent open criticism.

It will be interesting to look back again another year from now on how our process has evolved. As CEO works feverishly to address the plugging-in paint point, perhaps feedback loops will take on yet another formĀ in the coming months.

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