Why listening to others systematically through Constituent Voice(TM) can transform your organization
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
Increasingly, international non-governmental organisations (INGOs) work through local partners. Constructive relationships between these organisations are critical for effective development. But do INGOs know what their partners really think of them? Keystone Accountability has surveyed thousands of local partners of INGOs. We ask about trust, support, communication and other areas, shining a spotlight on the relationship between the INGOs and their partners. Survey responses are anonymous so partners can express their opinions freely and the results[…]
Since 2013 World Vision has been running seven DFID-funded “beneficiary feedback mechanism” experiments in health programmes in India and Africa with local partners. Earlier this month World Vision convened a highly informative day-long learning event in London where about 50 practitioners from across the globe discussed the experiments, aided by high quality documentation in video, written and slide presentation forms. This is exactly the kind of feedback practice literature that we need as Constituent Voice[…]
Last summer, the Blagrave Trust with support from Keystone Accountability set out to learn more about what youth-oriented charities do to listen and respond to the young people they help. Keystone spent time with key staff from eight Blagrave partners to understand and document their youth feedback related practices. Among the eight partners, there was a growing recognition of the importance and value of listening, and as a result feedback was becoming a higher priority[…]
This article was originally published on Alliance Magazine’s website on March 22, 2016. The non-profit impact revolution has taken a wrong turn. The job of examining their impact should be done by independent specialists rather than non-profits themselves: this is what Caroline Fiennes and Ken Berger argue in the March 2016 issue of Alliance magazine. As self-styled ‘veterans and cheerleaders’ of that revolution, their article constitutes both a change of direction and a major mea culpa.[…]
Press Release: Keystone Accountability Awarded $600,000 Grant to Continue Efforts to Advance the Practice of Feedback Loops
For Immediate Release January 27, 2016 Contact: Ilva Letoja +44 20 3735 6367 ilva(at)keystoneaccountability.org Keystone Accountability Awarded $600,000 Grant to Continue Efforts to Advance the Practice of Feedback Loops Fund for Shared Insight to provide additional support for five previously funded projects and one new research grant in 2016 London, UK— Fund for Shared Insight selected Keystone Accountability to receive additional funding to continue their efforts to improve philanthropy. Keystone Accountability was one of 14[…]
Hear our chief executive, David Bonbright, in conversation with Business of Giving host Denver Frederick in a new podcast from the radio interview that aired on Sunday evening, 24 January. Denver was very well prepared and we think the result is a breezy, informative “state of the field”. Please let us know what you think! Update, January 28: Denver Fredrick has shared the interview transcript with us, also available on his blog: The following is[…]
When we launched Ground Truth in 2012, we thought tracking the perceptions of the intended beneficiaries of aid – accurately and frequently – would prompt more responsive humanitarian programmes. That still sounds reasonable, and our experience over the past three years has gone a long way towards validating the hypothesis. But it also underlines the challenge of going the last mile – of motivating staff to act on feedback from people whose insight could help[…]
This blog was originally posted on the Ground Truth Solutions website. With the growing focus on effectiveness and accountability in humanitarian operations, expectations for feedback mechanisms are unrealistically high. Contemporary wisdom demands that they both provide insight on the perceptions of people affected by humanitarian disasters and create the impetus for follow-up action. That’s a lot to ask in a field where power relations remain heavily skewed towards aid providers. In reality, giving affected people[…]
Imagine if your funders treated you like a loyal customer that they could not afford to lose. One social investor, Root Capital, does just that. First published on Forbes on October 29, 2015, here’s a terrific piece spilling the beans on how. It’s conference season and the panels have been pulsating at events like the Clinton Global Initiative, SOCAP and the annual meeting of the Aspen Network of Development Entrepreneurs—all of which took place within a few[…]
Having seen a recent and rather controversial weight-loss advert here in the UK, I decided, along with the majority of others I suspect, that I was not ‘beach body ready’. I didn’t really need the advert to draw the conclusion, but none the less I decided I needed to do something about it. More specifically, I decided to do more exercise and to find out once and for all if I too had a rippling[…]