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
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[…]
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[…]
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[…]
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,[…]
This summer I had the privilege of attending a Wilton Park conference on “New frontiers for evaluation in an era of market-driven development”. The conference theme was a response to the realization that the evaluation field is failing to meet the needs of the growing arena of social enterprise and impact investing. Coming from the[…]
As organizations start to get serious about feedback, things inevitably come to the moment where feedback gets personal. To be really useful, feedback must touch on an individual’s performance. This is tough stuff. People resist feedback in many different ways. A growing part of Keystone Accountability’s Constituent Voice work with organizations is to help staff[…]
The place of telephone helplines in the humanitarian accountability toolbox goes back to the first HAP standard in 2007. At the time, HAP called on organizations to make sure affected people could make complaints in a safe, accessible and effective manner. Because of their track record in mental health programs, helplines seemed like a[…]
By storming the barricades at Budapest’s Keleti station and setting out on foot for the Austrian border, Syrian refugees rejected an international refugee system that provides them neither protection nor hope for the future. Thousands have already arrived in Germany as many European citizens rally to their cause. I was at Vienna’s Prater Stadium on[…]
This was originally posted direct on the Ground Truth Solutions website. When, in 2008, the United Nations General Assembly designated August 19 as World Humanitarian Day, the aim was to honor humanitarian personnel and those who have lost their lives working for humanitarian causes. As we recognize their service and sacrifice this year, let us[…]
The post Beyond Accountability: Feedback as transformation appeared first on Alliance magazine. Beyond Accountability: Feedback as Transformation is the title of Alliance magazine’s June 2015 special feature, and this was the topic of the Alliance breakfast club, kindly hosted by the Shell Foundation. The panellists were David Bonbright, co-founder and CEO of Keystone Accountability and one of the guest editors for the special feature,[…]