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
Usually if you want to get something done you set a goal. Run a marathon, lose a stone, reduce poverty – that kind of thing. This is certainly how traditional development projects work. Logframes are full of targets – 500 people attend training sessions, 1,000 families lifted out of poverty, or 3,000 jobs created. There is an obsession with these SMART goals. As I see it, there are two problems with these targets however ‘SMART’[…]
For feedback to transform relationships it is imperative to close the loop. Go back to the people you asked, tell them what you heard and what you are doing about it. Then ask them what they reckon. As simple as that is, the dismal truth is that it is rarely done. It is this element of our method, Constituent Voice that makes feedback collaborative rather than extractive. It is here where the relationship building happens[…]
Grant funding is now available to help charities working in England improve their social impact. Charities and social enterprises can apply for a grant to cover Keystone’s expertise, allowing us to work together at no cost to the organization. Keystone Accountability, along with other organizations working on social impact, has been selected as an approved provider in the Impact Management Program. This program aims to support charities and social enterprises to increase social impact and[…]
If you’re one of the two billion people who own a smartphone, it likely comes with a weather app. The app is probably equipped with convenient features like maps that give you all sorts of forecast spectrums ranging from temperatures and uv index dangers, to allergen warnings. You can share this handy weather snapshot on social media, or text it to a friend to suggest moving that potluck indoors for the upcoming rainy Saturday. We[…]
Out of the blue, we sent you, our clients, partners and friends, a short survey that asked what you think about us. Here’s what you told us. Firstly, you told us that an out of the blue survey is not the right way to do this. Ninety-two of you responded, for an overall response rate of eight percent. For those of you in current engagements with us the response rate was 12 percent. Our reigning[…]
US nonprofit LIFT, which works to end intergenerational poverty, has been using client feedback to test its theory of change. LIFT works with low income families in Chicago, Los Angeles, New York and Washington, D.C. Parents (who LIFT call members) are paired with volunteer advocates and they work together to achieve the member’s goals. These could be finding affordable housing, decent education or building confidence and skills to manage tough times. LIFT has been using[…]
At Keystone, we are very quick to make the argument that listening to those you aim to serve is not only the right thing to do, but also the bright thing – a way to not only better understand impact, but more importantly as a way to improve impact.
Some problems do not get solved because the human side of the issue is not at the center of the debate. Using the storytelling process can be a solution.
Keystone Accountability has found that data often falls into one of two categories; either it tells you something you had no idea about, or it confirms what you already suspected.
Surveys are a double-edged sword. It is useful, irresistibly so, to be able to assert something that is supported by survey results. Most of us are enthralled by this sirens’ call – I certainly am! But at the same time, surveys are riddled with two kinds of distortions. These have various technical names but boil down to two simple things – accuracy and representativeness. First, in surveys we tend not to give “honest” responses. It[…]