May 11, 2016

Blog

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 reigningRead More
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 usingRead More
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.Read More
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.Read More
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.Read More
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. ItRead More
I have a confession to make. Despite two years of surveying thousands of respondents for our clients I still fire up Google in the hopes that it will one day tell me how to conduct surveys the right way. Now, this is mainly due to being overly ambitious: I would one day love to see a 100 percent response rate or a completely full raw dataset. In the meantime though, I’ll settle for actionable insightsRead More
We would all like our work to speak for itself, better still if someone else can vouch for us! One way that industries like to do this is to showcase their ratings and feedback from customers. Not only does this help improve their service, but also help build credibility and trust. In the development context, this has taken more centre-stage. Findings from a UKAID funded pilot programme in seven locations around the world, demonstrated theRead More
No longer can anyone use the excuse that it’s “too hard” or “too expensive” to refrain from collecting the kind of feedback that you will actually use to improve performance. We built the Feedback Commons to provide a platform that any organization could use to collect, analyze, and respond to feedback from the people they work with at low cost, and with minimal effort. It’s free and simple. Anyone can design a survey – using questionsRead More
Nonprofit organizations and foundations love to talk about “partnering”, “co-creating”, leverage”, and “synergy” – but do these hook-ups really yield as much value for the effort involved? Or is it just beneficial to be seen collaborating? I searched for reports on what value non-profit professionals typically get out of collaborations, but sadly, there doesn’t seem to be much research on this. One exception is Keystone’s own Partnership Survey. We measure this along dimensions of theRead More