Formalizing client feedback forces action

Musika is a non-profit organization working with private sector companies that serve the rural poor in Zambia. It provides technical advice, business model support and subsidies to its clients to reduce the initial risks of doing business with smallholder farmers. Keystone Accountability worked with Musika to help it better understand its market and customers, increase[…]

‘We didn’t know’ is no longer a valid excuse

Since the US election result there have been thousands of social media posts and opinion pieces asking “How did this happen?”. People were visibly shaken at the announcement of the next United States President-elect, Donald Trump. I admit that I was shocked too. But should I be? If I’m honest with myself, I spend most[…]

Turning high scores into low scores, or overcoming courtesy bias

Overcoming courtesy bias – the tendency of people to tell you what they think you want to hear – is challenging. Especially in situations with a power imbalance. But for feedback data to be useful it has to be honest. One of our clients came up with various ways to overcome this courtesy bias and[…]