Using Effective Customer Feedback in Your Organization
In "The 21st Century Potential of Constituency Voice," a 42-page report by a Project of the Alliance for Children & Families, United Neighborhood Centers of America, and Keystone Accountability, authors David Bonbright, David Campbell, and Linda Nguyen detail why current feedback processes in nonprofit organization may not be work and the opportunities for improvement. Read a short excerpt below.
...[P]eople are not like water taps. You cannot simply turn them on and off and expect an even flow of water at just the right temperature. Quality feedback needs to be cultivated with care. And it needs to be acted upon. Applied to human services, this approach involves three simple steps. First, before seeking feedback, establish expectations around it. What is expected of the client? What is expected of the provider? If there is a third-party feedback specialist involved, is it absolutely clear what its role is? Second, in gathering data keep it simple and easy for the provider of feedback. Third, once feedback is collected make sure that you meet the expectations set up at the outset. This will usually involve three things: (a) reporting back what you heard in the feedback and what you propose to do about it; (b) make recommended improvements in services; and, (c) sustained mutually accountable learning dialogues with constituents outside formal feedback activities.
What's your experience with customer feedback? Are you incorporating into your evaluation process? If so, how? Log in and share your thoughts!
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