Feedback systems

Keystone works with organisations to generate powerful feedback systems based on how their constituents perceive their work.

Organisations gain significant benefits from implementing feedback systems:

• New insights about the impact of work on constituents. This can be benchmarked against the performance of peer organisations.
• Renew and strengthen relationships with all constituents on the basis of independent data.
• Empower primary constituents by amplifying their voices.
• Create a ‘constituent-focused’ culture in the organization.
• Create opportunities for mutual learning to improve approaches and strategies.
• Strengthen legitimacy as a result of visible efforts to be more accountable to constituents.

Constituency Voice Operational Cycle

Typically, designing and implementing a feedback system involves the following steps:

1. Preparation: Agree to goals and terms with all partners
2. Finalize & Run Surveys: Design independent and confidential surveys across key constituents
3. Triangulate with other Evaluative Thinking and Data: Collect other relevant surveys, audits, and analyses
4. Analysis: Analyze effectiveness and theory of change against the feedback data
5. Reporting Back to Survey Respondents: Validate feedback and plans for improvement in generative dialogue with constituents
6. Funder & Public Reporting: Public and donor reporting by the nonprofits, including data plus what constituents say about their feedback

We provide 3 types of feedback services:

• Read more about our approach to feedback and Constituency Voice.
• Download our feedback systems brochure.
• Download our ethical framework for feedback exercises.