A growing chorus of social sector players are advocating for a greater emphasis on “listening”—engaging customers or beneficiaries to better identify areas for improvement in programs or services. Gathering feedback not only provides a valuable stream of insight on program effectiveness, but also gives dignity and respect to constituents. Many feedback tools can be introduced to an organization’s existing measurement processes with nominal effort and minimal cost, making it not only the right thing to do, but also smart and feasibile to add to your organization’s program evaluation operations.
In this SSIR Live! program—part of our online series “The Power of Feedback” — Kathy Reich, director of the Ford Foundation’s BUILD initiative, will explore how organizations can accomplish more when they listen to and act upon input from the people they serve. Reich, with Dr. Susannah L. Rose, scientific director of research in the Office of Patient Experience at Cleveland Clinic Health Systems, Christopher Watler, executive director of Center for Employment Opportunities New York, and Phil Buchanan, president of the Center for Effective Philanthropy, will share their experiences and insights on how gathering feedback is the right, smart, and feasible thing to do to help organizations improve.
This SSIR Live! program will explore:
- The importance of listening to and acting upon feedback from the people your organization serves
- How your organization can accelerate growth, customer satisfaction, and impact through gathering user feedback and prioritizing this critical source of insight
- Practical examples of how feedback data can lead to innovation, cost effectiveness, and improvements in constituent experience
- Best practices, tips, and tools to collect feedback systemically from your clients, customers, and/or program participants
Wednesday, October 3
11:00 AM to 12:00 PM