In 2016, Nurse-Family Partnership sent out its first text message survey to the young at-risk mothers in its programs. Staff wondered if the mothers would view responding as a good use of their time and phone minutes. Then, more than 1,000 responses flowed in within a half hour, both affirming NFP’s work to improve pregnancy outcomes, develop healthy children, and help moms be more self-sufficient, but also suggesting improvements.
In this audio slideshow, Alex Cares, NFP’s feedback manager, explains the way the organization (whose evaluation results already found a $5.70 return on every dollar invested) discovered even more opportunity for gains by listening to client feedback. Cares also details how NFP has infused feedback into its culture and its business model.
This audio slideshow is part of a series that was produced for Stanford Social Innovation Review by Milway Media with the support of the William and Flora Hewlett Foundation.
Watch the full audio slideshow about feedback in nonprofit business models at Stanford Social Innovation Review.