In Little Rock, Arkansas, Our House provides shelter and support for homeless families and individuals. The nonprofit, led by Executive Director Ben Goodwin, encourages its clients to provide daily feedback to help them regain their independence and improve Our House’s services.
Program participants take surveys and some, such as Sharonica Lee, join the organization’s community council. The group interprets survey results, makes recommendations based upon them, tells respondents how their feedback shaped Our House, and assesses the benefits of change. Our House also has installed “happy or not” voting terminals that pose a daily question related to participants’ experiences.
"Taking that sort of decision making out of our hands, and putting it into the client's hands I think has made it a process that we can all believe in a little more because the voice that we're hearing every step of the way is the client," says Ben Goodwin, Executive Director of Our House.
Read the full article about how this homeless shelter uses client feedback at Stanford Social Innovation Review.