By Morine Ngumi and Alexis Banks, Feedback Labs | December 10, 2024
To mark seven years of the Feedback Crash Course, Feedback Labs is thrilled to share the results of an impact assessment of post-course surveys, three-month polls, and interviews with five Crash Course participants. The results tell us that the Feedback Crash Course has grown into a catalyst for change, equipping organizations to build stronger feedback loops, foster a culture of listening, and turn feedback into meaningful action. Read the full Impact Assessment Report here.
Survey Results
Since March 2021, over 160 participants have rated their experiences with the course. With a robust Net Promoter Score of 70, the vast majority would strongly recommend the Crash Course to their colleagues. Beyond satisfaction, participants tell us that they conclude the course feeling equipped to achieve their feedback goals, on average, rating their confidence in their ability to achieve their feedback goals 4.3 out of 5.
Three-Month Reunion
Three months after the Crash Course ends, alumni reconnect for a Reunion to share progress on their feedback goals. Reunion results tell us that three months out, participants are making tangible progress, including developing internal buy-in for feedback efforts, making improvements to feedback collection methods, and course correcting and reporting back in response to feedback. One participant proudly shared: “We’ve mirrored back what we’ve heard, and we are sharing how we are utilizing that feedback to inform decision-making.”
Case Study Interviews
To better understand long-term impact, we conducted case study interviews with five organizations that have participated in the Crash Course since 2021. The interviews highlighted the following exciting themes:
- Feedback loop adds valuable structure that’s made it possible to make changes within their programming or organizational strategy.
- Organizations are carrying out high-quality feedback loops and shifting to an organizational culture that prioritizes feedback.
- Organizations are using feedback to rethink what impact means to their constituents.
- Organizations apply their feedback work to strengthen their advocacy efforts and influence other stakeholders, such as federal agencies.
Challenges and Course Corrections
While our analysis of the impact of the Feedback Crash Course has produced very promising results, assessment data also told us that participating organizations continue to encounter challenges carrying out feedback following the course, most notably staff time and funding. As expected, we also heard that there is more we can do to improve the Crash Course experience for participants and we have continued to course correct to make the course more accessible, representative, and peer-driven.
What’s Next?
Seven years in, we are thrilled that evidence tells us that the Crash Course has strengthened feedback loops for many participating organizations, helped organizations foster a culture of feedback, and enabled many to use feedback to influence other stakeholders. We look forward to continuing to offer the Crash Course to support organizations to regularly listen and act on feedback in high-quality, equitable, and inclusive ways! Register for our next Crash Course here.
