Author Archives: admin2

Net Promoter Score for the Nonprofit Sector: What We’ve Learned So Far

Feedback Labs members discuss the top 8 things to pay attention to

People of higher social class have less compassion for others. How can feedback help?

Can providers of public goods and services do a good job if they cannot empathize with their beneficiaries?

How the U.S. Department of Veterans Affairs came to have a Chief Customer Service Officer

After its 2014 scandal, the VA is collecting feedback to prevent killing its own constituents.

For effective course-correction: Whistleblowing or Rapid Feedback?

Does the development sector need its own WikiLeaks? Would incorporating citizen feedback early and regularly improve projects and reduce the need for whistleblowing?

Is Technology a Bridge or a Jack?

How do we make sure that tech doesn’t amplify structural disparities? How do we use it to be more inclusive?

When will the World Bank prioritize learning over lending?

Peter Senge explains how reports are not knowledge. Knowledge– defined as the capacity for effective change– requires learning and learning requires failure. To learn, the bank needs to create a safe place for failure.

What does the digital revolution mean for the “business” of development?

Feedback Labs met with the World Bank’s Ken Chomitz, co-author of the upcoming World Development Report: Internet for Development. How might ICT change how the World Bank listens to citizens? Can it move away from centrally-planned projects?

At what point in the future do we evaluate program success?

We want to know if our social programs are working. But when, really, do we know? And
why do we often make the implicit assumption that positive change is linear across time? Feedback Labs looks at a recent evaluation of the Moving to Opportunity — a program that began in 1994.