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
Ecosystem Op-Ed blog posts present creative new ideas and visions for the feedback field. They weave together evidence, theory, and lessons learned by the feedback community to discuss current issues in a thoughtful and accessible way. If you would like to suggest a topic for an op-ed or write a guest piece, please reach out to us at [email protected]
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.
43 Minutes vs. 991 Days (and counting)
How long does it take for someone to hear your feedback and “close the loop”? Look at how our Feedback Labs member compares Uber to other service providers…
What are the limitations of Big Data as evidence? And where can feedback help?
In a world that is extremely complicated, small data– surveys and human judgment– can find the holes in the Big Data and provide meaningful insight.