Feedback Labs Glossary

FeedbackInformation about constituents' perceptions of a set of activities and their impact. Feedback is used to influence future decisions and activities. It is information from people, not about them, and it invites a conversation.
Closed Feedback LoopSimply collecting feedback is not enough; closing the loop is what matters. Making regular people true co-creators in philanthropy, aid and government requires five steps: design, collect, analyze, dialogue, course correct. Creating buy-in among all stakeholders is crucial to completing all steps of the loop.
ConstituentsPeople affected by a social issue who receive services from nonprofits and aid organizations. These are the people who have the potential to provide feedback and become active decision-makers in the aid process! This group is sometimes referred to as “beneficiaries”.
Service providersAn individual, organization, or government entity that implements a program to serve constituents. Service providers should actively engage their constituents in feedback about the quality of services they provide.
Decision makersThese are the people who can act on the feedback received and respond with changes. Decision makers could be service providers, community members, or project funders. It is crucial to identify them and secure buy-in of decision makers in a feedback loop before collecting feedback from constituents.
CommunityThis is the group of people who are not constituents, but are still impacted by the work an organization does. These people will feel the ripple effects of aid projects, so they must be considered when designing a feedback collection process.
Net Promoter ScoreThe Net Promoter Score is a measure of people’s overall perception of an organization. NPS is calculated by asking one simple question: On a scale of 0-10, how likely are you to recommend our organization to a friend or colleague?