July 15, 2014
Article written By Shuo Xie & Kris Sankaran
New research suggests that the feedback of nonprofit clients is less biased than many think.
In the business world, collecting user feedback has become a rule of thumb. It enables companies to improve products or services, and strengthen relationships with clients. The social sector also recognizes the importance of collecting and responding to client feedback, but critics cast doubt on its validity, citing “courtesy bias”—the tendency for people to give answers they think the asker wants to hear. (more…)
March 14, 2014
In the business world, it’s the magic number that executives follow. It’s the metric that tells companies what products need to be improved, what products need to be revised and which ones are doing well. The Net Promoter Score is the one-step customer satisfaction survey that more and more businesses use to measure success. NPS has won over many of the world’s largest businesses – for instance, Apple, eBay, and LinkedIn use NPS to improve their services.
Higher customer satisfaction is linked with higher product quality. For example, Apple’s NPS was 58 in 2007, when it began measuring, and by 2011 its stores had reached an average of 72. During the same time, their revenue skyrocketed from $20,000 million to nearly $115,000 million. Most companies average an NPS of around 20-30, while other high performing businesses like Charles Schwab, Amazon, and Costco reach 50-80. (more…)
January 30, 2014
Guidestar – our partner – has declared February the month of February Nonprofit Love (we concur!). To help nonprofits, Guidestar is launching a series of webinars that are coming up in February. Both of these webinars are topics we at GreatNonprofits care about – transparency and feedback. And, we’re speaking at one of the events. So please, come one, come all. Register for the events below. Collectively, we can’t wait to have you.
January 7, 2014
Here at GreatNonprofits, we believe in allowing people to find, review and openly share information as the best way to find the right nonprofits to support. Our goal is to make it easy for people to share knowledge so that other people can benefit from it. With this in mind, we recently entered into a data sharing agreement with Truist, a leading provider of corporate social responsibility and philanthropy services. Truist helps companies manage their employee giving, matching, and volunteering programs. Over the coming months, Truist will be incorporating our user reviews into their various products so their users can leverage this information to make decisions about their charitable giving. (more…)
January 3, 2014
Think about the last time you bought something online. Did you look at Amazon or Google reviews first? Did you use Yelp to find a great local restaurant? Did you use TripAdvisor to help coordinate your last adventure? Or go to CitySearch to find a hotel?
November 21, 2013
In the 6 years in which my organization, GreatNonprofits, has been collecting beneficiary feedback, we’ve gleaned some lessons. A wide range of nonprofits from cancer support organizations to after-school programs to arts organizations use our tool to collect feedback. These nonprofits range in size and audience from small, grassroots organizations, to well-known international nonprofits. (more…)
January 31, 2013
GreatNonprofits’ CEO Perla Ni, recently authored a post for Markets for Good about community feedback. Ni gave an overview of beneficiary feedback from the community perspective, noting that feedback tools for grantmakers, government agencies, and nonprofit organizations must demonstrate on-the-ground results and lead to improvements in programming and in quality of life for beneficiaries.
So, where are we today with community feedback? And how is the data being used?
As many government agencies and nonprofits face budget cuts, there is increasing pressure for grantmakers and grantees to justify the funding of these entities with results. From all sides of the funding equation, across the board, there is a priority being placed on evaluation. Aggregating community feedback—from clients served, legislators, volunteers, partner organizations, or donors—is a sensible and cost-effective way to show program impact and pave the way for improvements.