Keystone Accountability USA

Systematic customer feedback is a cornerstone of virtually all successful consumer-focused companies today, yet this practice is nascent in the social sector. A key challenge is the absence of feedback benchmarks, which are important to provide context for the data as well as motivation to improve. This grant will support Keystone Accountability as they pilot the creation of Feedback Commons in partnership with the country’s preeminent human services network, the Alliance for Children and Families. The Commons will be a web database of constituent feedback survey questions and a repository of all of the answers to those questions, thus enabling participating nonprofits to share and compare their feedback. Not only should this directly improve the work of organizations that participate in the pilot, but lessons from the pilot would then be used to expand the Feedback Commons to the broader universe of human services organizations and also to begin working in other fields like youth development or job training.