This blog was originally published by Candid Nonprofits and grantmakers alike increasingly recognize that listening to their ultimate constituents is essential to their mission. They understand that hearing directly from the people most affected by their work–and making changes to their programs and practices based on that feedback—increases the impact of their work. Indeed, a…
Organizations new to Listen4Good (L4G) often feel nervous when starting our program, given past unpleasant experiences with giving and receiving feedback. After coaching nearly 60 organizations over the last four years with Listen4Good, I’ve learned strategies to help nonprofits to move past their trepidation, allowing them to use feedback as an opportunity to embrace organizational…
How To Do Customer Feedback Analysis Any organization that serves other people, regardless of whether it is a nonprofit or for-profit, benefits by collecting customer feedback and analyzing it for information. While nonprofits have traditionally often not analyzed feedback from the people they serve, those that do find a wealth of insights. Clients or the…
What is Listening Bias? Listening bias can also be called selective listening. When someone has listening bias, they hear what they want to hear. It can happen consciously or unconsciously. We all carry biases, which can also be thought of as filters. These filters are created by our value and belief systems, our personal goals,…
What is Courtesy Bias? Courtesy bias is when someone overstates positive feedback and stays silent on negative feedback. This typically occurs in an unequal power relationship, when a client, understandably, is reticent to say something critical for fear of negative consequences. Courtesy bias examples are relatively easy to find. For instance, a patient from a…
Importance of Feedback Training: Why it Matters Nonprofits know it is important to listen to their clients. As they grow, they also understand the importance of collecting data to measure progress against their mission and to report to their stakeholders. As a result, organizations spend considerable internal time and energy creating surveys to collect data…
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