Listen for Good
Listen for Good (L4G) is an initiative dedicated to building the practice of listening to the people we seek to help. We invite nonprofits and funders to join us in exploring a simple but systematic and rigorous way of getting feedback from the people at the heart of our work. L4G is focused on applying a semi-standard survey instrument, which includes using the Net Promoter System (NPS®) employed widely in customer feedback circles, to the nonprofit beneficiary context. Organizations implementing L4G are all customer-facing nonprofits. Since 2016, we have made 158 L4G grants supported by 69 nominating co-funders.
Plans for new rounds of Listen for Good in 2018 are in the works. Please watch this space or subscribe to our mailing list to receive updates.
Listen for Good Grants
Listen for Good grantees receive $45,000 over two years ($30,000 from Fund for Shared Insight and $15,000 from a nominating co-funder), as well as access to technical assistance to guide implementation efforts. The core feedback tool is a simple survey, consisting of five standard questions that all participating L4G organizations are required to ask:
- How likely is it that you would recommend […] to a friend or family member?
- What is […] good at?
- What could […] do better?
- How much of a positive difference has […] made in your life?
- How often do staff at […] treat you with respect?
In addition, organizations can ask four optional demographic questions and add up to five custom questions to their survey.
The quantitative and qualitative responses to the L4G survey are gathered using a variety of data-collection methods — including kiosks, tablets, paper surveys, and in-person interviews — adapted in multiple languages, when appropriate. Our survey-platform provider, SurveyMonkey, provides benchmarks to compare organizations’ responses to those of organizations in similar issue areas. Through our high-quality technical assistance, we help organizations step-by-step with collecting, interpreting, and responding to feedback.
We look forward to sharing what we learn as we continue to scale this effort, reaching more co-funders and customer-facing nonprofits across the country and supporting them as they listen for good.
Purpose of Listen for Good
With the Listen for Good initiative, Fund for Shared Insight aims to:
- Support diverse, customer-facing nonprofits to initiate or improve their practice of systematically collecting and using feedback from the people they seek to help whose voices are least heard. By “diverse”, we mean nonprofits of many budget sizes, issue areas, populations served, and geographies. By “the people we seek to help”, we are referring to the beneficiaries of a nonprofit’s work, the people from whom feedback will be collected. For example, these might be families visiting food pantries, youth attending afterschool academic and enrichment programs, residents living in public housing, recent immigrants using legal-aid services, or individuals participating in job-training programs. People whose voices are least heard are typically individuals from historically and currently marginalized groups, and can include, for example, low-income people, people of color, people with disabilities, or LGBTQ individuals.
- Accelerate the building of infrastructure needed for strong beneficiary feedback loops in the social sector, including technology, analytics, reporting, and access to tools and benchmarks.
- Experiment and learn about applying/adapting the Net Promoter System to the beneficiary feedback context – including determining what survey questions work best for organizations and building out benchmarks in key issue areas (e.g. food insecurity, community and economic development, health).
- Engage more funders in supporting, using, and valuing beneficiary feedback by structuring Listen for Good as a co-funding/matching grant opportunity.
- Capture and share lessons learned with grantees, co-funders, and the field to positively catalyze the feedback movement and inform the work going forward.
Featured Grantee Stories
Articles and Resources
- An Under-Tapped Source of Insight: Listening to the People We Seek to Help February 2017
- Listening to Beneficiaries Helps Nonprofits Learn What Doesn’t Work December 2016
- Closing the Feedback Loop (PDF, 2MB) Summer 2016
Read the article online (Subscription required)
- Net Promoter System: Experimenting with SMS surveys in the Philippines November 2015
- Brief Review: Use of NPS To Gather Beneficiary Feedback In the Nonprofit Sector August 2015
- Net Promoter Score for the Nonprofit Sector: What We’ve Learned So Far July 2015
- Net Promoter Score for Nonprofits? June 2015
- Why We All Need to Listen for Good June 2015
with your feedback and questions.