LIFT is now two years in to our work with systematically collecting feedback from our Members. It’s hard to believe that much time has passed since we started this journey, but a lot has changed since then.
When LIFT started its feedback journey, we were particularly focused on one goal – demonstrating that strong relationships correlated positively with Member success at LIFT. That is, do Members who report high quality relationships with LIFT staff and volunteers actually make more progress toward their goals in accessing benefits, employment, healthcare, education, etc.? We sought to more systematically demonstrate the rationale underlying our theory of change and identify possible bellweathers of Member success (or failure). Well, as with any data, we have found that the story is never simple. But, we have found interesting correlations between those Members who rate LIFT high on service delivery and their corresponding progress!
Since beginning this effort to more systematically integrate Member feedback into our everyday work, we’ve learned a lot from our Members. We’ve also learned an incredible amount about how to listen to our Members. That is, how do we collect feedback that is meaningful, accurate, and feasible (i.e., not breaking the bank)! We’ve also modified our goals as we learned more about where Member feedback is most valuable to improving how we do business. So what are some of our lessons?
Stay tuned for part two of this blog post to find out.