LIFT Annual Report 2014: What Matters Most | Page 15

LIFT Impact Report 2014

SYSTEMATIC LISTENING

How we listen.

We use an evaluation methodology called Constituent Voice.
Based on customer feedback principles from the corporate
world, our Members are telling us if we are meeting their
needs in real-time. Here’s how it works:

Conduct Micro-Surveys

Our Process
Triangulate the Data

Change Stuff

Make Sense w/ Members

Conduct Micro-Surveys

Triangulate the Data

Change Stuff

Make Sense with Members

Using a custom iPad app, we conduct
micro-surveys to see how well we are meeting
Member needs.

Most importantly, we modify and improve our
program based upon what Members tell us along
with analysis of survey and Member progress data.

We slice and dice the data to see where we are
performing well and where there is room for
improvement.

We ask our Members deeper layers of questions
through focus groups and individual interviews to
further gain ideas on how to improve our work.

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