Strategy
Organisational strategy must be shaped by a deep understanding of whether the services offered are the right ones and resilient organisations must adapt to what they are hearing from their constituents.
Engagement
Creating feedback loops – where people are informed of the changes made as a result of their feedback – motivates stakeholders to engage further. It can be assumed that communities which feel they have some ownership within a charity and can impact how it operates are more likely to support it financially or otherwise.
Quality and trust
Effective listening, coupled with responding to what people say, drives the quality of what a charity delivers and fosters positive relationships between charities and their constituents.
Relevance
Ensuring the charity responds to feedback and changes their services based on insights can help ensure they continue to be relevant and accountable.
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