Listen4Good

Client-focused feedback for nonprofits

Screenshots from Metabolon Lipid Surveyor software

Custom Web Application, Survey Builder, Report Building Tool, and Salesforce CRM

Nonprofits serve their clients in a multitude of ways, but how do they assess their performance? In a word, feedback. If nonprofits can get good feedback from their clients, they are then able to improve their services based on that feedback. Listen4Good envisioned building a platform to allow nonprofits to more effectively survey their clients, analyze the results, report on outcomes, and then implement changes based on feedback.

Dayspring made their vision a reality.

Client

Listen4Good (L4G) is an initiative of Fund for Shared Insight, a collaborative funded by some prominent foundations such as Rockefeller Foundation, Bill and Melinda Gates Foundation, David and Lucile Packard Foundation, Ford Foundation, Hewlett Foundation, James Irvine Foundation, and Kellogg Foundation. This collaborative works to improve philanthropic efforts by promoting the act of listening to the people that organizations serve. This initiative helps nonprofits build sustainable, high-quality, client-focused feedback “loops” where nonprofits gather and analyze feedback, then implement changes to their programs or services in response to what they heard.

Situation

Historically, L4G was a grant initiative that also supported grantees with one-on-one consulting support and other resources throughout a rigorous 5-step process. To scale the power of feedback loops, L4G wanted to create an online app that would guide users through the process of creating and using feedback loops for themselves. The app needed to be user-friendly, including a rich array of support at each step to allow organizations to use the app independently.


Execution

Dayspring began the project by creating a fresh brand identity for L4G, resulting in a clearer visual position to help promote the application to a broader nonprofit audience. Next, thoughtful UX design constructed a user-friendly flow on the front-end atop a complex set of features on the back-end, creating a dynamic application that can be revised and updated based on user feedback.

Next, Dayspring’s web development team leveraged the features of SurveyMonkey, Salesforce, and WordPress to create a web application that is both powerful as well as easy to use. Users are guided through a process that allows them to implement rigorous feedback loops on their own without requiring L4G staff support or any other outside resources.

To that end, L4G Online users are guided step-by-step through the feedback loop creation process. At each of the five steps of the process, the web application offers a rich array of support — including lessons, step-by-step guides, video tutorials, and peer examples – to any organization that wants to systematically gather and respond to feedback from those they seek to help. They can design and collect surveys right inside the app, which leverages the SurveyMonkey platform, and even create reports and visualizations from the resulting data through a custom report builder tool. These custom reports allow users to see the results of their surveys in real time and compare their net promoter scores with those of other similar organizations.

Salesforce Sales Cloud and the Nonprofit Success Pack were also implemented and integrated with the WordPress application to track data on application usage and progress. This allows L4G staff to monitor the application’s usage and monitor user progress through Smart Prompts, which were created to notice when and where users get stuck in the process and send appropriate tips and help by email. These smart emails are powered by an integration of Campaign Monitor’s “Journeys” feature with Salesforce, allowing L4G to produce drip campaigns and send customized emails based on Salesforce data on a user’s progress.

The result? Nonprofits now have an application to allow them to survey their clients and receive the feedback they need to improve their services. The L4G application is now available to help interested nonprofits.

Technologies employed

WordPress CMS, Angular, SurveyMonkey API, Campaign Monitor, Salesforce Sales Cloud, Salesforce Nonprofit Success Pack, Salesforce API

Solutions

  • Custom Software
  • Web Development
  • Web Application
  • Salesforce Implementation
  • Salesforce Integration
  • Salesforce for Nonprofits

Postscript

Here’s our own feedback from Listen4Good: “Dayspring helped us seamlessly integrate our CRM with our resource website so we can track user activity. They also helped us integrate the CRM with Campaign Monitor so we can send automated emails based on user activity. We would have never been able to create such a valuable, customized solution on our own. Thanks, Dayspring!!!” -Meredyth Sneed, Listen4Good staff

And now we too can close this feedback loop with another 5-star project for Dayspring Technologies!

More than just executing brilliantly, the team at Dayspring had many great and innovative ideas for the project. I'm extremely happy with the results.

Steve Watkins
CTO, Metabolon

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