A new report by NPC and Keystone argues that although charities exist for their users often these people have little or no influence over the charity’s decisions. Users rarely pay for the services of charities and often have little or now choice between them. Without methods of direct accountability charities need to seek honest feedback from their users and involve them in decision making….Read Report Here

This report sets out three key reasons for this.

  • Moral legitimacy and reputational benefits – organisations that represent people’s interests and solicit funding in their name need user voice for legitimacy. However, it is striking how rarely charities can demonstrate that feedback exercises change the way they operate.
  • Effectiveness – feedback from beneficiaries gives charities a better understanding of their needs and can provide relevant support. Feedback data can guide and validate charity effectiveness.
  • Direct benefit to users – for some charities the progress of their users depends on their sense of agency and self-efficacy so ensuring that users feel heard, involved and values is crucial.