This phrase from the disability rights movement captures perfectly the importance of user involvement: that consulting beneficiaries is, fundamentally, about empowerment and dignity—two things many people feel they lack in our current society.
All the charities the Blagrave Trust works with are committed to the ethos and intent of this statement but our research shows there are gaps in practice. Particular challenges arise when organisations attempt to systematise the use of feedback within their service design and M&E.
NPC and Keystone Accountability have together produced a useful new report which offers a cycle of good feedback practice. It also contains some useful case studies from three charities that have promoted and benefited from stronger user voice.