Acumen Blog

Your Feedback Matters to Us

Along with auto-rickshaws, the customer feedback form has become another ubiquitous feature of Hyderabad. This weekend alone, I was asked to complete three customer feedback forms. You know the type: on a scale of 1 to 5, how satisfied are you with the service, decor, range of products, etc.

While I appreciate the strategic customer focus that these forms imply, I can’t help but wonder: (1) are they actually collecting any meaningful insights from this data? and (2) can these forms do more harm than good for customer satisfaction? We all know that these forms are usually no fun to fill out and often come at the most inopportune times.

And here’s the “so what?” to all of this:

A huge part of my project is helping LifeSpring better understand their customers — the low-income women who give birth in their hospitals. What do they see as quality? How do they view the hospital?

LifeSpring already has quite a few initiatives in place: a feedback form for customers, a customer comment and complaint log at the hospital…For women who do not complete feedback forms, someone from LifeSpring calls to follow-up. LifeSpring takes its commitment to customer satisfaction seriously; last week, I sat in a Customer Relationship Management (CRM) meeting, while each customer complaint or comment was read, analyzed to find its root cause, and discussed to find a resolution.

Yet we are looking for ways to do this better. Feedback forms are intrinsically limited — not only for the reasons cited above, but also because many of LifeSpring’s customers are illiterate. Focus groups provide another option — but these are timely and difficult to scale up as LifeSpring grows.

So I’m throwing the question out to you all, because “your feedback matters to us”. Seriously though. What ideas do you have for us to collect meaningful and action-oriented feedback from our customers?

Comments

Questions for Aspiring Leaders

Bavidra Mohan, Acumen’s India Fellows Manager, attended this years Aspen IDEAS festival as a Scholar. The Scholarship program was established to invite guests from around the world to bring a diverse set of experiences, voices and perspectives to the rich conversations that take place at the IDEAS festival each year. [Read More]

10 Books We’re Reading This Summer

What are you reading? It is a common question here at Acumen, an organization full of avid readers constantly trading favorite book titles that discuss leadership, impact, development and branding. Here are 10 stellar books we’re reading this summer. These books and others provide a framework of thinking, a spark of new ideas, a platform for debate. So, what are you reading? [Read More]

How Acumen Brought Back my Fire

Eda is an East Africa Regional Fellow from Nairobi, Kenya and is the Founder and Director of Halisi Trust, an organization that seeks to challenge the vices that plague society and encourage transformational development in Kenya’s youth. When Eda applied for the East Africa Fellows Program, she felt disillusioned and stuck. Below, Eda discusses how Acumen’s Regional Fellowship Program brought back her fire. Now, Eda has engaged nearly 6,000 people through outreach events and the Mkenya Halisi movement continues to grow. Acumen is currently accepting applications for the next class of East Africa Fellows. APPLY TODAY! [Read More]

Imagining the world as it could be

Christine Gitau is an East Africa Fellow and an enterprise coach at Craft Afrika, which provides business support services to craft entrepreneurs, enabling them build viable and thriving businesses in Kenya. At Acumen we often use the term “Moral Imagination” when talking about leadership. Christine wrote a reflection on how this concept has shifted her thinking. We could not be more proud of what she is building! [Read More]

How two Acumen Fellows are disrupting the education model in India

Whether its running youth soccer programs, providing vocational training services, or transforming the education system in India, Acumen India Fellows are driving real change in their communities.  Abbas Dadla and Abhilasha Sinha are India Fellows who are addressing the teacher shortage in India through the use of technology and peer collaboration. Find out what they are building below.  If you have grit, resilience and a commitment to creating change in your community in India, East Africa or Pakistan, we encourage you to apply for the Regional Fellowship Program! [Read More]

Meet Manjushree Patil, Founder of Aatman Academy

This month saw violent tragedies in Pakistan and Kenya, regions where Acumen works and which five classes of Acumen regional fellows call home. Among them there are dedicated teachers like Acumen India Fellow Manjushree Patil, crusaders against sex trafficking, builders of government, creators of liberating mobile medical technologies, and curators of slum sports programs. The need for strengthening the connections between those who are working for positive change against seemingly impossible odds has never been greater. We at Acumen have never been prouder to be the thread tying together these courageous individuals. Read more about Manjushree and how she is changing her community in India below! [Read More]

No, not silence again!

The Acumen Fellowship’s Cambridge Leadership Associates (CLA) training is notorious for digging deep, breaking Fellows down to reveal their deepest fears, identifying the sources of resilience that will fuel them with the tenacity to continue along the path to social change. Kahabi G. Isangula is an East Africa Regional Fellow living in Tanzania and recently participated in our CLA training. Get an idea of what it is like, below!  [Read More]

Announcing the Class of 2015 Acumen Global Fellows

Acumen Global Fellows are architects for the impact sector. They are innovators, game changers, visionaries, with various professional experiences looking to make substantial change in the world. They have thrived in companies such as Google; they have started their own companies in Sri Lanka, Canada and Malaysia.  They are choosing the challenge of working alongside our portfolio companies and immersing themselves in a rigorous leadership training. [Read More]