Soliciting Client Feedback to Guide Strategic Decision Making

For over 30 years, Community Resource Exchange (CRE) has provided management consulting services to New York City’s community-based nonprofit organizations with a vision to create a more equitable and livable city for all New Yorkers by reducing poverty and advancing social justice. To better assess its impact, CRE requires a comprehensive system to collect, aggregate, and analyze client engagement data. Such a system will help CRE to assess the effectiveness of CRE consultants, communicate client satisfaction for marketing and funding efforts, guide strategic decision making, and assess the impact of its service portfolio. CRE engaged a Capstone team to evaluate the organization’s existing data collection methods and to offer recommendations for improvement. The team conducted a market scan of competing firms’ strategies and tactics, authored a literature review of industry best practices, developed a new survey system to better capture client satisfaction, and provided a framework for implementation and inclusion into current CRE programs.