Success Story Goodwill Industries, London

“Listening to our customers – through our participant, referral source and employer evaluations, observations and our web-based client tracker system – helps us focus on our results, effectiveness and needs while also providing the base for service evolution, board and funder reports. We try to avoid the trap of seeing these functions as serving the system of others but as essential information tools to help us.  We also engage in community needs identification processes both with others and as an agency and have had two external reviews in the last five years.”