Catholic Community Services of Utah
Homeless Services / Social Services
7,000+ feedback entries over 4 years
The Challenge
Catholic Community Services of Utah faced a common problem in social services: feedback was being collected but not effectively used. The organization needed actionable, real-time insights from their clients, particularly marginalized populations including LGBTQ+ individuals and the elderly.
Leadership wanted to identify trends and patterns, not just collect data that would sit unused. They needed a system that would enable them to track improvements across different client populations and respond to concerns in real-time.
The Solution
Pulse For Good implemented anonymous kiosks embedded directly in CCS facilities, creating a continuous feedback loop that provided both qualitative and quantitative insights.
- Anonymous kiosks strategically placed throughout facilities
- Real-time dashboard access for leadership team
- Continuous collection of both emotional and operational feedback
- Multi-language support for diverse client populations
"These are things I've been dreaming of doing for years."
— Matthew Melville, Homeless Services Director
The Impact
The implementation transformed how CCS understands and responds to client needs:
- Trend Tracking: Enabled systematic tracking across different client populations
- Specific Insights: Surfaced actionable criticisms instead of vague complaints
- Improved Trust: Clients felt genuinely heard and valued
- Operational Improvements: Real-time data drove immediate service adjustments
"The more responses we've gotten and the more they've felt like they are being heard, it's actually really specific things that are bothering them."
— Matthew Melville, Homeless Services Director
"Having people that are ready to listen and respond is just invaluable to them."
— CCS Leadership Team
Key Outcomes
Catholic Community Services of Utah's partnership with Pulse For Good demonstrates how organizations can transform feedback from a compliance requirement into a strategic tool for improvement:
- Feedback doesn't just get collected — it gets used for real change
- Anonymous collection removes barriers for vulnerable populations
- Real-time insights enable proactive rather than reactive responses
- Continuous feedback builds trust and improves client relationships
Ready to Transform Your Feedback Collection?
See how Pulse For Good can help your organization create meaningful change through better listening.
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