Pulse for GoodIn a domestic violence shelter, silence is rarely a sign that everything is perfect. This creates what we at Pulse for Good call the "Power Paradox": the more a resident needs the service, the less likely they are to risk complaining about it.
When feedback is collected by staff or through branded internal links, survivors often feel the unconscious need to "filter" their truth to ensure they remain in good standing. When their physical security is tied to the provider, the stakes for speaking up are incredibly high.
Before partnering with Pulse for Good, SafeNest relied on general-purpose digital tools like SurveyMonkey. While these platforms work for corporate offices or standard retail, they created a chaotic, fragmented environment for a high-stakes nonprofit. Information was scattered across various links, siloed in different departments, and buried in email threads, making it nearly impossible to see a clear, unified picture of the shelter's health.
Angela describes that period as "embarrassing" because the data was everywhere and nowhere at once. There was no single source of truth that leadership could lean on during board meetings or crisis management.
I love the fact that Pulse is unable to be manipulated. We're not the ones collecting the data. I think that things could be skewed if the agency putting out the survey is also the one disseminating the information... there's too much room for error. Like, 'oh, we're not going to use this one. Oh, we're not going to use this one.' Right? Whereas Pulse is real raw data and it has nothing to do with SafeNest.
Angela · Chief Program Officer, SafeNestThe shift to a centralized, freestanding kiosk changed the workload for the entire team. Instead of staff having to "push" surveys, send reminders, or enter people into raffles to get a response, the feedback became organic.
At the heart of SafeNest's mission is Trauma-Informed Care, which prioritizes safety, choice, and empowerment. In this framework, "how" you ask is just as important as "what" you ask. Traditional surveys can often feel like a "demand" for information — another intake form, another requirement — which can be triggering for someone in a state of crisis.
The Pulse for Good kiosk removes this pressure by simply being available. It doesn't require a login, a name, an invitation, or a specific device. It sits as a neutral, third-party fixture in the communal space. This creates a "natural" environment where survivors can speak when they are ready, not just when they are asked.
Residents interact with the kiosk on their own terms — no pressure, no staff involvement, no traceable identity. The data flows directly to Pulse for Good.
Leadership receives a review of all feedback every Sunday. This allows them to spot trends in real-time and engage in what researchers call "Service Recovery."
Resolving a small issue immediately creates a more loyal and satisfied client than if the issue had never happened at all — a proven way to build trust with survivors who have experienced betrayal.
For a survivor who has lived through a betrayal of trust, seeing a shelter respond to their feedback within 24 hours is a transformative experience.
I don't want my team to have to even be bothered with that. I want this to just be organic and let people really be open and honest without the fear of any type of retaliation or dismissiveness by not utilizing the information that they want to put out there. I just love the organic piece of it.
Angela · Chief Program Officer, SafeNestIf you are client-facing, it makes a thousand percent sense to do this. You'll love it, you'll appreciate the feedback, and your clients will feel heard.Angela · Chief Program Officer, SafeNest
We're able to make changes quickly. It's the responses that we can't change if we don't know. We have somebody that orders food specifically. 'Oh, we don't eat the apples or we don't eat the—' Okay, great. So, then we'll switch it up. We won't order apples anymore. We'll do something else. So, we're able to do and make changes quickly.
Angela · Chief Program Officer, SafeNestGrantors, donors, and government auditors are moving away from "anecdotal" success stories and are increasingly demanding "un-skewed" client feedback to prove that their money is making a tangible impact. SafeNest now uses the raw, third-party data from Pulse for Good directly in their grant applications and on their website. By using a third party, SafeNest removes any doubt about the integrity of their data. They aren't "marking their own homework."
Our grants that we currently have are all asking for client feedback and client surveys. This is great information that we're able to use. We quote them on our website. We add them into grant applications. But absolutely... It's third party. I can't skew the data. It's right there.
Angela · Chief Program Officer, SafeNestFor SafeNest, the decision to move to Pulse for Good was a shift from leading in the dark to leading with total clarity. It has provided the agency with a mechanism for resolution that ensures every resident is heard and every concern is managed.