Catholic Community Services of Utah

Homeless Services / Social Services

7,000+ feedback entries over 4 years

7,000+
Feedback Entries
4
Years of Partnership
100%
Anonymous Collection

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.