Embedding a culture of listening: How Guide Dogs NSW/ACT transformed feedback into impact

At Insync, we’re proud to partner with purpose-driven organisations that put people at the centre of their mission. One standout example is Guide Dogs NSW/ACT (GDN), a leader in vision rehabilitation services, who we’ve worked with to evolve their client feedback program into a cornerstone of their culture and service excellence.

Guide Dogs supports over 4,000 people each year, children, adults, and seniors, empowering them to lead full, independent lives. But what truly sets them apart is their commitment to listening deeply to the voices of their clients and turning those insights into meaningful improvements.

In our new case study, we explore how Guide Dogs overcame barriers to feedback by introducing neutral third-party channels, embedding client-focused standards in day-to-day practice, and building a robust Service Quality Framework aligned with Net Promoter Score (NPS) insights.

From inclusive focus groups that reframe services around real client needs, to embedding a learning mindset that sees feedback as a gift, not a threat, Guide Dogs’ approach demonstrates what’s possible when customer voice drives not just service improvements but cultural transformation.

Whether you’re in the for-purpose sector or beyond, Guide Dogs’ journey offers valuable lessons in:

Structuring a multi-channel feedback program
Aligning staff training with service quality outcomes
Using data to inform decisions at all levels of the organisation
Celebrating client success and embedding feedback in day-to-day operations

Read the full case study to discover how Guide Dogs NSW/ACT is setting a new benchmark in customer-centred service delivery and organisational learning.

Embedding a culture of listening: How Guide Dogs NSW/ACT transformed feedback into impact