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Metrics Tell the Story: Using Donor Feedback and Metrics to Drive the Success of Your Program

Metrics Tell the Story: Using Donor Feedback and Metrics to Drive the Success of Your Program. Lynne M. Wester Director of Stewardship and Donor Recognition Yeshiva University. Time to Survey You!. How many of you have “something” you want to get feedback on or evaluate now?

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Metrics Tell the Story: Using Donor Feedback and Metrics to Drive the Success of Your Program

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  1. Metrics Tell the Story: Using Donor Feedback and Metrics to Drive the Success of Your Program Lynne M. Wester Director of Stewardship and Donor Recognition Yeshiva University

  2. Time to Survey You! • How many of you have “something” you want to get feedback on or evaluate now? • Have you done an evaluation or survey in the last year? • How many of you acted upon what you learned? • How many of you have direct interaction with Donors? • If not, how many of your offices or someone in your office have direct interaction with the donors? COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  3. Why evaluate? • Improve quality • Increase accountability and awareness • Prioritize financial and human resources • Measure programmatic effectiveness • Tell a better story COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  4. Excuses • We know everything • Fear of evaluation impact • We won’t use the results…we never have • No one is asking for it • It takes too much time/too many resources • Just one more thing to do COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  5. Traditional Metrics • Counting • Dynamic Metrics • Technology Metrics COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  6. Donor Focused Methods • Documents and Records • Surveys and Questionnaires • Individual conversations • Focus groups COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  7. Tools • Types • Post interaction/ immediate feedback • Face to face • Use assessment • Delivery • E-methods: • Email / Online/ Social media/ Pop-up window • Phone • Mail • Surveys and comment cards • Face to face COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  8. Focus Groups • Provides detailed and nuanced feedback • Good method for gaining a better understanding • Attitudes • Opinions • Perceptions • Assumptions • Pitfalls of focus groups • Group dynamics  • Sensitivity and confidentiality • Moderator bias  • Question design COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  9. Tips COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  10. Construction • Tips on question construction • Avoid two questions in one • Give an option to opt-out of a question • Avoid leading questions – don’t influence the response…just ask the question • Avoid jargon…don’t assume they know what you are talking about • Its not a test…don’t test their intelligence – just ask the question • Keep it honest COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  11. Sample Great Questions • Of all of the philanthropies you could support, why do you support us? • How did you first find out about us? • What are you most interested in about our organization? • Tell me about your fondest memory concerning… COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  12. Your Questions= Their Stories • Stories are NOT about you. • Don’t let them bore • Stir emotions • Don’t tell, show • Clear and truthful • Example=UP! COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  13. Stories COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  14. Stories COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

  15. Questions? Thank You! • Lynne Wester • wester@yu.edu • www.donorrelationsguru.com • Friend me on Facebook • Follow me on Twitter @donorguru COUNCIL FOR ADVANCEMENT AND SUPPORT OF EDUCATION

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