1281 metrics
TRANSCRIPT
Session ID 1281 1
Presented by: Lynne M. WesterYeshiva University
April 8, 2013
Session ID 1281
Metrics Can Tell a Story about Stories:Using Donor Feedback and Metrics to Drive the Success of Your Program
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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?
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Why evaluate?
• Improve quality • Increase accountability and awareness• Prioritize financial and human resources• Measure programmatic effectiveness• Tell a better story
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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
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Donor Focused Methods
• Documents and Records• Surveys and Questionnaires• Individual conversations• Focus groups
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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
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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
8 **Credit to Erin Moyer**
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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
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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…
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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…• OUR SURVEY
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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!
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Calculating the Value* of a Donor
• Giving– Level– Consecutive– Potential
• Engagement– Event Attendance– Volunteerism– Influence
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Solutions for Prioritization
• Lifetime Value• Engagement Score• Leadership or Campaign Priority• Planned Giving
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Thank You!
Lynne M. Wester
@donorguru
www.donorrelationsguru.com
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Session ID 1281
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