Metrics Tell the Story: Using Donor Feedback and Metrics to Drive the Success of Your Program - PowerPoint PPT Presentation

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

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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 – PowerPoint PPT presentation

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


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?

3
Why evaluate?
  • Improve quality
  • Increase accountability and awareness
  • Prioritize financial and human resources
  • Measure programmatic effectiveness
  • Tell a better story

4
Excuses
  • We know everything
  • Fear of evaluation impact
  • We wont use the resultswe never have
  • No one is asking for it
  • It takes too much time/too many resources
  • Just one more thing to do

5
Traditional Metrics
  • Counting
  • Dynamic Metrics
  • Technology Metrics

6
Donor Focused Methods
  • Documents and Records
  • Surveys and Questionnaires
  • Individual conversations
  • Focus groups

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

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

9
Tips
10
Construction
  • Tips on question construction
  • Avoid two questions in one
  • Give an option to opt-out of a question
  • Avoid leading questions dont influence the
    responsejust ask the question
  • Avoid jargondont assume they know what you are
    talking about
  • Its not a testdont test their intelligence
    just ask the question
  • Keep it honest

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

12
Your Questions Their Stories
  • Stories are NOT about you.
  • Dont let them bore
  • Stir emotions
  • Dont tell, show
  • Clear and truthful
  • ExampleUP!

13
Stories
14
Stories
15
Questions? Thank You!
  • Lynne Wester
  • wester_at_yu.edu
  • www.donorrelationsguru.com
  • Friend me on Facebook
  • Follow me on Twitter _at_donorguru
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