In his blog, “Measuring to Improve,” Matthew Forti of the Bridgespan Group recommends that service providers ask those in their programs how they would measure the success of the services in which they are participating. He did just that and found that the responses provided valuable guidance to help programs determine what measures to use. For example, one woman proposed, “Ask me what my goals were in joining and whether or not I have met them.” This approach helps organizations be customer-oriented and respectful of their clients and is a great fit with Mark Friedman’s guidance on obtaining data on customer results when it’s not readily available. Here’s the link for Measuring to Improve. You can sign up for this blog, and explore other Bridgespan resources for nonprofits.
Thanks to Anne Lezak of Benchmarks for a Better Vermont for bringing this to our attention!