Customer First Measurement

As social entrepreneurs, nonprofit leaders, and philanthropists, we generally agree that measurement across the social sector is more complicated, costly, and time-consuming than it should be. Too often, the wrong things are measured at the wrong time. What if there were a more effective, straightforward way? At Stand Together Foundation, we envision a better approach to measurement, one that can transform the way organizations nationwide address our country’s biggest problems.

The current measurement approach in the social sector prioritizes measuring success by monitoring activities instead of results. It positions the program as the primary unit of success rather than the individuals it aims to serve. As a result, organizations often invest more time tracking outputs, like program completions, at the expense of collecting data on customer impact. Without reliable alternatives, donors reinforce this incentive structure by asking nonprofits to devote limited resources to metrics that rarely see any other purpose besides fundraising.

What if there were a better way?

Stand Together Foundation’s alternative approach to measurement positions individuals as the primary unit of success and prioritizes their satisfaction with the service provided. With this approach, nonprofits commit to listening and learning from the experiences of the individuals they serve, leading to improved programming and simpler, more meaningful measures. Organizations build their measurement strategy through the lens of a Customer Roadmap, which ensures that decision-making is rooted in the perceptions and insights of the individuals they serve.

By applying this mindset and practice, we have seen nonprofits across all issue areas better understand their customers, allocate resources more effectively, strengthen programs to improve results, and instill a culture of continuous improvement.