Citi Performing Arts Center in Boston, Mass. 
is one of the nation’s leading nonprofit 
performing arts centers, providing...
When Citi Center’s Board of Directors 
decided to adopt a “Balanced Scorecard” 
approach to align business processes with ...
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Citi Performing Arts Center Case Study: Program Management

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Citi Performing Arts Center Case Study: Program Management

  1. 1. Citi Performing Arts Center in Boston, Mass. is one of the nation’s leading nonprofit performing arts centers, providing diverse performing arts and education programming for a wide range of audiences. To gauge the impact of its community programs and learn more about donors and supporters, Citi Center relies on data analysis to drive strategy and decision-making. At a Glance Situation • Little measurement of the value of free ticket and teen summer jobs programs • Lack of data for proving program impact to funders and donors Survey Results • Post-program surveys of summer jobs program measure improvements in confidence and job skills • Surveys of free-ticket recipients determine if attendees valued the experience Smarter Decisions • Teens’ growing leadership skills encourage donors to continue support of summer jobs program • Free ticket program for disadvantaged communities grows 25% without increase in staff time, thanks to automated invitations and feedback requests Visit surveymonkey.com today “We do a great job of helping our community and engaging our donors when we can share how our services impact the Citi Center community. SurveyMonkey connects us to the people we serve and gives us the feedback we need to make smart decisions for the future.” – Josiah A. Spaulding, Jr., President and CEO, Citi Performing Arts Center Uncovering the impact of community programs Program Management Case Study
  2. 2. When Citi Center’s Board of Directors decided to adopt a “Balanced Scorecard” approach to align business processes with goals, the organization knew it needed timely, accurate information about its community programs. “Most decisions were made by instinct, not by data,” says Sue Dahling Sullivan, Citi Center’s chief of staff. “Without real measurement of the impact of our programs, we couldn’t figure how to make the programs even better— and we couldn’t explain to donors how their money was having an impact.” SurveyMonkey helped Citi Center get rid of its paper surveys and outdated spreadsheets, and helped everyone working on the organization’s community programs easily create surveys—and do it affordably. “We have a small staff,” Sullivan says. “The fact that everyone could learn how to use SurveyMonkey to run surveys and see results was a huge draw for us.” To learn more about how its City Spotlights Summer Leadership program helped urban teens, Citi Center employees used SurveyMonkey to see how summer jobs helped participants build confidence. The surveys measured the positive changes in teens’ openness to learning new things, working with groups, and solving conflicts. For example, a recent survey comparing pre- and post- results found that 79% of participants said they were more open to learning new things after taking part in the program, while 72% said the program made them more comfortable in listening to others’ opinions. Surveys also helped Citi Center better manage the SpectrumBoston Ticket Visit surveymonkey.com today What feedback did you learn about in your surveys? When teens take part in our summer jobs program, they get better at working with others and learning how to be leaders. With surveys, we can see how their skills change before they start the jobs and afterwards. This is valuable information not only for us but for our funders—they need to know that the money they give us makes a difference in the community. – Josiah A. Spaulding, Jr. Access Program, which provides 3,000+ free tickets yearly for local children and families to experience the center’s events. The organization uses SurveyMonkey to automate ticket distribution to community groups, and to request event feedback from attendees—without the need to add staff. Surveys have made ticket distribution so efficient that the number of tickets issued in 2013 increased 25% over 2012. In the future, Citi Center expects to use SurveyMonkey to gauge the success of all of its community programs, including The Metropolitans, its new donor program for young professionals. Learn more about how SurveyMonkey can help your entire team make smarter decisions. Visit surveymonkey.com today.

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