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  • 1. Session ID 1281 1Presented by: Lynne M. WesterYeshiva UniversityApril 8, 2013Session ID 1281Metrics Can Tell aStory about Stories:Using Donor Feedback andMetrics to Drive theSuccess of Your Program
  • 2. Session ID 1281 22Time to Survey You!• How many of you have “something” you want to getfeedback on or evaluate now?• Have you done an evaluation or survey in the lastyear?– How many of you acted upon what you learned?• How many of you have direct interaction withDonors?– If not, how many of your offices or someone inyour office have direct interaction with the donors?
  • 3. Session ID 1281 3Why evaluate?• Improve quality• Increase accountability and awareness• Prioritize financial and human resources• Measure programmatic effectiveness• Tell a better story3
  • 4. Session ID 1281 4Excuses• 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 do4
  • 5. Session ID 1281 5Traditional Metrics• Counting• Dynamic Metrics• Technology Metrics5
  • 6. Session ID 1281 6Donor Focused Methods• Documents and Records• Surveys and Questionnaires• Individual conversations• Focus groups6
  • 7. Session ID 1281 7Tools• 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 face7
  • 8. Session ID 1281 8Focus 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 design8 **Credit to Erin Moyer**
  • 9. Session ID 1281 9Construction• Tips on question construction– Avoid two questions in one– Give an option to opt-out of a question– Avoid leading questions – don’t influence theresponse…just ask the question– Avoid jargon…don’t assume they know whatyou are talking about– Its not a test…don’t test their intelligence –just ask the question– Keep it honest9
  • 10. Session ID 1281 10Sample Great Questions• Of all of the philanthropies you couldsupport, why do you support us?• How did you first find out about us?• What are you most interested in about ourorganization?• Tell me about your fondest memoryconcerning…10
  • 11. Session ID 1281 11Sample Great Questions• Of all of the philanthropies you couldsupport, why do you support us?• How did you first find out about us?• What are you most interested in about ourorganization?• Tell me about your fondest memoryconcerning…• OUR SURVEY
  • 12. Session ID 1281 12Your Questions= Their Stories• Stories are NOT about you.• Don’t let them bore• Stir emotions• Don’t tell, show• Clear and truthful• Example=UP!12
  • 13. Session ID 1281 13Stories13
  • 14. Session ID 1281 14Stories14
  • 15. Session ID 1281 15Calculating the Value* of a Donor• Giving– Level– Consecutive– Potential• Engagement– Event Attendance– Volunteerism– Influence
  • 16. Session ID 1281 16Lifetime Value16
  • 17. Session ID 1281 17Solutions for Prioritization• Lifetime Value• Engagement Score• Leadership or Campaign Priority• Planned Giving
  • 18. Session ID 1281 18Thank You!Lynne M. Westerwester@yu.edu@donorguruwww.donorrelationsguru.comPlease complete the online session evaluation formSession ID 1281.© 2013 Ellucian. All rights reserved.

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