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CUSTOMER FIRST MEASUREMENT


Customer First Measurement™

Customer First Measurement redefines success in the social sector by centering
on the satisfaction and feedback of those it aims to serve.

A new methodology for impact 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.


REDEFINING SUCCESS IN THE SOCIAL SECTOR

Despite America's vast $22 trillion investment over six decades to combat
poverty, addiction, and homelessness, prevailing strategies have largely fallen
short. Dr. Todd Rose, a former Harvard professor and advocate for the science of
individuality, critiques the nonprofit ecosystem's obsession with output over
impact, suggesting a pivot towards genuinely understanding the unique needs of
individuals.


Transform your results

Customer First Measurement values individuals as the primary unit of success.
For nonprofit leaders, mapping individual experiences to a customer roadmap can
enable you to make more effective decisions. For donors, selecting organizations
and issues to fund based on the difference they make in people’s lives can help
reorient the social sector around customer-focused metrics that illustrate the
needs of individuals.

Understand your customers 
Segmenting customers by demographics allows organizations and donors to see who
they are serving well, and where gaps exist. Segmentation also makes it possible
to customize experiences across customer categories.  
Improve resource allocation
Organizations and donors that understand customer experiences can allocate
resources toward programs that have the most measurable impact. They can also
modify or reconsider programs with limited impact.  
Communicate results
When organizations track changes in customers’ experiences over time, donors and
nonprofit leaders can build a more complete understanding of their impact. They
have firsthand accounts including individual motivations, overall well-being,
and life transformation.  
Continuously improve
Customer First Measurement fosters a culture of continuous improvement within
the social sector. By actively seeking and acting on feedback, nonprofits
produce better results and build trust with their customers.  
THE TRANSFORMATION SURVEY 

Stand Together Foundation’s proprietary Transformation Survey is designed to
help nonprofits quickly and continuously listen to the people they serve. In
just 15 questions, the survey covers customer satisfaction, perceived value,
personal transformation, and personal empowerment.  


Get access to the survey

How to implement Customer First Measurement

Customer First Measurement can be implemented by any nonprofit or donor. Our
hope is that this results-driven methodology will grow into the nonprofit
industry standard across the country so that time, talent, and resources are
focused on making the biggest difference in people's lives.

Nonprofits
Download Stand Together Foundation’s implementation guide. This resource
provides more information about collecting customer feedback, how to analyze and
act on the data, and building out a long-term measurement capability that can
maximize your impact in people's lives.

Download the guide
Philanthropists
Consider prioritizing organizations that put customers at the center of their
decision-making processes. Share this page with your grantees and encourage them
to try the Transformation Survey or contact our team to explore opportunities
for more customized partnership.

Contact our team
Featured partners



Stand Together Foundation partners are recognized as among the most innovative
and effective nonprofits in America. Below is a snapshot of our current
partnership network.




Top stories

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How should nonprofits measure success? It starts with the right metrics.

Measuring nonprofit impact with a customer-first mentality could change
everything we think about success.

Why $22 trillion still hasn’t solved poverty in America

This is how the social sector can transform lives.

Listening beyond the Net Promoter Score

While NPS is widely used to measure customer satisfaction, a more holistic view
is needed. Here's why.

Charity Navigator, Stand Together Foundation Announce New Partnership

The groundbreaking new initiative has the potential to transform how charities
seek and respond to feedback from beneficiaries.

November 1, 2023


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Together logo are trademarks and service marks of Stand Together. Terms like
“we,” “our,” and “us,” as well as “Stand Together,” and “the Stand Together
community,” are used here for the sake of convenience. While the individuals and
organizations to which those terms may refer share and work toward a common
vision—including, but not limited to, Stand Together Foundation, Stand Together,
Charles Koch Foundation, Stand Together Trust, Stand Together Fellowships, and
Americans for Prosperity—each engages only in those activities that are
consistent with its nonprofit status.
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