Higher Ed Live

Advancement Live - The Net Promoter Score (NPS) in Higher Ed Advancement

December 17, 2013

It’s no secret that Advancement shops have had a conflicted relationship with measurement and metrics in the past. The performance of some units, such as Annual Funds, is easy to quantify as dollars raised. Others, especially alumni relations and communications units, have relied much more heavily on anecdotal evidence to measure success and articulate their impact. The Net Promoter Score (NPS) provides a simple, easy-to-implement approach to measuring performance in program areas that do not have a clear financial bottom line.

In this show, Cornell University's Jennifer Cunningham, Indiana University's J.T. Forbes, and Susquehanna University's Ron Cohen explained the NPS system and shared examples of how they have used it at their respective institutions. The NPS system works effectively to measure constituent satisfaction and loyalty. It provides an additional mode of constituent engagement, setting the stage for various types of outreach and follow-up. It also provides the qualitative and quantitative data to make informed decisions about the direction of particular programs and program areas. This is an invaluable asset, making it possible for an organization to refine its strategies and engage effectively in a world where other non-profits are using increasingly sophisticated strategies to compete for the attention and philanthropy of its constituents.