KEY RECOMMENDATIONS

1. Regularly (at least annually) collect and tabulate data on at least one outcome for each program or service. It is usually preferable to collect data on more than one outcome. Aggregate the data in the form of numerical indicators by expressing the outcome indicators as the number or percent of a specific measurement. Aggregating data across clients makes data more useful, for example, by enabling organizations to track changes over time. Aggregated data is also easier to communicate to external audiences.

2. Attempt to collect information on the condition of clients both at the end of services and some time after services have been completed in order to track a program’s results over time. Clients, family members, staff, or trained observers can often provide information on client condition. Organizations should also consider following up on clients who have dropped out of their programs.

3. Collect information on outcomes that reflect customer satisfaction with overall services and with specific aspects of service quality.

To download the full report, visit: http://www.independentsector.org/programs/ research/outcomes.pdf