Metrics & Listening: Challenges in Setting Meaningful Metrics
Proximity gap:
- Those receiving goods/services are often far from decision-makers.
- Makes it harder to measure true impact.
Stakeholder gap:
- Funders/supporters are often different from those receiving services.
- Creates tension in defining success.
Solution: The Art of Listening
- Ask: Who are we listening to? How are we capturing their voices?
- Use structured methods to gather and apply feedback.
Example from Hope International:
- Always begin strategic planning with the voices of those served.
- Review monitoring & evaluation data first.
- Let recipients’ perspectives shape plans and decisions.
Reflection for Leaders
- What/who are you listening to?
- How is that information shaping your services?
- Are metrics elevating the voices of those you serve—or ignoring them?
Core Reminder
- Listening well is one of the best ways to stay on mission.
- Metrics matter, but voices of the people we serve matter most.