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The Conundrum of measuring Quality

When & Where

10:30 - 11:30, Monday 3rd July 2017
Cinema 1 - Level -2




Alex Wathen , Katy Myers-Green , Jo Stone


Beginner / Experienced

Measuring and recording quality is one of the most critical puzzles our sector has to solve. The sustainability of dialogue fundraising depends on our ability to evaluate and improve the donor experience, the quality of our conversations and the risk to reputation and income. But what do quality KPIs even look like? How and what do you use to measure them? And how do you bring your fundraisers with you? In this interactive session, we will share some of the tools and training the British Red Cross produced after reviewing our ‘gold standard’ training and quality control programme, and the lessons we learned along the way.