America’s social sector has wasted trillions on ineffective philanthropy. Todd Rose and Stand Together Foundation have a different vision for how nonprofits can best support their beneficiaries: Customer First Measurement.

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In a groundbreaking shift from traditional measurements of nonprofit success, Stand Together Foundation introduces Customer First Measurement™, an approach that redefines success in the social sector by centering on the satisfaction and feedback of those it aims to serve. 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.

The United Way of Salt Lake City's 211 service, a referral hub for millions seeking nonprofit aid, serves as a test case, revealing a stark disconnect: 75% of people do not receive the help they're seeking. This insight underscores the necessity for nonprofits to adopt measures that prioritize individual feedback, enabling tailored and effective interventions.

Customer First Measurement emerges as a solution, emphasizing the importance of treating those in need not as beneficiaries, but as customers with voices that guide service improvement. With hundreds of nonprofits nationwide beginning to embrace this methodology, there's a burgeoning shift towards a more dignified, respectful, and ultimately successful approach to social service. This initiative not only promises to elevate the standard of care but also to empower individuals and communities, challenging the sector to measure what truly matters: real, positive impact on human lives.

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