Miller Center Fellowship

Document Type

Research Report

Publication Date



Measuring social impact is a challenge that many social enterprises face on a daily basis. While it is difficult to measure impact directly, many enterprises find other methods to gauge their progress and effect on the local community. For example, an eye-care organization can measure the number of patients treated; a malaria-prevention program can count the number of nets distributed; a solar system distributor can measure the number of houses that have access to light. One of the most common ways to measure impact is to ask customers, or users, how the product/service has affected their lives. Many organizations do this by performing customer service evaluations. Although there exists a number of customer satisfaction evaluation methods, many processes target urban populations and lack the perceptive methods needed to evaluate satisfaction of rural populations. In the following section, we present an in-depth explanation and analysis of a qualitative and quantitative methodology used to track an organization’s performance through the customer’s eyes. First, we describe two methods for measuring customer satisfaction that have been used in rural areas. We then articulate the basics of Net Promoter Score methodology, including explanations of how we altered it in order to use it effectively in rural areas. We conclude with a description of how we organized and analyzed the data, a discussion of the pros and cons of this methodology, and recommendations for future use in rural areas.



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