C5 Measure and evidence impact

Agree with the client at the start what success will look like, and when and how you will review progress together

Help the client identify indicators and methods for measuring the impact of the support on their business

At the agreed points, look back with the client at progress against their objectives and plan

Help the client assess the effect of the support on the business, distinguishing it from other influences

Invite the client to tell you about any problems with the support, look into them, and put them right yourself or pass them to whoever can

Record outcomes and impact accurately and consistently, in line with organisational, contractual and data protection requirements

Report evidence of impact clearly to those who need it, including clients, your organisation, commissioners and funders

Report where support may breach legislation, regulations, contractual terms or organisational guidelines

Use findings and feedback to recommend and make improvements to the support provided by you and your organisation

Why monitoring and evaluation matter to clients, organisations, commissioners and funders

Measures of business outcomes and impact (for example turnover, profit, productivity, jobs, investment, survival, skills and environmental performance) and their limitations

Methods of collecting evidence of impact, including client feedback, case studies, before-and-after measures and follow-up

The principles of attribution and additionality, and the limits of what can reasonably be claimed

How to judge value for money, efficiency, effectiveness and quality in business support

The monitoring and reporting requirements of the contracts and funding programmes you work on

Approaches to comparing support services with others, and using the results to improve them

How to handle complaints and problems with the support provided