Impact Metrics
What we measure, how we measure, and for whom
Impact measurement is built into PSR from the ground up — not bolted on as an afterthought. Every metric is designed to serve three audiences: funders who need to see results, educators who need to improve their programs, and policymakers who need evidence for decisions.
Six Core Metrics
Interactions
Total hotline conversations across all channels
Unique Learners
Anonymized count of distinct participants
Topics Covered
Breadth of subjects addressed across interactions
Escalation Rate
Percentage of conversations handed to human counselors
Return Rate
Repeat engagement — learners who come back
Satisfaction
Post-interaction satisfaction score
Each metric tells a different story depending on who is reading it. Here is how the same data serves funders, educators, and policymakers.
Interactions
For Funders
Reach and scale of the program
For Educators
Demand for specific subjects
For Policymakers
Population-level engagement with education services
Unique Learners
For Funders
Cost per learner served
For Educators
Size of the active learning community
For Policymakers
Coverage of underserved populations
Topics Covered
For Funders
Program breadth and relevance
For Educators
Gaps in content that need development
For Policymakers
Alignment with national education priorities
Escalation Rate
For Funders
Quality of AI and need for human staffing
For Educators
Training needs for counselors
For Policymakers
Mental health service demand indicators
Return Rate
For Funders
Long-term engagement and program stickiness
For Educators
Content effectiveness and learner retention
For Policymakers
Sustained educational impact
Satisfaction
For Funders
Program quality and outcomes
For Educators
Teaching effectiveness feedback
For Policymakers
Public service satisfaction benchmarks
These metrics are designed to align directly with the Key Performance Indicators (KPIs) required by major grant programs. Annual billing matches grant reporting cycles, and the impact dashboard can generate reports in the format funders expect.
PNRR / Romania
Interaction counts, geographic reach, and digital skills development metrics map directly to PNRR Component C7 digital transformation indicators.
Erasmus+ / EU
Unique learner counts, subject breadth, and satisfaction scores align with Erasmus+ education innovation KPIs and quality benchmarks.
ESF+ / EU
Return rates and escalation metrics demonstrate social inclusion outcomes and workforce skills development progress required by ESF+.
EEA / Norway Grants
Community reach, topic coverage, and after-hours access metrics demonstrate civil society impact and education accessibility.