We don’t often think of former participants as a source of program design feedback.

We mostly tweak our programs and services based on program design feedback from participants who stay.

However, in getting feedback from participants who leave, we often discover ways to build stronger programs.

It’s a different angle, and maybe even an uncomfortable one. But former program participant feedback is valuable—regardless of why they’ve chosen to leave.

So instead of trying to get them back in the door, what if we used their exit as a signal for thoughtful adaptation?

Participant retention is often one of the first metrics that comes to mind when we think of a program or service’s success.

A high participant retention rate can signal program success, but is it the best indicator of program impact?

What if we looked at retention differently?

Instead of focusing on how many participants drop out or stay, what if we looked at why they drop out OR stay—and whether they’re the right participants at all?