Listening to loved ones: How families impacted by addiction are empowered
February 3, 2025
In 2024, Face It TOGETHER set out to learn more from the people we serve. Partnering with the Stand Together Foundation (STF), we shifted our evaluation focus to highlight our members' transformation as the ultimate measure of success. Empowering people has always been at the core of what we do, and this effort brought that commitment front and center.
To put this “Customer First” mindset into action, we reached out to 85 loved ones (both current and past members) and tested a few focused metrics to gather their insights. We had an impressive 46% response rate (39 out of 85) and learned some exciting things:
- 92% are promoters of Face It TOGETHER and are very likely to refer others to us. (Our Net Promoter Score is a gold standard of customer experience.)
- 92% felt Face It TOGETHER was responsive to their opinions and feedback.
- 87% said Face It TOGETHER helped transform their lives for the better.
- 84% felt empowered through their work with Face It TOGETHER.
We also asked what they found most helpful about our services, and here’s what they shared:
- 87% valued one-on-one time with their peer coach.
- 84% appreciated the opportunity for virtual sessions.
- 59% found outcomes-based assessment results very or extremely helpful.
When it came to areas for improvement, the most common suggestions were:
- Offering more educational resources about what their loved one might be experiencing (e.g., the physical and behavioral effects of substance use or the recovery process).
- Increasing outreach, especially in rural areas, to make our services more accessible.
Here’s what a couple of our members had to say about their experience with Face It TOGETHER:
- “I appreciate the openness of our conversations. My coach has always respected my confidentiality and met me where I was, instead of trying to steer me in a different direction.”
- “Having someone to talk to who’s been through what I’ve experienced—that was a game changer for me.”
What’s next?
- We’re exploring new funding opportunities to help us expand our reach.
- We’ll invest in professional development for our coaches, tailoring training to meet the needs our members shared.