Finding out what it’s like to be one of your supporters
In an increasingly competitive marketplace, retaining and developing existing donors is the most cost-effective way to ensure targets are met. But do you know what your donors really think of your organization and the way you interact with them? We can help you learn more about your donors through our range of survey and mystery shopping techniques:
THINK’s Stewardship Tracker
As a charity, you spend a large amount of time carefully constructing the journey through which you want your donors to go. So how does it feel from a donor’s point of view? Do all the separate communications join together into a seamless whole? Or do donors end up feeling like cows in a milking parlour?
The Stewardship Tracker is a mystery shopping program that helps you find out how your supporters feel. The program analyzes the initial stages from enquiry through to donation across all channels, and then helps you find out how your communications work in practice over months and even years.
The program also provides an opportunity to assess your stewardship from an objective and detailed perspective. It provides information to help you improve in small and large ways. Over time you will also be able to track the impact of your changes on customer service, retention and supporter satisfaction.
Bespoke mystery shopping
We can develop and deliver bespoke mystery shopping solutions, focusing on assessing specific aspects of your fundraising portfolio or customer service skills. These can be conducted locally or nationally and can help you to transform your levels of donor satisfaction and retention.
Increasingly, charities want to hear directly from existing supporters about how they feel about their relationships with them, and their giving . We are experienced in developing and analyzing both online and paper-based surveys, which aim to provide statistically valid data. We can deliver more detailed qualitative research via telephone surveys or face-to-face focus groups. Such exercises provide critical feedback, so that you can enhance supporter stewardship and developing new giving programs.