Nonprofit 101B a s i c N o n p r o fi t

Action & Analysis

Donor Experience 101Bridget L. Brandt

HELLO!

Bridget L. BrandtDonor Experience 101#bridgetlbrandt

I don’t know everything, but I’m usually right…and always funny!

What we are going to do today…

1 Create an Action Plan

2 Define Issues

3 Create a Solution

Why do this?1

REALITY

Do Something About It!

#bridgetlbrandt

67% of nonprofits don’t survey donors

70% of people think you don’t take their survey feedback seriously

#bridgetlbrandt

1. Survey Customers, Employees, and Volunteers

2. Accept the Feedback (No excuses allowed!)

3. Make the changes to serve your customers

Face it. Maybe your baby is UGLY.

So let’s do something!2

ACTIVITY Donor Experience 101

Bridget L. Brandt

Action Plan-Survey Tips & Tools

What is one thing we can we do to be better?

Do you plan to make a donation to us?

Would you recommend us?

Survey Questions-Kivi• Of the programs and services your gifts help support, what are the most important to you? Which

are expressed in the most compelling way? • To what degree do you feel your gifts of (time and money) to us have made a difference (to the

people you serve) (to the community you serve) (in achieving our mission)?  • To what extent have you found our reports to you: (very, somewhat, not very)• How could we enhance our efforts?• Please rank each of the following actions on a scale of one to five:

• Timeliness and appropriateness of thank you notes and receipt• Spending your gifts in the manner agreed• Managing donated funds prudently and effectively• Recognizing your contributions in public and private ways• Connecting you with the recipients and beneficiaries of your philanthropy

• What are some of the guiding principals you use to make your philanthropic decisions?• What do you expect from the charitable organizations in which you are involved?•  To what extent are we meeting those expectations?

Questions from Theosburnegroup.com

Survey Questions-Kivi• What do you value most about the impact charitable organizations achieve in our community (state,

region, country)?•  Of the organizations to which you give, which ones do the best jobs in sharing the significance and

impact of your gifts? How so? • Of all the gifts you have given, which have given you the most joy? How so? • Where on your list of philanthropies are we? Is the list different for (your spouse) (your children)

(the giving committee members)? In what ways? • How do you feel about the boards on which you serve? (How satisfied are you with your service to

our organization (our board))?• How well would you say you know members of our Board and our CEO?• If not known, what impact would knowing our leadership have on your relationship with us?• On a scale of one to five with five being very satisfied and one being not at all satisfied, how would

you rank your level of satisfaction with your giving to our organization?  • Is there anything that we have not discussed that would increase your level of satisfaction as a

donor to our organization?

Questions from Theosburnegroup.com

• Survey Monkey• A great review of more

advanced tools:http://www.relevantinsights.com/three-popular-online-survey-tools-what-you-get-for-your-money

• Sample Size Tool:http://www.surveysystem.com/sscalc.htm#one

Survey Tools

Role of the Moderator• The moderator is vital to the success of the focus group-Moderators should have no

vested interest.

In advance of the focus group. • Reminder telephone calls should be placed the day or evening.• Tell people in advance of the ending time…likely to increase commitment and willingness

to participate.

Moderating the focus group. • Moderators need not be experts in the topic. • After the introductions and general purpose of the focus group is reiterated, warm-up

questions should be asked in order to facilitate discussion. • The moderator's job is to let the group members know that it is okay to agree or disagree.• The moderator should ask general, open-ended questions. • When the time period is almost up or no new ideas are offered, the moderator should

begin to wrap up the session by summarizing the discussion to make sure of what the participants said.

• Finally, the moderator needs to thank the participants for their time and assure them that their responses will be kept completely confidential.

Focus Groups

#bridgetlbrandt

Select the issues. Be sure you have selected the correct ONEs.

ACTIVITY Donor Experience 101

Bridget L. Brandt

Action Plan

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Brainstorm on Solutions. • Take your time on this. • It should take your team about a week to put together a list of possible solutions to address your root causes. • Hold a session to discuss possible solutions and develop a short list of solutions.

ACTIVITY Donor Experience 101

Bridget L. Brandt

Brainstorming can be fun.

#bridgetlbrandt

Obtain approvals from senior management to proceed with the short list of action items.

Tips for making change stick:1. KISS2. KEEP IT MOVING- Evaluate3. KEEP IT TOGETHER-How can I

help?4. KEEP IT FLOWING- Talk5. KEEP EVERYONE INVOLVED6. KEEP IT A SUCCESS-Celebrate

www.donorexperience101.com/KISS

Change!

ACTIVITY Donor Experience 101

Bridget L. Brandt

Create clearly defined steps, goals, timelines, and milestones to achieve each and every one of your approved short list of action items.

#bridgetlbrandt

Close the Loop– Thank participants and share what you have done.

THANK YOU

THANK YOU!BRIDGET L. BRANDT

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