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Donor satisfaction. Measuring it and improving it

When & Where

16:30 - 17:30, Wednesday 3rd July 2019
Cinema 1




Maddy Eastwood MInstF , Roger Lawson , Sharon Mui


> Intermediate

We’re sure you know your response rates, conversion rates and retention rates. But do you know how happy your donors are with the way you communicate with them? And do you know how important this is?

In this session, we will share research that shows just how important donor satisfaction is and why everyone should be measuring it before Battersea Dogs & Cats Home and the British Red Cross talk about the different approaches they are taking to measure their donors’ satisfaction.

They will then talk about what they are doing to improve satisfaction across their donor file, the change these actions have (or haven’t) had in growing satisfaction and the impact they have had on donor value.