CDE project 3: satisfaction and commitment

Traditionally fundraisers measure success in money raised now. But as indicators of long-term commitment several factors are more important and more useful than the ubiquitous, historic RFV tool (recency, frequency and value). This project will create a practical guide to measuring these other main indices and will show where relevant research and examples of best practice can be found.

Click this link for all the CDE project summaries and where to find them on SOFII. For access to all CDE content on SOFII go to the home page and click on the special CDE portal just below the masthead.

What are the three missing pieces of data standing between our sector and success?

by Charlie Hulme

In this blog post connected to the Commission on the Donor Experience Project 3, Charlie Hulme sets out two facts that could be the difference between the fundraising sector prospering or disappearing altogether.

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CDE project 3 summary: satisfaction and commitment

by The Commission on the Donor Experience

This project will create a practical guide to measuring other main indices of success than money or RFV and will show where relevant research and examples of best practice can be found.

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CDE project 3 section 1: actions and approach

by The Commission on the Donor Experience

This section may be called Measurement, but it’s actually about culture, strategy and people. 

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CDE project 3 section 2: putting the principles and actions into practice - step 1 and 2

by The Commission on the Donor Experience

Step 1: Make a commitment to growing donor satisfaction and loyalty

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CDE project 3 section 2: putting the principles and actions into practice - step 3

by The Commission on the Donor Experience

Step 3: Decide on what you will measure

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CDE project 3 section 2: putting the principles and actions into practice - step 4 and 5

by The Commission on the Donor Experience

Step 4: Report what you find and Step 5: Change something

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CDE project 3 section 3: Making it happen

by The Commission on the Donor Experience

We have seen that there are lots of things that you can measure, but you don’t have to measure them all. Just choose one! 

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CDE project 3 appendix 1: measurement of satisfaction and loyalty in action

by The Commission on the Donor Experience

There are several companies and a few charities who measure how their customers and supporters feel, using some of the tools we have outlined in this document or their own methodologies. 

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CDE project 3 appendix 2: frequently asked questions

by The Commission on the Donor Experience

In our research (see Appendix 4), several people mentioned barriers to measuring how their donors feel. This section lists the most common of these and gives our advice.

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CDE project 3 appendix 3: sample questions

by The Commission on the Donor Experience

A quick Google search will bring up many sample questionnaires, but for ease we have included a couple here.

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