Vorige maand hadden we Roger Craver te gast op ons blog. Hij had het over de karakteristieken van een donateur gerichte fondsenwerving organisatie: bescheidenheid, rapheid en eenvoud.

Hierin beschreef hij dat veel organisaties zichzelf donateur gericht noemen, maar eigenlijk vooral een focus hebben op hun eigen behoeften. De donateur komt vaak maar mondjesmaat aan de beurt. Dus wel zeggen, maar niet doen.

Roger heeft laatst op zijn eigen blog The Agitator ook een checklist gepubliceerd om te bepalen of jouw organisatie echt donateur gericht is, of eigenlijk stiekem niet...

• Do staff and consultant performance reviews include contributions made to advancing donor satisfaction, retention and responsiveness?

• Are donor service personnel properly trained, recognized and compensated within the organization?

• Do donor-facing personnel participate in discussions around creating donor experiences, appropriate ways to meet donors’ concerns, and regularly conducting an organization-wide review of donor concerns and compliments?

• Are all departments aware of and focused on the same donor retention, commitment and satisfaction goals?

• Do the board and CEO routinely participate in reviews of donor retention and commitment rates…in reviews of donor complaints, suggestions and feedback?

• Does leadership place more emphasis and importance on current donors than potential donors?

• Do the organization have methods for seeking donor feedback, responding quickly to donor concerns and sharing these concerns across departments and with leadership?

• Is the organization willing to change or adapt processes to meet donor concerns based on feedback?

• Does the organization have a true focus on donor needs and a process for meeting those needs?

• Does the organization follow basic practices to maintain and update donor addresses and remove deceased donors’ names and addresses?

• A leadership and management culture willing to have its own assumptions challenged and tested through input and feedback from donors?

• Investing more in making functions work more simply and easily for the donor as opposed to working for the convenience of the organization?

• Providing easy-to-find contact information and feedback channels that are responsive and easy to use by the donor?

En? Wat is jouw conclusie? Eerlijk zeggen... valt er nog wat te verbeteren binnen jouw organisatie?