And The Ingrates Keep Expecting More!
Here’s some new bad news for fundraisers about customer service.
Why is this bad news?
Because these damn ungrateful consumers/customers/donors just seem to keep raising the bar … all the time expecting more and better customer service. And punishing the organisations that fail to deliver to these heightened expectations.
The infographic below from JitBit delivers the bad news:
- 60% of consumers have higher expectations for customer service than they did just one year ago;
- 78% have bailed on a transaction because of a poor experience;
- 44% have switched to a competitor because of a poor experience (read this Agitator post for who will eat your lunch!);
- high value customers are the first to go; and,
- 95% of customers share bad experiences with others.
How much does this matter? Globally, it’s estimated that $338.5 billion is lost to poor customer service.
Do you think ‘donors’ think/expect/behave differently than ‘consumers’ when they have crappy experiences with nonprofits they’re supporting?
I don’t.
Tom
Here’s the infographic …
3 responses to “And The Ingrates Keep Expecting More!”
Behavioral Science Q & A
Integrating an individual giving appeal with other communications from a charity can have both positive and negative effects, and the outcome largely depends on how it’s executed. Advantages of Integration Brand Consistency: Maintaining a consistent appearance and messaging across all communications can reinforce the org’s brand identity and strengthen brand recognition and trust among your […]
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I’m not aware of any in-market tests specifically comparing recurring vs. gift frequency language. I suspect the answer might not be the same with all gift frequencies, nor with all people. It sounds like a great opportunity for you to test and find out what works for your audience. Based on the literature, here’s a couple […]
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Based on what we know from existing data, those renewal notices can actually be pretty effective in getting people to donate. They tap into our psychology – creating a sense of urgency, reminding us of past support, and using personalization to make the message hit home. They’re playing on our natural tendencies to feel obligated […]
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Interesting question. I had a quick look at the testing done on this topic. On the positive side, in all cases, over half of donors decide to cover the fee. In some cases, it goes as high as 65%. Not a negligible percentage at all. Here’s another test from iRaiser showing consistent results (see point […]
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There’s just one thing to consider when designing a supporter journey: the supporter. More specifically, you need to take into account: Who the supporter is i.e. their identity, which is the reason they support this cause, and their personality, which describes the way they “see” and process the world. These will determine the kind of […]
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I’m not an expert in this but a quick search surfaced this article on the effect of tax reforms on 2019’s charitable giving. The researchers didn’t find a reduction. Actually, they observed an “increase in charitable contributions in 2019, even with the lower tax rates and the dramatically smaller number of taxpayers who itemize their […]
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One simple fix in improving donor experience that far too many organizations of all sizes fail to do: List the name(s) and contact information, in an easy to find place on your website, or in your many emails, of the person(s) who a donor can call or email when s/he has an issue or question.
Why would a non-profit make this information so difficult to find? And why wouldn’t they want donors to be able to easily reach staff? (Seems suspicious to me!)
Recently, I tried to make an online donation to a healthcare foundation, which serves three hospital campuses. The home page of the system does not have a donate button. I searched for “make a donation” and received the following results:
Frequently Asked Questions about Kidney Donation
in Medical Services
Read our frequently asked questions about kidney donation.
Kidney Transplant Services
in Medical Services
Since the first kidney transplant was performed in 1972 in the region at ABC Hospital, there have been more than 1,800 patients receiving kidney transplants. The program performs an average of 90–100 kidney transplants annually, and we are …
Heart Transplant Services
in Medical Services
ABC was the first healthcare organization in the area to offer a heart transplant, and we have transplanted more than 300 patients since 1989. If your physician feels you are a viable candidate for a heart transplant, he/she will make …
Hospital bed donated to XYZ Zoo ABC Hospital donates a bed to the XYZ Zoo. The motorized bed can accommodate animals up to 500 pounds.
No results were found. Please try a different search.
I went back to the “search” function and entered “foundation”. After navigating through two foundation pages, I was able to make my donation.
This nonprofit is a client, and I wanted a “real time experience”. I was successful in my experiment!
This simple graphic diseminated to every for-profit or non in New Zealand would not be a wasted effort,