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4. Margie Worrell
Margie Worrell is the Curriculum Manager at
Bloomerang. She serves on the board of the
Peace Learning Center in Indianapolis, and
has worked extensively with nonproﬁts as
both a staﬀ member and a lead volunteer.
Her passions include education, theatre, her
two children and her two small dogs.
7. What will we cover
today? Part 1–Built-in Bloomerang surveys
1. Data around surveys and why they are
2. How can you ﬁnd out about YOUR donors?
3. Analyzing and taking action
**INTO THE DEMO DATABASE**
Part 2–Surveys outside of the built-in ones
1. Steps you can take to create, send and
2. Share about your experiences with surveys
3. Resources for surveys!!
8. What is our
GOAL TODAY: At its core, this is a class
about gaining a deeper understanding of
your constituents by empowering them to
provide you with feedback, which you can
then use to improve your donor loyalty,
engagement, and retention.
14. 1. Donors initially support an organization because of a
favorable perception of the organization, mission, and
2. There are usually a combination of reasons why a
donor stops giving–usually based on action or lack
3. Donors lapse when the perception fails to develop
into a relationship and connection
15. 1. Provide good customer service
2. Communicate that you share their beliefs
3. Make them aware of the consequences
4. Make sure YOU have connected
5. Make certain they trust you
6. 2-Way Engagement
7. They’re learning. Are you taking them on a journey?
Data: What creates donor loyalty?
16. What are good concepts to measure?
● Trust–closely associated with continued giving
● Commitment–forward-focused, can be passive or
active, related to cause and mission
● Satisfaction–closely associated with donor loyalty,
related to customer service
● Intimacy–all about relationships you have built
How Surveys Can Help Fundraisers Uncover the 4 Main Drivers of Donor Loyalty
17. But what about YOUR donors?
How can you know what is happening from their perspective?
Get it straight from the source
That is where
surveys can help.
These surveys are:
2. Vetted and based
3. Sent automatically
your donors about
how you are doing
19. Inquiring minds
want to know…
● Based on the work of Dr. Adrian Sargeant
● Goes out automatically when a qualifying transaction is
made (donations, pledges, pledge payments, recurring
donation schedules, or recurring donation payments)
● Customizing the Donor Retention Filters will affect
which transactions qualify
● You must conﬁgure them ﬁrst
● Looks at giving from the household level
● Interactions are created on a constituent’s timeline
both when the email survey is sent and when the
● Donors do not have to answer all questions
● Donors may opt out of future donor surveys
● Also based on acknowledgement status of the
● Do Not Acknowledge. When a transaction is marked as Do Not
Acknowledge, the survey is sent out the next day.
● Acknowledged via email. When a transaction is acknowledged
via email, the survey is sent two days after the email
acknowledgement is sent.
● Acknowledged via letter or manually changing the
acknowledgement to “Yes.” When a transaction is acknowledged
manually or via a letter, the survey is sent fourteen days after
the acknowledgement letter is generated or after the
acknowledgement status is changed to "Yes."
● Unacknowledged. When transactions have not been
acknowledged for fourteen days since the donation, the survey
is sent ﬁfteen days after the transaction date.
Also known as the “ﬁne
print” … for your
20. Reporting on
Some key phrases to help
you ﬁlter for what you want
Report on Survey activity using the following interaction ﬁelds:
● Has Opened Survey. Add a ﬁlter to list constituents who
have or have not opened a survey. Add a column to
return values or Yes or No.
● Channel is Engagement Survey Email indicates receipt of
● Channel is Engagement Survey indicates response to a
● Subject lines include if the interaction is for a New Donor
Survey, Existing Donor Survey, or Lapsed Donor Survey.
● Lapsed Reason shows the response a constituent gave
to a Lapsed Donor Survey.
21. Taking action
on the results
Consider what actions you
can take based on the
feedback you receive
Before the results
Begin thinking as you are examining your survey questions
what types of actions might be needed to meet up with
lower results in any area.
Start to analyze lightly how you could approach those areas
of improvement. Consider who will be on your team for
After the results
Pull appropriate team members and brainstorm solutions.
Create a written plan to implement improvements with clear
guardrails, metrics and timeline.
Implement plan and evaluate results. Revise and move
forward as needed.
24. 1. Decide who you are surveying and what
you are wanting to ﬁnd out from them
2. Create your segments
3. Create your questions
(link to What Are The Best Questions To Ask In A Donor Survey?)
4. Email your survey to the targeted
5. Gather your responses
6. Analyze your results
7. Decide on action you will take
8. Consider sharing broad results with
donors who gave feedback
of the built-in
We have a lot of resources
to help you with building
and analyzing surveys
linked at the end of this
Articles and Guides
3 Examples of Nonproﬁt Donor Surveys
What Are The Best Questions To Ask In A Donor Survey?
Can Donor Surveys Really Help You Raise Money?
How Surveys Can Help Fundraisers Uncover the 4 Main
Drivers of Donor Loyalty
Dr. Adrian Sargeant's 7 Principles of Donor Loyalty
Getting To Know You: A Guide to the Hidden Power of
29. Thank you for attending!
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Q&A session, please stay with us.
Visit our website to see more upcoming
Bloomerang Academy webinars!