CDE project 3 appendix 3: sample questions

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

Written by
The Commission on the Donor Experience
Added
May 01, 2017

About Loyalty survey

The About Loyalty benchmarking survey measures Commitment, Satisfaction and Trust, which have been shown to be the most significant drivers of Loyalty.

Each question uses a 7-point Likert-type scale with options from Agree Strongly to Disagree Strongly.

About Loyalty ask five questions in the Donor Satisfaction section of their survey, which they then combine to create an overall Satisfaction score:

  • I am always thanked appropriately for any gift to [Charity].
  • I feel [Charity] understands why I offer my support.
  • Overall I am very satisfied with how [Charity] treats me as a donor.
  • [Charity]’s communications always meet my needs for information.
  • [Charity]’s fundraising communications are always appropriate in style and tone.

About Loyalty ask three questions in the Donor Commitment section of their survey, which they then combine to create an overall Commitment score:

  • I care passionately about the work of [Charity].
  • The relationship I have with this charity is something I am very committed to.
  • [Charity] is working to achieve a goal that I care passionately about.

About Loyalty ask four questions in the donor Trust section of their survey which they then combine to create an overall Trust score:

  • I trust [Charity] to deliver the outcomes it promises for its beneficiaries.
  • [Charity] can always be counted on to do what is right.
  • [Charity] can always be trusted.
  • [Charity] can be counted on to use donated funds appropriately.

The three scores are then combined to give an overall Loyalty Score for each donor.

Sample questions for C-SAT

There is no one survey to give a C-SAT score, but these questions have been developed for charities based on a commercial sector survey.

After a call to your Supporter Care team, you should find out:

  • How well did [Charity X] staff listen to you?
  • Was you query answered well?
  • And quickly?
  • Was the phone answered in an acceptable amount of time?

Online, you should look at:

  • Was the information you were looking for easy to find?
  • Did your feel inspired after using the website?
  • How easy was it for you to…? (See Customer Effort)

When you ask someone to donate:

  • Do you feel pressured into giving?
  • Are you made to feel guilty if you don’t give?

When you thank them:

  • Do you feel like you have made a difference to something important by making this donation?
  • Do we make you feel valued?
  • And recognised?

Click on the image below to see Project 3 in full - PDF format

About the author: The Commission on the Donor Experience

The CDE has one simple ideal – to place donors at the heart of fundraising. The aim of the CDE is to support the transformation of fundraising, to change the culture to a truly consistent donor-based approach to raising money. It is based on evidence drawn from first hand insight of best practice. By identifying best practice and capturing examples, we will enable these to be shared and brought into common use.

Related case studies or articles

CDE project 3 summary: satisfaction and commitment

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.

Read more

CDE project 3 section 1: actions and approach

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

Read more

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

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

Read more

CDE project 3 section 3: Making it happen

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! 

Read more

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

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. 

Read more

CDE project 3 appendix 2: frequently asked questions

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.

Read more

CDE project 3 appendix 4: survey findings

Fundraisers were surveyed about the extent to which the fundraiser measured how their donors feel, how they used the findings (if they did) and what barriers they have come across.

Read more