International NGO
Donor-Centricity- Monitor
Insights into donor behavior and relationship patterns.
What it was about
An international NGO aimed to better focus its operations on the needs of its various donor groups (B2C, B2B & foundations). To achieve this, a data-driven system was to be established that would continuously provide transparency regarding the motivations of donor groups and their level of satisfaction with the organization's work.
Our solution
Together with the client, we developed a monitoring system that was fed by various data collection methods. In addition to a donor survey (due to the age of many donors, a postal survey was combined with email invitations), various touchpoint satisfaction measurements were designed, enriched with hard transaction data. We consolidated this data into key performance indicators and visualized it over time via an online dashboard.
The effect
The data-driven and attractively presented analysis of donor needs and feedback quickly fostered widespread awareness of donor-centricity within the organization. The combination of data collection methods also enabled us to reach donor groups less comfortable with online presence. Based on the results, we derived valuable strategic recommendations, the success of which can be tracked over time via the interactive KPI dashboard.
