This presentation by Bridget L. Brandt is an introduction to nonprofit analysis and is designed to teach nonprofit marketers how to survey, analyze data, and create an action plan. www.donorexperience101.com

1. Nonprofit 101
B a s i c N o n p r o f i t
Donor Experience 101
Bridget L. Brandt

2. HELLO!
Bridget L. Brandt
Donor Experience 101
#bridgetlbrandt
I don’t know everything, but
I’m usually right…and always
funny! 

3. What we are going to do today…
1 Create an Action Plan
2 Define Issues
3 Create a Solution

4. Why do this?1

5. REALITY

6. Do Something About It!
#bridgetlbrandt
67% of nonprofits
don’t survey donors
70% of people
think you don’t take their survey
feedback seriously

7. #bridgetlbrandt

8. 1. Survey Customers,
Employees, and Volunteers
2. Accept the Feedback (No
excuses allowed!)
3. Make the changes to
serve your customers
Face it. Maybe your baby is UGLY.

9. So let’s do something!2

10. Donor Experience 101
Bridget L. Brandt

11. Action Plan-Survey Tips & Tools
What is one thing we can we do to be better?

12. Survey Questions-Kivi
• Of the programs and services your gifts help support, what are the most important to you? Which are expressed in
the most compelling way?
• To what degree do you feel your gifts of (time and money) to us have made a difference (to the people you serve)
(to the community you serve) (in achieving our mission)?
• To what extent have you found our reports to you: (very, somewhat, not very)
• How could we enhance our efforts?
• Please rank each of the following actions on a scale of one to five:
• Timeliness and appropriateness of thank you notes and receipt
• Spending your gifts in the manner agreed
• Managing donated funds prudently and effectively
• Recognizing your contributions in public and private ways
• Connecting you with the recipients and beneficiaries of your philanthropy
• What are some of the guiding principals you use to make your philanthropic decisions?
• What do you expect from the charitable organizations in which you are involved?
• To what extent are we meeting those expectations?
Questions from Theosburnegroup.com

13. Survey Questions-Kivi
• What do you value most about the impact charitable organizations achieve in our community (state, region,
country)?
• Of the organizations to which you give, which ones do the best jobs in sharing the significance and impact of your
gifts? How so?
• Of all the gifts you have given, which have given you the most joy? How so?
• Where on your list of philanthropies are we? Is the list different for (your spouse) (your children) (the giving
committee members)? In what ways?
• How do you feel about the boards on which you serve? (How satisfied are you with your service to our
organization (our board))?
• How well would you say you know members of our Board and our CEO?
• If not known, what impact would knowing our leadership have on your relationship with us?
• On a scale of one to five with five being very satisfied and one being not at all satisfied, how would you rank your
level of satisfaction with your giving to our organization?
• Is there anything that we have not discussed that would increase your level of satisfaction as a donor to our
organization?
Questions from Theosburnegroup.com

15. • Survey Monkey
• A great review of more advanced tools:
http://www.relevantinsights.com/three-popular-online-
survey-tools-what-you-get-for-your-money
• Sample Size Tool:
http://www.surveysystem.com/sscalc.htm#one
Survey Tools

16. Role of the Moderator
• The moderator is vital to the success of the focus group-Moderators should have no vested
interest.
In advance of the focus group.
• Reminder telephone calls should be placed the day or evening.
• Tell people in advance of the ending time…likely to increase commitment and willingness to
participate.
Moderating the focus group.
• Moderators need not be experts in the topic.
• After the introductions and general purpose of the focus group is reiterated, warm-up questions
should be asked in order to facilitate discussion.
• The moderator's job is to let the group members know that it is okay to agree or disagree.
• The moderator should ask general, open-ended questions.
• When the time period is almost up or no new ideas are offered, the moderator should begin to
wrap up the session by summarizing the discussion to make sure of what the participants said.
• Finally, the moderator needs to thank the participants for their time and assure them that their
responses will be kept completely confidential.
Focus Groups

17. #bridgetlbrandt
Select the issues. Be sure you have
selected the correct ONEs.

18. Donor Experience 101
Bridget L. Brandt

19. Action Plan
#bridgetlbrandt
Brainstorm on Solutions.
• Take your time on this.
• It should take your team about
a week to put together a list of
possible solutions to address
your root causes.
• Hold a session to discuss
possible solutions and develop a
short list of solutions.

20. Donor Experience 101
Bridget L. Brandt

21. Brainstorming can be fun.

22. #bridgetlbrandt
Obtain approvals from
senior management to
proceed with the short list
of action items.
Tips for making change stick:
1. KISS
2. KEEP IT MOVING- Evaluate
3. KEEP IT TOGETHER-How can I
help?
4. KEEP IT FLOWING- Talk
5. KEEP EVERYONE INVOLVED
6. KEEP IT A SUCCESS-Celebrate
www.donorexperience101.com/KISS
Change!

23. Donor Experience 101
Bridget L. Brandt

24. Create clearly defined
steps, goals, timelines,
and milestones to
achieve each and every
one of your approved
short list of action items.

25. #bridgetlbrandt
Close the Loop– Thank participants and share what you have done.
THANK YOU

27. THANK YOU!
BRIDGET L. BRANDT
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