The challenge
Retention reports tell you what happened. DonorVoice shows you what is happening now.
Fundraising performance is often judged by the number of donors recruited. But volume alone does not create sustainable growth.
A donor may sign up today and cancel only a few months later. By the time this appears in a retention report, the opportunity to intervene has passed.
DonorVoice connects acquisition data with direct donor feedback. This gives your organisation early insight into the quality of every interaction and the signals that indicate whether a donor is likely to stay.
How it works
From donor feedback to better fundraising decisions
01
Listen
Shortly after sign-up, donors are invited to share their experience, motivation and intention to continue supporting your organisation.
02
Understand
Donor feedback is connected to the relevant campaign, agency, team, location and individual fundraiser. Behavioural science helps explain not only what is happening, but why.
03
Act
Live dashboards and regular analysis help you improve fundraiser coaching, agency management, donor follow-up and the overall acquisition process.
Quality insight
Manage fundraising quality at every level
The DonorVoice Platform allows you to compare performance across the complete acquisition operation:
Monitor leading indicators such as donor satisfaction, intention to stay, data quality, contactability and early attrition risk. When retention data is connected through your CRM, you can also see how acquisition quality translates into long-term donor value.
Predictive insight
Know who may leave – and what to do about it
DonorVoice combines donor feedback, acquisition data and predictive modelling to identify early warning signals.
Who is at risk?
Identify donors with an increased likelihood of cancelling during the early stages of their relationship.
Why is it happening?
Explore the behavioural and operational factors behind the risk, from poor data quality and unsuitable targeting to a disappointing interaction or an unclear proposition.
Where should you act?
Pinpoint the agencies, teams, locations, campaigns or fundraisers that need attention, and recognise those delivering consistently strong results.
Behavioural science
Built on the psychology of donor relationships
Donors do not make decisions based on the cause alone. Their experience must also meet important psychological needs.
Autonomy
Did the donor feel free to make their own decision, without undue pressure?
Competence
Does the donor understand how their contribution makes a difference?
Relatedness
Did the donor feel heard, appreciated and personally connected?
DonorVoice also examines identity, commitment and the wider supporter experience. Together, these insights provide a stronger explanation of why donors stay, disengage or leave.
The process
How the platform works
A new donor signs up through F2F, D2D, telephone or an online channel.
Acquisition data is shared with the DonorVoice Platform through an agreed secure transfer process.
The donor receives a short feedback invitation.
Feedback and operational data are analysed and scored.
Dashboards highlight strengths, risks and opportunities.
Your team takes targeted action through coaching, follow-up or process improvement.
Results are monitored so fundraising performance can improve continuously.
Results
Turn insight into action
Detect quality problems before they affect retention.
Coach fundraisers using evidence instead of assumptions.
Compare agencies on donor quality as well as volume.
Recover negative donor experiences.
Follow up personally with donors who may be at risk.
Improve welcome journeys and donor communications.
Make communication more relevant to donor identity and motivation.
Increase the long-term value of acquisition investment.
Services
Platform, research and expert support
DonorVoice Platform
Live acquisition-quality dashboards, donor feedback, predictive insights, fundraiser-level analysis and CRM-linked retention reporting.
Donor Research & Behavioural Insights
Research into donor motivation, identity, commitment, personality and experience, translated into practical recommendations.
Acquisition & Retention Consulting
Expert support for agency management, fundraiser coaching, donor journeys, testing and channel optimisation.
Full-service
Managed Fundraising Programmes
DonorVoice Europe can also support or manage complete Face-to-Face and Door-to-Door fundraising programmes, with quality and retention built into the programme from the start.