Communication to Donors
In the latter part of 2009, we distributed a written survey to all of you holding charitable funds with us to identify ways in which we could improve our services and your satisfaction.
Surveys were mailed to representatives of the 476 funds then under our umbrella. Exactly 166 were returned for a surprisingly solid 35% response rate.
We’re grateful to those of you who participated. Since then, we’ve analyzed the results, and we’ve made changes. In addition, we’re launching further changes aimed at maintaining and enhancing your satisfaction.
Our Image
More than 70% of respondents said that our image has improved or positively stayed the same. An even larger percentage sees our external "reputation" as high.
However, even though we have re-focused our strategy on advancing economic opportunity for individuals and families in need and ensuring young children are successful in the education system so they have economic opportunity when they become adults, survey respondents didn’t have a clear sense of this change.
We’ll point out those changes more clearly going forward.
For almost half of the survey’s respondents, their image of the Foundation is the same now as it has been in the past. Thankfully, that unchanged image is generally positive. Of the other half, roughly one-quarter think we’re better and the other one-quarter just don’t know.
Satisfaction Levels
Respondents expressed satisfaction with most of our products and services. Our greatest strengths, respondents said, are professional staff, community connections, efficient management, facilitating charitable giving, convening and organizing, tax benefits, and our overall reputation.
We intend to keep up the good work.
While respondents did see room for improvements to our advising and consulting services, 67% said they would "definitely" recommend us to others and another 21% said they "probably" would.
Communications and Points of Contact
- Some 3/4 of respondents gave high ratings to our overall interactions and communications with them.
- About 3/4 of respondents have had phone contact, 2/3 have had email contact, 1/2 have sought advice, 3/5 have been to our website, and 2/3 have seen our annual report and "Connections," our newsletter for donors.
- Respondents specifically said they liked the website, social events, and seminars, but they added that Connections (our newsletter for donors), Donor Express (the function on our website providing donors access to their accounts), and financial statements do not fully meet their expectations.
Since the survey was taken, we have made large-scale improvements to the content, navigation and design of our website. We have also converted Connections from a paper product featuring a few very brief items to a fuller e-mail product with richer content.
Interestingly, more than four in 10 respondents say they use some form of social media, the most popular of which are Linked In, Facebook, and Twitter, though the extent of their use or satisfaction with social media was not measured.
Opportunities for Improvement
When donors were asked what, specifically, we should improve, these items emerged:
- Respondents appeared to want more information to help them increase giving capacity and to know more about our giving process. We are now examining ways to provide more philanthropic advice through more personalized communications with fund holders.
- Respondents wanted to see more evidence that the Foundation was enhancing its public reputation. Some 2/3 of respondents said they had never seen media coverage of the Foundation. Going forward, we will be taking new steps to expose donors to more of our marketing activities and to more of the positive media coverage that we continue to attract.
- Respondents wanted to see reduced fees, better computerized back-office financial systems and better investment performance. Since the survey was taken, we have hired Convergent Wealth Advisors to address the investment performance issue. We have also converted quarterly financial statements from a paper product and put them on-line through Donor Express. A study of our fees and our back-office financial systems are both currently underway.
- Respondents wanted more opportunities for donors and non-profits to interact. Since less than 1/2 of respondents have ever been to our headquarters and less than 1/3 have ever attended one of our events, we’re examining new ways to have more meaningful events in order to create this interaction.
Once again, thank you to those who participated in the survey.
If you have questions or would like clarification of this information, please contact Carolyn Doelling @ 510.208.0807 or at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
Kindest regards,
Nicole Taylor
President & Chief Executive Officer
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