Donor satisfaction has risen significantly over the past six years, study finds

Joe Saxton of nfpSynergy says charities seem reliable compared with other sectors

Joe Saxton
Joe Saxton

Overall donor satisfaction has risen significantly over the past six years, according to a study by the sector research consultancy nfpSynergy.

Based on a survey of 1,000 people over the age of 16, the study says 92 per cent of respondents are  happy overall with their experience of giving to charities, up 12 percentage points on a poll carried out in 2006.

In total, 45 per cent of respondents are very satisfied with the experience, compared with 41 per cent in 2006, and 47 per cent are moderately satisfied, compared with 39 per cent in 2006.

The study also shows an increase in the percentage of donors pleased with their ongoing relationships with charities, with 44 per cent of respondents in the latest study saying they are moderately or very satisfied, compared with 36 per cent in 2006.

Joe Saxton, co-founder of nfpSynergy, said the surge in satisfaction could be attributed in part to the work of agencies such as the Fundraising Standards Board and the Charity Commission.

Saxton said: "There is some good work going on by these agencies behind the scenes. They are so many tiny raindrops, but together they add up to positive change because they tighten up procedures behind the scenes."

He said one reason for the increased satisfaction was that the charities remained a bastion of honesty when compared with other sectors.

"The banks and government have shown they are not as transparent as they might be and, by comparison, charities have shown themselves to be more reliable institutions," he said.

But it was not all good news for charities. The study also reports a 6 per cent drop in satisfaction about receiving feedback on how donations were used.

"Charities are damned if they do and damned if they don’t give feedback on how a donation was used," said Saxton. "Getting that balance right is really hard."

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