Does Your Online Giving Pass the Test?

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Photo by Pixabay on Pexels.com

I don’t know about you, but I’ve always wanted to be a mystery shopper. It’s not just the shopping part – which I love to do – it’s the opportunity to give feedback on the customer experience.

We need to take time to think of our donors as customers – people who buy into our mission and the amazing work we’re doing to make our community a better place. Customers who we want to engage in our mission and become repeat customers. A great place to start is your online giving.

When is the last time you made an online gift to your organization? What about a gift from your mobile device? It’s probably not something you, your board members or your other staff members do on a regular basis.

Today, I challenge you to do a little mystery shopping of your own and make an online gift to your organization (bonus points if you try this from your mobile device). Here are some things to look for as you complete the process:

  • Could you easily find the ‘donate now’ button?
  • How many clicks did it take you to get to the actual give page?
  • Does your form ask for too much information that isn’t needed? (You probably need way less than you think.)
  • How easy was the process as a whole?
  • Were stories and pictures used on the give page to make you feel connected the mission? (This is a great place for a short case for support.)
  • Could you make a gift in memory or honor of someone (and get the proper recognition to the family or individual)?
  • Does the landing page after clicking ‘submit’ make you feel good about your giving? (It should NOT go to a blank page.)
  • Is the emailed receipt timely and accurate?
  • Did you receive some kind of communication afterwards?
  • Does someone in your organization pay attention to online gifts and make personal contact?
  • Were you added to the donor database?
  • How did the whole process make you feel? (Frustrated isn’t a good answer here.)
  • If you’re using your mobile device, could you complete the process in an easy way?(You shouldn’t have to contort your phone all around and zoom in and out.)

Note: Google offers a free tool to test if your website is mobile friendly: https://www.google.com/webmasters/tools/mobile-friendly/. This is a good place to start, but won’t speak for your online giving specifically.

Once you complete your mystery shopping, make notes of the improvements that could be made. Don’t feel like you need to fix it all right away – use your findings to make changes as you can starting with the most crucial. Just don’t put them off forever; you don’t want to lose a gift because someone found your online giving process to be too much work.

Where’s Sara?: Hartford Foundation for Public Giving’s Social Enterprise Accelerator

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Credit: Hartford Foundation for Public Giving

Since November, I’ve been honored to be a part of the Hartford Foundation for Public Giving’s (NSP) Social Enterprise Accelerator. This exciting initiative is part of the Foundation’s Nonprofit Support Program. Starting with a series of educational labs, nonprofits were challenged to think differently. Ten nonprofit organizations were selected to complete the business planning process. My work with the groups has focused on raising the startup funds needed to begin their social enterprise.

I’m pleased to share some information on this innovative program as published in their recent press release:

Social enterprise as a self-supporting approach to revenue generation is new to many nonprofits. In response, the NSP launched the Social Enterprise Accelerator, designed to help organizations expand beyond traditional grants and donations when looking for new sources of revenue.
In June, the Foundation announced a matching challenge. For every dollar of start-up capital raised by the ten organizations participating in the Social Enterprise Accelerator project, the Foundation will match dollar for dollar, up to 50% of the goal, not to exceed $40,000. The announcement followed individual “Fast Pitch” sessions, where each organization presented their business plans to current and potential donors and made a direct ask for financial support toward startup capital needs.

“The enthusiasm and effort that area nonprofit organizations have brought to the Social Enterprise Accelerator program has exceeded our expectations,” said Nonprofit Support Program Director Melanie Tavares.

Community Child Guidance Clinic operates a school in Manchester for children ages 3-15 years of age of varying academic levels, learning abilities, and behavioral and emotional issues that serves students for districts throughout the region. One of the challenges for districts, students, families and staff is the cost and administration of transportation to the school. Currently, referring districts contract with different transportation companies to get the students to and from school. Due to safety concerns and lack of vehicle driver training in behavioral de-escalation models, districts typically have to utilize as few as one van or bus per student.

Recognizing these challenges, Community Child Guidance Clinic Chief Executive Officer Jamie Bellenoit and her executive team came up with the idea of using the agency’s vans and teaching assistant staff to provide therapeutic transportation services to the districts they serve. By having trained staff who the students already know serve as drivers, more students can share vans, allowing for the need for fewer drivers, reducing expenses and also providing higher quality services to the districts, the students and their families.

“Participating in the Social Enterprise Accelerator program was a true example of synergy as we had an opportunity to work with our program partners, Hartford Foundation staff, and No Margin-No Mission to fully realize our vision,” said Bellenoit. “Being a part of the nonprofit clinical and special education world, we simply lacked the expertise to develop a cohesive business plan and launch it. With the generous support of the Foundation and the expertise of Larry Clark from No Margin, No Mission as well as Sara Leonard, we now have the resources necessary to begin implementing our therapeutic transportation services this fall.”

Read the full press release.


Additional Articles:


Examples of Enterprises: