As fundraisers increasingly look to deliver excellent supporter experiences which build donor satisfaction and commitment, the key question remains ‘how do you know it’s working?’.

Appeal response rates and income can only tell you so much, and they tell you very little about exactly how you should improve the supporter experience.

This session will share the results of pioneering pilot study of Beautiful Insight’s SAFE Index (Satisfaction and Future Engagement) involving donors to eight well-known UK universities and charities (including the University of Bristol, The King’s Trust (formerly The Prince’s Trust), and Starlight Children’s Foundation).

These pilots allowed each organisation to measure and benchmark key aspects of the supporter experience and the impact on supporters’ intentions to keep giving in future.

We’ll share the insights and lessons learned, including how satisfied supporters are over three times more likely to keep donating and to leave a legacy, and how charities should change their supporter experience for stronger, more valuable supporter relationships.

Key learnings from this session:

• The approaches, opportunities and challenges to measuring the supporter experience
• The ROI of improved supporter satisfaction
• The key drivers of supporter satisfaction and commitment in terms of motivations, communications and emotional outtakes
• What ‘good’ looks across the supporter experience, and the headroom for improvement
• How these insights have been applied by the universities and charities involved