The Value of an Expectation

What would you do if you knew that 38 percent of your donors reported their satisfaction level with you as below average or, even worse, poor? Would you assume that their expectations were too high? Or that somehow the donor experience you were delivering was … well … subpar?

Most of us know — from personal experience as a donor or some level of donor interaction — that donors expect certain things from the organizations they support. More importantly, donors are known to give to multiple charities, bringing a load of expectations from organization to organization.