The Value of an Expectation

Not surprisingly, the study found that a constituent's behavior is undeniably dependent on his or her satisfaction with the organization. Nine key drivers (out of 28 total) stood out as having the most potential to impact donor satisfaction. The priority rank was calculated based on the importance of the driver to satisfaction and the potential to improve performance of that driver. Hence, drivers with the strongest combination of high importance and low performance (meaning there was the most room for improvement) came out at the top of the list. Each of the drivers and its potential impact on performance/donor satisfaction are outlined in figure 1.